Final Rep-Ankit Baghel

TABLE OF CONTENTS- II
ACKNOWLEDGEMENTS
I would like to express my gratitude to Mr. Kapil Joshi, Store Manager Big
Bazaar, Ratan Mall, Agra that he allowed me to do my internship in this
esteemed organization.
I especially thank my project guide Mr. Kapil Joshi, Mr. .Neeraj, Marketing
Manager, Food Bazaar, Agra & Mr. Vinay Upadhyay, Assistant Store
Manager, Mr. Rohit (A.G.M) Big Bazaar, Agra for guiding me throughout the
project. His constant guidance and support enabled me to accomplish the
project successfully.
My special thanks is extended to all the Department Managers for theghelir

valuable guidance, regular encouragement and inspiration, which were
instrumental in completion of the report and all the staf members who gave
me some valuable insights about Big Bazaar throughout the 8 weeks of my
internship.
Also I would like to thank my college mentor Prof. Prabhat Pankaj for his
valuable suggestions and support.
I express my deep sense of gratitude reverence for my parents and my parents

and my friends.
Ankit Baghel
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ABSTRACT
Big Bazaar caters to every need of customers. With the ever increasing array of private
labels, it has opened the doors into the world of fashion and general merchandise
including home furnishings, utensils, crockery, cutlery, sports goods and much more at
economical and affordable prices without any compromise on quality.
With this increase in the product lines and product mix, it becomes vital for Big Bazaar to
continuously receive feedback from its customers and also analyzing the consumer
behavior in a city like Agra. Also awareness of Big Bazaar and its various beneficial
events will definitely make consumer’s final buying decision a lot easier.
Therefore the project is concerned with the study of Consumer behavior and awareness.
It is also aimed at generating spokesperson for Big Bazaar, Ratan Mall, Ag ra.
The method adopted for the study is customer visit / customer survey wherein customers
were asked to fill a feedback form. The sampling technique adopted was Random
sampling technique. The respondents were majorly nearby catchment ladies who are
most probably the primary decision makers in a household. The data collected from these
forms has been analyzed which resulted in obtaining Key Factors/Issues (Sectional &
Non sectional) and examining consumer awareness. The report also contains the
detail of activities initiated at Big Bazaar keeping in view results obtained from analysis.
The project also includes a short term project on WAYS OF SHRINKAGE & THEIR
PROTECTING MEASURES AT BIG BAZAAR & FOOD BAZAAR.

S.NO. CONTENTS PAGE NO.

1. ACKNOWLEDGEMENT 1
2. ABSTRACT 2
3. LIST OF TABLES 8
4. LIST OF FIGURES 9

S.NO. CONTENTS PAGE

NO.
CHAPTER 1 INTRODUCTION 10
1.1 INDIAN RETAIL INDUSTRY 10
1.1.1 Evolution Of Indian Retail Industry 10
1.1.2 Segments In the Retail Industry 10-11
1.1.3 Organized Retail Sector 11-12
1.1.4 Top Companies in Organised Retail Sector 13-14
1.1.5 Retailing in India: A Forecast 14
1.2 FUTURE GROUP 15-16
1.3 FUTURE GROUPS VISION 17
1.4 FUTURE GROUPS MISSION 17
1.5 FUTURE GROUPS MANIFESTO 18
1.6 PANTALOONS RETAIL INDIA LIMITED(PRIL) 19-20
1.7 BIG BAZAAR 21
OBJECTIVE AND METHODLOGY
2.1 RESEARCH OBJECTIVE 22

S.NO. CONTENTS PAGE
NO.
23
2.1 METHODOLOGY ADOPTED FOR THE 23-26

COMPLETION OF THE PROJECT
2.2 SAMPLING DESIGN 27-28
2.3 SUMMARY OF RESEARCH METHODOLOGY 28
CHAPTER 3 DATA ANALYSIS & 29

INTERPRETATION
3.1 KEY FACTORS/ISSUES 29
3.1.1 Section Wise Major Key Factors/Issues 30-33
3.1.2 Non Sectional Wise Major Key Factors/Issues 35-39

3.2 CUSTOMER AWARENESS 35-39
CHAPTER 4 RESEARCH FINDINGS AND 40

LIMITATION
4.1 RESEARCH FINDINGS FROM THE DATA 40
ANALYSIS & INTERPRETATION
4.1.1 Key Issues encountered by Big Bazaar Agra on
40-43
daily basis
4.1.2 Level of Customer awareness at Big Bazaar,

43-45
Ratan Mall, Agra
4.3 LIMITATIONS DURING THE RESEARCH
WORK
JAIPURIA INSTITUTE OF MANAGEMENT P a ge 5

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CHAPTER 5 CONCLUSIONS & SUGGESTIONS 46
5.1 ACTIVITIES UNDERTAKEN SUBSEQUENT 46-48

TO RESEARCH FINDINGS
5.3 CONCLUSION
CHAPTER 6 ACTIVITIES UNDERTAKEN 50
6.1 ACTIVITIES UNDERTAKEN SUBSEQUENT 50-51

TO RESEARCH FINDINGS
CHAPTER 7 EXTRA ACTIVITIES UNDERTAKEN 52
7.1 EXTRA ACTIVITIES CONDUCTED DURING 53

INTERNSHIP PROGRAM
7.1.1 Objective of Minor Project
7.1.2 Introduction 53
7.1.3 Standards for preventing shrinkage

53-55
55-59
JAIPURIA INSTITUTE OF MANAGEMENT P age

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NO.
7.2 METHODOLOGY & MEASURES ADOPTED 59
7.2.1 Methodology 59-60

7.2.2 Measures adopted
61
7.3 CONCLUSION & RECOMMENDATION 62-63
APPENDICES 65
Appendix 1 65-66
Appendix 2 67
Appendix 3(a) 68
Appendix 3(b) 69
BIBLIOGRAPHY

LIST OF TABLES
S.NO. CONTENTS PAGE

NO.
CHAPTER 3 CUSTOMER AWARENESS OF EXCHANGE MELA
3.1 Summary of Research Methodology 28
CHAPTER 5 RESEARCH FINDINGS
5.1 Customer’s Response table for events 44
CHAPTER 9 EXTRA ACTIVITIES UNDERTAKEN
9.1 Table of Standards Operating Procedures for shrinkage 55-58

prevention

LIST OF FIGURES
S.NO. CONTENTS PAGE

NO.
CHAPTER 4 KEY FACTORS/ISSUES
4.1 Major Key Factors/Issues of Food Bazaar 30
4.2 Major Key Factors/Issues of BB Fashion 31
4.3 Major Key Factors/Issues of Furniture Bazaar 32
4.4 Major Key Factors/Issues of Electronic Bazaar 32
4.5 Major Key Factors/Issues of Home 33
4.6 Non Sectional Wise Major Key Factors/Issues 34
4.7 Customer Awareness of Wednesday Bazaar 35
4.8 Customer Awareness of Monthly Bachat Bazaar 36
4.9 Customer Awareness of Sabse Saste 3 Din 37
4.10 Customer Awareness of 5 Din Mahabachat ke 38
4.11 Customer Awareness of Exchange Mela 39

C H A P T E R -1
I NT RO DUCT I O N
1.1 INDIAN RETAIL INDUSTRY
1.1 Evolution of Indian retail Industry
Indian Retail Industry is standing at its point of inflexion, waiting for the boom to take place.
The inception of the retail industry dates back to times where retail stores were found in the
village fairs , Melas or in the weekly markets. These stores were highly unorganized. The
maturity of the retail sector took place with the establishment of retail stores in the locality
for convenience. With the government intervention the retail industry in India took a new
shape. Outlets for Public Distribution System, Cooperative stores and Khadi stores were
set up. These retail Stores demanded low investments for its establishment.
The retail Industry in India gathered a new dimension with the setting up of the different
International Brand Outlets Hyper or Super markets, shopping malls and departmental
store.
1.1.2 Segments in the Indian Retail Industry
The retailing sector of India can be split into two segments. They are the informal and the
formal retailing sector. The informal retailing sector is comprised of small retailers. For this
sector, it is very difficult to implement the tax laws. There is widespread tax evasion. It is
also cumbersome to regulate the labour laws in this sector. As far as the formal

retailing sector is concerned, it is comprised of large retailers. Stringent tax and labour laws
are implemented in this sector.
If the retail industry is divided on the basis of retail formats then it can be split into the
modern format retailers and the traditional format retailers. The modern format retailers
comprise of the supermarkets, Hypermarkets, Departmental Stores, Specialty Chains and
company owned and operated retail stores. The traditional format retailers comprise of
Kiranas, Kiosks, Street Markets and the multiple brand outlets.
The retail industry can also be subdivided into the organized and the unorganized sector.
The organized retail sector occupies about 3% of the aggregate retail industry in India.
1.1.3 Organised Retail Sector
In the organised sector trading is undertaken by the licensed retailers who have registered
themselves to sales as well as income tax. The organised retail sector have in their ambit,
corporate backed hypermarkets and retail chains. The private large business enterprises
are also included under the organised retail category.
The organised retail sector can be further subdivided into:
• Instore Retailers
This type of retail format is also known as the brick and mortar format. These retail
stores are in the form of fixed point sale outlets. They are specially designed to lure
the customers. There are different types of stores through which the instore retailers
operate.
Branded Stores appear in the form of exquisite showrooms. Here the total range of
a particular brand is available and the quality of the product is certified by the
government.
There are also multi brand specialty stores that sell a series of brands so that the
consumer can choose from the wide array of brands.
Department stores have a large number of brands and products catering to all

basic needs to luxurious items as well.
Supermarkets are basically self service retail stores. Discount Stores offer
commodities at reduced prices. In Hyper Marts customers have wide variety of
products to choose from and they are also available at discounted rates. Convenient
stores are located in prominent places within the reach of majority of the customers
and do not operate in stringent work hours. Shopping Malls are a storehouse of a
large variety of retail shops situated close to each other.
• Trade parks
Trade parks are basically business complexes that promote international trade. The
global players here have access to the top Indian exporters. To the buyers this
would prove to be a boon since they do not have travel to far off towns to enter into
business deals with the exporters, especially in places where infrastructure is very
poor. By this the exporters not only enhance their visibility but they also enjoy a host
of other advantages. They can design libraries, studio etc, in order to attract
potential customers.
• Forecourt Retailing
This type of retailing is done by the oil companies in order to increase their revenue.
They not only deliver fuel but also offer other services to its customers.

1.1.4 Top Companies In Organised Retail Sector
Bharti Retail – a wholly owned subsidiary of Bharti Enterprises. has announced two joint
ventures (JV)with the international retailing behemoth, Wal-Mart. The first JV ensures cash
and carry business, in which 100 percent FDI is permitted and it can sell only to retailers
and distributors. The second JV concerns the franchise arrangement. Sunil Mittal,
Chairman of the Bharti Group assured that the ventures will use “low prices every day” and
“best practices for the satisfaction of the customer”. Processed foods and vegetables will
be delivered by Bharti Field Fresh, Bharti's JV with Rothschild. Bharti Retail aims to foray
every city with a population exceeding 1 million. It has plans to come up with an investment
of more than $2 billion in convenience stores, supermarkets and hypermarkets spread over
an aggregate 10 million sq. ft. The expansion drive looks ambitious but analysts are
worried that Bharti may face stiff competition from Pantaloon and Reliance as they too
have sanguine plans to flood the markets with thousands of retail outlets in the coming five
years. Bharti Telecom also has plans to offer all its fixed and mobile telecom products and
services from a single window to the SMB (Small and Medium Business) enterprises under
the Bharti Infotel division. Reliance Retail – Reliance claimed last year to start a retail
chain that will be unique in size and spread, will lead to the welfare of one and all ranging
from Indian farmers, manufacturers and ultimately consumers. It is known as Reliance
Retail Ltd.(RRL) and is a 100 percent subsidiary of Reliance industries Ltd.(RIL). Soon
after the Bharti-Wal Mart tie up, there was the news that RIL (Reliance Industries Ltd.)
Chairman Mukesh Ambani met Commerce Minister Kamal Nath to discuss the
apprehension of cheap imports from China. Reliance Retail has plans to open 4,000
outlets across 1,500 towns for an investment of $5.6 billion. Reliance is not away from
agro-business. According to Buddhadeb Bhattacharjee, Chief Minister of West Bengal,
“Reliance will hold demonstration farming, produce good quality seeds and give inputs to
farmers”. Its most significant participation has been in the food procurement business in
Madhya Pradesh and Punjab. This has in fact compelled the government to import wheat
this year. Reliance Retail has also been reported to have entered into an agreement with
footwear manufacturer Bata India Ltd. so that they will involve in selling each other's
products.

DLF Shopping Malls- DLF Retail Developers Ltd. is one of the troikas of the DLF Group.
Besides being India's largest real estate developer, DLF is also of the leaders in innovating
shopping malls in India. It caught public eye when it launched the 2,50,000 sq ft. shopping
mall in Gurgaon. It has brought a dramatic change in the lifestyles and entertainment with
its City Centres and DT Cinemas. DLF has plans to invest Rs. 2000-3000 crore in all the
emerging areas from metros to A class cities in the next two years. Till last year the
company was involved in building 18 malls out of which 10 were in the NCR region. Future
plans of DLF involve opening up of 100 malls(speciality malls, big box retailing and
integrated malls) across 60 cities in next 8-10 years. They are slowly transforming
into 'lease' and 'revenue share' models.
Local players like ITC, the A.V. Birla Group and Tatas have given the hints to enter
organised retail. France’s Carrefour SA and Britain’s Tesco too were recently in news for
their future plans to explore the Indian retail market.
1.1.5 Retailing in India: a forecast:
Future of organized retail in India looks bright. It will capture a share of 10% of the total
retailing by the end of 2010.
According to the Union Minister of Commerce & Industry the organized retail sector is
expected to grow to a value of Rs. 2,00,000 crore (US$45 billion) and may generate 10
to15 million jobs in next 5 years. This can happen in two forms- 2.5 million of these people
may be associated directly with retailing and the rest 10 million people may be gainfully
employed in related sectors that will be pulled up through the strong forward and backward
linkage effects.
However to compete in this sector one needs to have up-to-date market information for
planning and decision making. The second most important requirement is to manage costs
widely in order to earn at least normal profits in face of stiff competition.

1.2 FUTURE GROUP
Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of India’s
leading business houses with multiple businesses spanning across the consumption
space. While retail forms the core business activity of Future Group, group subsidiaries
are present in consumer finance, capital, insurance, leisure and entertainment, brand
development, retail real estate development, retail media and logistics.
Led by its flagship enterprise, Pantaloon Retail, the group operates over 12 million square
feet of retail space in 71 cities and towns and 65 rural locations across India.
Headquartered in Mumbai (Bombay), Pantaloon Retail employs around 30,000 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.
The group operates through six verticals:
1.Future Retail (encompassing all lines of retail business).

2.Future Capital (financial products and services).
3.Future Brands (all brands owned or managed by group companies).
4.Future Space (management of retail real estate).
5.Future Logistics (management of supply chain and distribution).
6.Future Media (development and management of retail media spaces).
The group’s specialty retail formats include, books and music chain, Depot, sportswear
retailer, Planet Sports, electronics retailer, Ezone, home improvement chain, Home Town
and rural retail chain, Aadhar, among others. It also operates popular shopping portal,
futurebazaar.com.

Future Capital Holdings, the group’s financial arm provides investment advisory to assets
worth over $1 billion that are being invested in consumer brands and companies, real
estate, hotels and logistics. It also operates a consumer finance arm with branches in150
locations.
Other group companies include, Future Generali, the group’s insurance venture in
partnership with Italy’s Generali Group, Future Brands, a brand development and IPR
company, Future Logistics, providing logistics and distribution solutions to group
companies and business partners and Future Media, a retail media initiative.
The group’s presence in Leisure & Entertainment segment is led through, Mumbaibased
listed company Galaxy Entertainment Limited. Galaxy leading leisure chains, Sports Bar
and Bowling Co. and family entertainment centres, F123. Through its partner company,
Blue Foods the group operates around 100 restaurants and food courts through brands
like Bombay Blues, Spaghetti Kitchen, Noodle Bar, The Spoon, Copper Chimney and
Gelato.
Future Group’s joint venture partners include, US-based stationery products retailer,
Staples and Middle East-based Axiom Communications.
Its corporate credo is – “Rewrite rules, Retain values.”

1.3 FUTURE GROUP’S VISION
"Deliver Everything, Everywhere, Every time to Every Indian consumer in the
most profitable manner.”
1.4 FUTURE GROUP’S MISSION
We share the vision and belief that our customers and stakeholders shall be
served only by creating and executing future scenarios in the consumption
space leading to economic
development.
We will be the trendsetters in evolving delivery formats, creating retail realty,

making consumption affordable for all customer segments – for classes and
for masses.
We shall infuse Indian brands with confidence and renewed ambition.
We shall be efficient, cost- conscious and committed to quality in whatever we

do.
We shall ensure that our positive attitude, sincerity, humility and united
determination shall be the driving force to make us successful.

1.5 FUTURE GROUP MANIFESTO
“Future” –the word which signifies optimism, growth, achievement, strength , beauty ,
rewards and perfection . Future encourages us to explore areas yet unexplored, write
rules yet unwritten; create new opportunities and new successes .To strive for a glorious
future brings to us our strength , our ability to learn, unlearn and re –learn our ability to
evolve.
We, in future group, will not wait for the future to unfold itself but create future
scenarios in the consumer space and facilitate consumption because consumption is
developed. Thereby, we will effect socio-economic development for our
customer,employees, share holders , associates and partners.
Our customers will not just get what they need, but also get them where, how
and when they need. We will not just post satisfactory results, we will write success
stories .we will not just operate efficiently in the Indian economy, we will evolve it. We will
not just post spot trends , we will set trends by marrying our understanding of the Indian
consumer to their needs of tomorrow
It is this understanding that has helped us succeed. And it is this that will help us
succeed in the future. We shall keep relearning and in this process , do just one thing
“rewrite rules retain values”.

1.6 PANTALOON RETAIL INDIA LIMITED (PRIL)
The organized retail industry in India did not evolve till the early 1990s. Until then, the
industry was dominated by the unorganized sector. It was a sellers market, with a limited
number of brands, and little choice available to customers. Lack of trained manpower, tax
laws and government regulations all discouraged the growth of organized retailing in India
during that period. Lack of consumer awareness and restrictions over entry of foreign
players into the sector also contributed to the delay in the growth of organized retailing.
This allowed the unorganized sector to rule the Indian retailing industry. It was during this
time that the foundation of PRIL was laid by Mr. Kishore Biyani.
Mr. Biyani is a commerce graduate with a post-graduate diploma in marketing. After

spending five years in managing his family business of trading textile and yarn, he started
with apparel manufacturing in the mid-1980s. In 1987, he launched Manz Wear Pvt. Ltd.
for making the country's first readymade trousers with 'Pantaloon' as the brand name. In
1989, the company launched its first jeans brand, 'Bare'. On September 20, 1991, Manz
Wear Pvt. Ltd., went public and on September 25, 1992, it changed its name to
'Pantaloon Fashions (India) Limited' (PFIL).
Today Pantaloon Retail (India) Limited is India's leading retail company with presence
across multiple lines of businesses. Pantaloon Retail is the flagship company of Future
Group, a business group catering to the entire Indian consumption space. The
Company owns and manages multiple retail formats that cater to a wide cross-section of
the Indian society and is able to capture almost the entire consumption basket of the
Indian consumer. . Headquartered in Mumbai (Bombay), the company operates over 7
million square feet of retail space, has over 1000 stores across 53 cities in India and
employs over 25,000 people.
Pantaloon Retail forayed into modern retail in 1997 with the launching of fashion retail
chain, Pantaloons in Kolkata. In 2001, it launched Big Bazaar, a hypermarket chain that
combines the look and feel of Indian bazaars, with aspects of modern retail, like choice,

convenience and hygiene. This was followed by Food Bazaar, food and grocery chain
and launched Central, a first of its kind seamless mall located in the heart of major Indian
cities. Some of its other formats include, Collection (home improvement products), E-
Zone (consumer electronics), Home Town (A one-stop destination for every need of the
aspirational Indian home-owner), Depot (books, music, gifts and stationary), aLL (fashion
apparel for plus-size individuals), Shoe Factory (footwear) and Blue Sky (fashion
accessories). It has recently launched its e-tailing venture, futurebazaar.com.
A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town (a
large-format home solutions store), Collection i (selling home furniture products) and E-
Zone (focused on catering to the consumer electronics segment).
Pantaloon Retail was recently awarded the International Retailer of the Year 2007 by the
US-based National Retail Federation (NRF) and the Emerging Market Retailer of the Year
2007 at the World Retail Congress held in Barcelona.

1.7 BIG BAZAAR
Big Bazaar, the "Indian Wal-Mart", is the modern Indian family's favorite store. A
hypermarket chain, started in 2001, which combines the look and feel of Indian bazaars,
with aspects of modern retail, like choice, convenience and hygiene. Big Bazaar is not just
another hypermarket. It’s like an Indian bazaar or mandi or mela, the environment created
by traders to give shoppers a sense of moment. It caters to every need of your family. Big
Bazaar scores over other stores on its value for money proposition for the Indian customers.
At Big Bazaar, customers will get the best products at the best prices, this is their guarantee.
From apparel to general merchandise like plastics, home furnishing, utensils, crockery, cutlery
sports goods, car accessories, books and music, computer accessories and many, many more.
Big bazaar is the destination where customers get products available at prices lower than the
MRP, setting a new level of standard in price, convenience and quality.
Big Bazaar has democratized shopping in India and is so much more than a hypermarket. Here,
one will find over 170,000 products under one roof that cater to every need of a family, making Big
Bazaar India’s favorite shopping destination. Leveraging on the company’s inherent strength of
fashion, Big Bazaar has created a strong value for money propositions for its customers. This
highlights the uniqueness of Big Bazaar as compared to traditional hypermarkets, which
principally revolve around food, groceries and general merchandise.
Boasting of an impressive array of private labels, Big Bazaar is continually striving to provide
customers with a ‘complete’ look. So be it men’s wear, women’s wear, kid’s wear, sportswear or
party wear, Big Bazaar fashion has it all!

CHAPTER 2
A Study of Consumer Behavior & Awareness and Generating

Spokesperson for Big Bazaar
2.1 RESEARCH OBJECTIVE
The objective of research is as follows:
• To study the Consumer Behavior in terms of product & services, liking & disliking
of nearby customers and examining the Key factors/issues to work upon, for better
customer service & satisfaction.
• To study Customer awareness about the Offers/Discounts events of Big Bazaar.

These events are properties of Big Bazaar.
• Finally methods of generating Spokesperson for Big Bazaar, Ratan Mall through
direct channels of communication. Example- Survey, Personal interaction.

CHAPTER 2
RESEARCH METHODOLOGY
2.2 METHODOLOGY ADOPTED FOR THE COMPLETION OF PROJECT
The project basically deals with the study of Customer behavior for Big Bazaar, Ratan
Mall, Agra and their awareness about Big Bazaar and its different aspects. For the
successful completion of this project a methodology was adopted which is explained below:
a. PRELIMINARY TASK- First of all a thorough understanding of Big Bazaar was

taken. This included taking note of all the sections of Big Bazaar like: Food Bazaar,
Men’s, Ladies, Kids Home Décor, Crockery, Lenin, Electronics, Furniture Section
etc., Products available in each sections, Major Offers available in each section.
Also understanding the different properties of Big Bazaar like: Wednesday Bazaar,
MBB(Monthly Bachat Bazaar), SS3D(Sabse Saste 3 Din), 5 Din Maha-Bachat Ke
and Exchange Offer.
b. DEVELOPMENT OF QUESTIONNAIRE- Further to study the Consumer Behavior

& Awareness about Big Bazaar a questionnaire was developed under the
supervision of Store manager. The questionnaire aims at genuine feedback from
the surveyed customers about the Sections visited by them, level of interaction
with employees, their awareness about different offers and discount periods which
are part of Big Bazaar etc. The questionnaire was basically named as “Customer
Feedback Form”.
c. DATA COLLECTION- Customers Data was now collected from CSD(Customer

Service Desk). This is the data which usually customers leave after purchasing on
discounts, availing different offers, filling up “Share with Us” form, exchanging
products etc.

d. The data collected was a blend of Customers from diverse areas of Agra and
nearby region. This data therefore was arranged Area Wise each day. This was
done to focus on a particular area on a given day which saved wastage of time and
energy.
e. TARGETED AREA FOR SURVEY- As stated above the survey was conducted
Area wise in Agra. The main target area was the nearby Catchment area.
Catchment is the area surrounding any store of Big Bazaar. The nearby Catchment
area of Big Bazaar, Ratan mall includes Doctors, Service Class people,
Businessmen etc.
For example: A list of Customers only from Professor Colony was contacted on a
particular day. So like this only the Professor Colony customers were visited for
survey on the day they were contacted and day by day other areas were covered.
f. ENSURING WALK-INNS – Apart from this an Invitation Card for the Customers
was also designed. There were Invitations cards used during the entire survey.
one was general Invitation card which was used after the Anniversary Celebrations
got over. card consisted of Offers/ Discounts for the Visited customers. The
invitation card had discounts/offers only for visited customers. The invitation cards
also carried “BB WORKS HARD” concept which made them aware how Big Bazaar
strive for customer satisfaction.
These Invitation cards were primarily developed with the objective of

ensuring the revisit of the surveyed customers to Big Bazaar. Also it aimed at giving
loyal customers (who were surveyed) a sense of proud that they are special for Big
Bazaar.
g. Now all the customers who has to be surveyed were contacted to retrieve their
proper address. Inviting customers for the Offers/Discounts at Big Bazaar by

providing them Invitation card was the main agenda for retrieving the address, over
phone calls, by all the customers.
h. GENERATION OF SPOKESPERSON- The targeted customers for the survey were

Ladies as they are the mostly visited customers at Big Bazaar and also the key
decision maker in a family. So in view of that all the “Customer Feedback Forms”
included option that whether they are members of any Club/Kitty or any other social
group.
In case a lady has marked “Yes” for such social groups then they were
contacted at regular interval for conducting Kitty Parties/ Birthday Parties/ Club
Meetings or Parties etc. at CHOWPATTY- Food Court at Big Bazaar. The idea
behind this was that if a lady customer is taken care during survey like; provided
lucrative offers, listened regularly and taken feedback etc. will proved to be a
spokesperson for Big Bazaar. And she can also influence others for conducting
social parties/meetings/gathering at Big Bazaar’s Food Court. In this way she will
bring 20-25 ladies at Big Bazaar and hence it will result in more and more
customers being aware of Big Bazaar and the regular lucrative offers /discounts.
i. The entire survey was conducted for 45 days. There were 136 respondents or
customers who were covered.
j. Now for the interpretation & analysis a Microsoft Excel sheet was prepared. This
sheet primarily included Name, Address, Contact no.,Visit Frequency of all the
visited customers, All the Section Wise feedback of customers like: Food bazaar,
BB Fashion, GM Home etc., Overall feedback of customers i.e. Big Bazaar as a
whole. The sheet also included information of all the customers who are part of any
Club/ Kitty/ Social group in Agra city.
k. Then diagrammatical representation of Section wise feedback of customer is made

in Pie-Chart form. Also to interpret results about Customer Awareness,
diagrammatical representation of Questionnaire data is made in form of 3D Pie
Chart.

l. The survey resulted in some of the major findings like Section Wise Key
Factors/Issues, Overall key Factors/Issues, Customer Awareness Data etc.

2.3 SAMPLING DESIGN
As its stated above that for completion of our Research work we conducted a Survey. For
conducting this survey selecting appropriate sample size was an imperative task.
Moreover the most important aspect of the research work is selecting the right customers
for the successful completion of the project. Therefore for accurate results those
customers who are basically from nearby catchment area of Big Bazaar, Ratan Mall were
selected.
Following is the description of the Sample Design considered for survey:
SAMPLE UNIT:
Sampling unit is lady customer of Big Bazaar who are most probably the primary decision
makers in a household for the purchasing of Food, Apparels, Home needs, different
accessories etc.
SAMPLE SIZE:
The sample size, which is taken for the project, is 100. This sample size combines
customers from different backgrounds like Homemakers, professionals, retired people etc.
All of those who make part of Big Bazaar retail format.
SAMPLING TECHNIQUE:
The sampling technique used in the study is ‘random sampling technique’. The
respondents were chosen Area wise and were visited by us.
COLLECTION OF THE DATA:
The method of Data collection used in the study is ‘Survey/ Feedback’ methods. As
discussed above that the respondents were visited and asked to fill the “Customer
Feedback Form”.

RESEARCH INSTRUMENT
The research instrument for the study is ‘Questionnaire/interview’. Keeping in view the
objective of research a questionnaire was build under the supervision of Store Manager.
TOOLS AND TECHNIQUES USED FOR ANALYSIS:
The tools and techniques used for analysis of the data, collected through questionnaire, is
•Microsoft Word Document
•Pie-Chart
•3D Pie-Chart
2.4 SUMMARY OF RESEARCH METHODOLOGY
Research Type Descriptive

Research Approach Survey
Source of data Primary data
Data collection method Survey
Research instrument Questionnaires
Sample unit Near-By Catchment Customers
Sample size 136
Sampling technique Simple random sampling
TABLE 3.1 Summary of Research Methodology

CHAPTER 3
DATA ANALYSIS & INTERPRETATION
3.1 KEY FACTORS/ISSUES
After the survey the Reponses to open-ended questions of all questionnaires were
arranged with the help of Microsoft Excel sheet for examining Key Factors/Issues. These
Key factors/ Issues consist of different responses from visited customers or respondents
which they faced during shopping experience at Big Bazaar, Ratan mall. For example a
Key issue of Sales Executive problem includes responses like Sales exe don’t have
proper knowledge of products, they are unaware of offers, Sales executives didn’t care
about customers, they are not informative etc. Like this all the Key Factors/Issues have
different responses.
Following are the diagrammatically representation of Major Key factors/Issues Sectional

and Non-sectional collected from the respondents

Sales Exe Problems
Unsatisfied with S.K.U Quality

36%
Service Issues
3.1.1 Sectional Wise Major Key Factors/Issues
Absence of products
• FOOD BAZAAR -
Total No. Responses - 40
Figure 3.1 Major Key Factors/Issues of Food Bazaar

The Pie-chart above shows the Major Key factors/Issues
in Food Bazaar Section of Big Bazaar and what
percentage of customers out of Total Responses reported
about the respective Key factor. For example- 39% out of
all the total responses reported that they are Unsatisfied
with S.K.U Quality. There were other Key factors/Issues
like Absence of Price Tags, Time Consuming Shopping,
Expensive Products etc.

• BB FASHION-
To t al No . Respo nses - 3 5
Unsatisfied with
S.K.U Quality
Absence of Branded
stuff
Figure 3.2 Major Key Factors/Issues

of BB Fashion
The Pie-chart above shows the Major Key

factors/Issues in BB Fashion Section of Big Bazaar
and what percentage of customers out of Total
responses to the section reported about the respective
Key factor. For example 61% of Total responses are
Unsatisfied with the S.K.U Quality. The other key
factors in BB Fashion are Sales Executive problem,
Expensive products.

Service issue Absence of Variety
33% Absence of Product Service Issue
50%
50%
• FURNITURE BAZAAR-
Tot al N o. Respo nses - 25

67%
Figure 3.3 Major Key Factors/Issues of

Furniture Bazaar
• ELECTRONIC BAZAAR-
To t al No .
Respo nses - 3 8
Figure 3.4 Major Key Factors/Issues of Electronic

Bazaar

• HOME-
Total No.
Responses -
35
20% Sales Exe. Problem
Absence of Product
40%
Service issue
40%
Figure 3.5
Major Key
Factors/Iss
ues of
Home

3.1.2 Non Sectional Wise Major Key Factors/Issues
17%
Following is the diagrammatical 20%
representation of the Key factors/Issues Irrespective of
any section.
20%
Billing Problems
Sales Exe. Problems
Service Issues
Expensive Product
Crowd Problem
Absence of branded stuff
Figure 3.6 Non Sectional Wise Major Key Factors/Issues

32%
Yes No
3.2 CUSTOMER AWARENESS

68%
Apart from Key Issue findings, the ‘Feedback form’ or the questionnaire was also used to
have an idea about the customer awareness in the nearby catchment. The Customer
awareness which is to be examined is about the Offers/Discounts events of Big Bazaar.
These events are Wednesday Bazaar, Monthly Bachat Bazaar, Sabse Saste Teen Din, 5
Din Maha Bachat ke and Exchange Mela. All these events are properties of Big Bazaar.
Following is the diagrammatical representation of Close-ended questions of questionnaire
related to awareness of these events:
• WEDNESDAY BAZAAR
Figure 3.7 Customer Awareness of Wednesday Bazaar
The 3D Pie-Chart above shows that what percent of respondents out of total responses
are aware of Wednesday Bazaar. 68% out of total know about Wednesday Bazaar and
32% are unaware of this day at Big Bazaar.

• MONTHLY BACHAT BAZAAR
21%
79%
Figure 3.8 Customer Awareness of Monthly Bachat Bazaar
The 3D Pie-Chart above shows that what percent of respondents out of total are aware of
Monthly Bachat bazaar.

25%
Yes No
• SABSE SASTE 3 DIN
75%
Figure 3.9 Customer Awareness of

Sabse Saste 3 Din
The 3D Pie-Chart above shows that what percent of

respondents out of total are aware of Sabse Saste 3
Din.

17%
Yes No
•5 DIN MAHABACHAT KE
83%
Figure 3.10 Customer Awareness of 5

Din Mahabachat ke

respondents out of total are aware of 5 Din
Mahabachat ke Offer.

44% Yes No
• EXCHANGE MELA
56%
Figure 3.11 Customer Awareness of

Exchange Mela

respondents out of total are aware of Exchange Mela.

CHAPTER 4
RESEARCH F I NDI NG S
4.1 RESEARCH FINDINGS FROM THE DATA ANALYSIS & INTERPRETATION

The data analysis of feedback from the respondents resulted in following findings:
4.1.1 Key Issues encountered by Big Bazaar Agra on daily basis –

In the survey respondents were asked about various aspects of shopping
experience they had at Big Bazaar, Ratan mall, Agra. These responses from
respondents resulted in framing Key Issues. Every Key Issue has different
subset of problems reported by respondents. These Key Issues are:
a. Sales Executive Problems – This consist of problems related to employees
(team members / promoters / part-timers) of Big Bazaar, Ratan mall, Agra. Like:
Employees unaware of offers/discounts; Employees are not interactive with
customers; Confused Employees waste time; Employees are less in number;
Employees lack in product knowledge; Employees found wasting time in useless
activities; Employees absence from section while sales time etc.
b. Unsatisfied with S.K.U quality – S.K.Us are Stock Keeping Units i.e. different
products at Big Bazaar. There were problems like: Rice quality not good;
Vegetables were not fresh; Masoordal not good; Apparels finishing is not up to
the mark; Apparel quality is cheap; Moist Sugar etc.
c. Service Issue – It includes some of the service issues like; products not
available after regular demands; delay in sales process; on complain of damage
chair/table no fitter came; Fridge problem solved late; Delay in service of
microwave; Non availability of cell for checking watch etc.
d. Absence of products – Big Bazaar caters to every need of customer, so
availability of products is really imperative for better customer service and
satisfaction. But still there were some products like Rasoi ratan Atta, MDH

Masala Range, Kohinoor basmati rice; Idly maker, and certain other minor
products availability of which is essential for Big Bazaar for sustaining their
dominance in Organized Retail format.
e. Absence of Branded stuff – Big Bazaar at Agra is surrounded by not only
fashion conscious people but also brand conscious people. These customers
also demand value for money. Non availability of the brands in some of the
sections like BB Fashion is a major issue for Big Bazaar.
f. Crowd Problem – Big Bazaar works on the concept of an “Indian Bazaar”.
There is large mix of products that are offered on discounted prices which
makes Big Bazaar a profitable destination. That’s why Big Bazaar encounters a
large number of footfalls on huge offers, discounts and other events. This
further gives chances of criticism that there is crowd problem at Big Bazaar.
Although there are only 11% of total responses for Non Sectional customers
who reported so (see Figure 2.1). The challenge for Big Bazaar is crowd
management and distribution of population on different days.
g. Billing problem – Cash Tills are an important touch point for providing good
customer service in our stores. A well managed Cash Till ensures that more
products can be billed and every product leaving the store is billed in the most
efficient manner. But Billing issues and problems are turning to be major
problem for Big Bazaar. These are directly related with the training and
knowledge aspects of cashiers and everyone in Big Bazaar, as they should
also be aware of cash iering.
Big Bazaar is divided into floors and further into sections on each floor. This is done to
serve customers in best possible way and to compose an organized environment in Big
Bazaar to shop. These sections include Food Bazaar, Men’s Section, Ladies Section,
Kids Section, GM Home, Electronic Bazaar, Furniture Bazaar etc.
After all the Key issues were framed, Section wise and Non Sectional
Feedback was derived. This made it clear that what are the Key Issues of different
sections and Issues which are general in nature i.e. apart from all the sections. Following
are the Section wise findings from the data accumulated:

• Food Bazaar – As it’s clear from the Figure 1.1 above that most of the people who
have responded for Food Bazaar have reported Quality as major issue in this
section. 39% of the responded customers of Food Bazaar are Unsatisfied with
some of the S.K.Us of Food bazaar. Another major Key Issue is Sales Executive
problem. Absence of products remains the lowest reported issue by customers.
• BB Fashion – Dissatisfaction with the present quality of S.K.Us is one of the major
issue for BB Fashion. Nearly 61% of the respondents for BB Fashion customers
are found to do report the same. Moreover Apparels happens to be mostly
criticized S.K.U related to quality. Absence of Branded Stuff (22%) and Service
issues (17%) are another two Key Issues related to BB Fashion (see Figure 1.2).
• Furniture Bazaar – The two major Key issues of furniture bazaar are Service
Issues (50%) & Absence of Product (50%). Service issues are mostly related to
after sales service.
• Electronic Bazaar – 67% of 38 respondents for Electronic Bazaar had problem with
Non availability of product. Remaining had criticized service provided by
Electronics Bazaar.
• G.M Home – Absence of products and Sales Executive problems are the major
issues with G.M Home. The major problem of Non availability of S.K.U is with
Utensils, Plastics etc.
Findings from Non Sectional feedback is as follows

• Apart from all the sections Billing problems (21% out of 68 responses) are a matter
of concern for Big Bazaar. These problems occur mostly due to inefficiency of
cashiers to handle large footfall situations, mistakes by warehouse employees,
delay in upgrading of schemes/offers etc.
• Sales executive’s problems and Service issues are another major problem in Big
Bazaar irrespective of sections. Both the issues have 20% responses out of 68
people.

• Crowd problem as discussed previously happens to be a criticized area by some of
the respondents. But crowd situations are generally a part of Retail formats. What
remains on the part of Big Bazaar is how efficiently they can manage this crowd.
4.1.2 Level of Customer awareness at Big Bazaar, Ratan Mall, Agra –

There are various offers and discounts occasions at Big Bazaar. These Offers/Discount
events are the property of Big Bazaar. These includes Wednesday Bazaar, Monthly
Bachat Bazaar, Sabse Saste 3 Din, Exchange offer etc. For Big Bazaar these Occasions/
Events are differentiating factors and therefore it becomes essential that customers
should get aware of these initiatives by Big Bazaar.
This project also aimed at analysis of customer awareness of these Events/Occasions at
Big Bazaar. The table of findings for these is as follows:
S.No Event/Occasion Yes No Total No. of

Responses
1. Wednesday Bazaar 39 83 122
2. Monthly Bachat Bazaar 29 97 126
3. Sabse Saste 3 Din 31 92 123
4. 5 Din Maha Bachat Ke 21 103 124
5. Exchange Mela 54 68 122
Table 4.1 Customer’s Response table for events

Some of the observations regarding Customer Awareness were –
• Customers visited for Big Bazaar, Ratan Mall, Agra are not much aware of certain
Important events like Wednesday Bazaar, MBB etc. The main problem is that
customers are purchasing on these days but are not aware about the concept and
benefits of purchasing on these Offer/Discount periods. For example: MBB says
that Plan for commodities and products which are priority for every household at the
start of each month.
For building long term loyalty with customers its imperative that they should
know about the motives behind these events and how they and their family can
benefit from them.
• Creating spokesperson is also up to a great extent depends on the familiarity of
Spokesperson with the concept on which Big Bazaar works. Knowledge about
different events which are properties of Big Bazaar can go a long way in creating
such entities and growth in loyal customers.
• For events like 5 Din Mahabachat Ke customer awareness is exceptionally low. The
main reason for this probably is that Big Bazaar, Ratan Mall, Agra for, which
awareness study was done, started in November 2008. So when 5DMBK will be
celebrated, it will be first instance for Nearby Catchment and loyal customers of Big
Bazaar, Ratan Mall to come across such an event in this mall.

CHAPTER 4
LIMITA TIONS
4.2 LIMITATIONS DURING THE RESEARCH WORK

There were certain constraints and limitations encountered during the summer project
completion at Big Bazaar. These Limitations/Constraints are listed as below:
• For the successful completion of the project it was imperative to visit customers and to
have a genuine sample size for conducting research work. But visiting time was one of
the major problems faced during the survey. Mostly the customers were visited
between 11:30 A.M to 4:00 P.M. and not in the evening as this time was leisure time
for most of the customers. Moreover customers were also contacted before visiting
their home but still they tend to get frustrated when visited for survey.
• As the project is basically concerned with customer behavior and generating
spokesperson for Big Bazaar. There was less learning from some major areas of Big
Bazaar like: Various aspects of Warehouse which included Inventory Management,
SAP operations, Generating Purchase Order. The reason was that Warehouse is an
area which required full time presence.

CHAPTER 5
CO NCL USI O N & SUG G EST I O NS
5.1 SUGESSTIONS
Based on the analysis of the survey and the work done at Big Bazaar Ratan Mall some
suggestions/ recommendations were given which are stated as under:
• Analysis of the survey conducted informed Big Bazaar that most of the nearby
catchment customers are still unaware of the Offer/Discount events at Big Bazaar.
Big Bazaar should have medium of communication for customers. This medium
can reach surveyed customers, Data base customers etc. The medium of
communication can be a 4-5 page magazine, pamphlets, newspaper
advertisements, fliers etc.
• Food Bazaar employees can play an important role in educating the employees not
only about various events but can also guide them to other sections. Though each
and every employee play an important role in educating and guiding customers but
Food Bazaar is a main interaction point at Big Bazaar Ratan Mall due to the
preference of customers and structure of Big Bazaar Ratan Mall.
• A regular monthly or fortnight test with name “Know Your Section” for all the
employees of Big Bazaar was recommended as it will advance the knowledge of
each employee whether they are promoters, full timers or part timers. The test
should carry questions according to the section employees is accustomed.
• A marketing team should continue this same survey of visiting the customers and
extracting feedback from customers of not only near by catchment but far areas of
Agra. This will help the management to keep a track of the demands of customers
regarding products and services offered by Big Bazaar and various other aspects
of customer behavior and awareness. This will also assist Big Bazaar in creating
long term relations with the existing loyal customers and new customers.

• Another activity which will help Big Bazaar in terms of maintaining admirable Customer
relations will be conducting dinner of Store Manager, Assistant Store Manager Etc with 10-
12 families of Agra which criticize Big Bazaar the most. These families should be influential
families of Agra and can be chosen on the basis of feedback provided by them in this
survey. The rational behind this is that the most criticizing families are generally bold
enough to influence the group of people they meet daily, weekly or so. So the dinner with
managers can remove their misconceptions about Big Bazaar, can create a positive image
of Big Bazaar and hence can convert these customers into satisfied customers or most
satisfied customers of Big Bazaar. This activity can be carried out monthly on different days
according to the number of customers invited for dinner.
• A magazine including information about Offers/Discount events of Big Bazaar was
recommended for customers. The main reason behind it is the lack of customer awareness
about these special revenue generating Offers/Discounts of Big Bazaar. The magazine
basically includes detail explanation (reason behind these events, benefits from these
events to customers etc.) of Offer/Discounts events. The magazine will target the
positioning of these events in the mind of customers. It also includes advertisements of
Food Court and Star & Sitara Saloon at Big Bazaar. Finally the magazine has been
designed and this proposed design has been sent to Zonal Head office for further
confirmation.

5.2 CONCLUSION
Big Bazaar is a hypermarket chain which combines the looks and feel of an Indian Bazaar. This
type of format is not new for Agra now as Big Bazaar Ratan Mall is the second store in Agra.
But the catchment area which this Big Bazaar caters to is entirely different from the one
situated at Pacific Mall. Though majority of the customers have accepted Big Bazaar for their
daily needs and are already accustomed to this organized retail format. The biggest advantage
with Big Bazaar is the closing down of Subhiksha and Spencers retail operations in Agra.
The challenge for Big Bazaar is to gradually draw customer’s attention from far away areas of
Agra and to sustain current growth they had in these initial months. This can be done with
superior service and best products at reasonable price offering. Another challenge is the
successful positioning of events of Big Bazaar in the mind of customers. The more familiarity
customer will have with Big Bazaar, more they can benefit from Big Bazaar, then more will be
the loyalty and hence more profits for Big Bazaar.

CHAPTER 6
ACT I VI T I ES UNDERT AKEN
6.1 ACTIVITIES UNDERTAKEN SUBSEQUENT TO RESEARCH FINDINGS

There are a number of activities undertake during the course of summer internship for Big
Bazaar, Ratan Mall, Agra. These activities involve the initiatives taken during the survey
and some after the results of survey were deduce.
Following are the list of activities conducted during the course of internship:
1. Focus Group Activity: The first activity included engaging surveyed customers for
Kitty Parties/ Club Parties/ Birthday Parties at Big Bazaar’s Food court Chowpatty.
The whole idea behind this was that if a customer, primarily ladies, will be
influenced for conducting a Kitty/Club/Birthday party or any other social group
activity, then this will boost word of mouth publicity for Big Bazaar, Agra. Also it will
make other customers aware of Big Bazaar and other aspects related to it like;
Offer/discount events, different sections and finally will facilitate their shopping
experience at Big Bazaar.
There were in all 6 Kitty parties and 2-3 birthday parties conducted as a result of
survey. Also other visited customers are contacted regularly for celebrating these
parties.
Also after every party or celebration a “Talk with Manager” session was kept on the
approval of party members. This conversation with the manger included overall
feedback, any problems they faced, improvement areas, clearing misconceptions
etc. for party as well as Big Bazaar. This post activity after parties made them freely
interact with Manager about any minor or major problem they have faced at Big
Bazaar, Ratan Mall, Agra and will further evolve “They Care” positioning in the mind
of customers.
2. Designing Invitation Cards: All the surveyed customers were provided with an
Invitation card. There were two invitation cards used for the survey. This Invitation
card contains Offer/Discounts for the customers, which can further

ensure their visit at the store. The first one was provided by Future Group itself on
the occasion of Anniversary of Big Bazaar and the second Invitation card
(Appendix 3a & 3b) was designed under the supervision of Store Manager. This
second Invitation card also had the concept of “BIG BAZAAR WORKS HARDER”.
3. Event Marketing: Another activity undertaken was an event marketing which
included a Drawing competition conducted in Big Bazaar, Ratan Mall, Agra. The
objective of this competition is a follows:
•Achievement of Wednesday Sales target & large customer footfall.
•Close bonding with the customers (Primarily ladies with 0-8 years)
•Word of mouth publicity for Chowpatty (Food Court by Pantaloons Retail
India Limited) and Big Bazaar.
The modus operandi adopted for conducting this Drawing competition is as follows:
• Wednesday was decided as the day of competition as it’s the SABSE
SASTA DIN of week at Big Bazaar. This will increase the sales of Big
Bazaar on this particular day. Moreover this will also provide word of mouth
publicity for Wednesday Bazaar.
• A pamphlet for communicating customers about the Drawing competition
was designed. The design was developed under the supervision of Store
Manager.
• The age group 0-8 years was selected as this will encourage more parents’
initiative or involvement.
• Also for communicating with customers & enhancing the customer
awareness about different Offer/Discounts like Wednesday Bazaar, Monthly
Bachat Bazaar(MBB), Sabse Saste 3 Din(SS3D), 5 Din Maha Bachat
Ke(5DMBK) etc. an Information page (Appendix 2) was included on the
back of Rules & regulation sheet. These Rules and Regulation page was
handed over to customers after they registered for the event.

• Further Chowpatty was decided as the venue as this will give word of mouth
publicity to even far distance places of Agra.
• The Prizes and Certificates were distributed next Wednesday i.e.
Wednesday Bazaar again was selected for promotion and large footfall.
• Another event was taken as dance competition for:
Increase footfall.
Promotion of kids & toys section.
Increase sales of that section.

CHAPTER 7
EXT RA ACT I VI T I ES UNDERT AKEN
7.1 EXTRA ACTIVITIES CONDUCTED DURING INTERNSHIP PROGRAM During

the internship process I did a minor project for 1 week. The project was based upon
WAYS OF SHRINKAGE & THEIR PROTECTING MEASURES AT BIG BAZAAR &
FOOD BAZAAR.
7.1.1 Objective of Minor Project

The objective of this project are stated as below:
• To study what is Shrinkage, how does it affect retail organisations like Big Bazaar,
Causes and other aspects of shrinkage.
• To reduce shrinkage in Big Bazaar as well as Food Bazaar by suggesting
appropriate measures for different S. K. U/Products.
7.1.2 Introduction
•What is Shrinkage?
Shrinkage is defined as the difference between the amount of physical stock and system
stock.
•How does shrinkage affect us ?
Shrinkage reduces the total retail value of the merchandise in the store without any
returns . In effect, your merchandise is taken through the backdoor without system
outward , goes out of the front door without billing, gets thrown out with the trash, or is
simply consumed without any payment received .
•Cost Of Shrinkage

Directly eats into our profits and thus affects each & thus effects each and every one of
us. While we think that our store is extremely profitable , we are actually losing precious
lakhs trough shrinkage.
•Causes Of Shrinkage
�Customer Theft (Shoplifting).
�Employee theft.
�Damages, Spoilage, Breakage.
�Vendor over billing.
�Paperwork errors.
•Contributors of Inventory Shrinkage:
~ Employee Theft – For a retail store it is a term that is used when an

employee steals merchandise, food, cash, or supplies while on the job.
Internal pilferage of this nature accounts for the biggest chunk of inventory
shrinkage.
• ~ Shoplifting – This occurs when a person enters the store as a

customer and steals. The customers may device creative methods to steal
the products on the shop floor and by pass the security systems. However
shoplifting is more of an impulse phenomenon.
• ~ Paperwork errors – This generally happens due to negligence in

following standard operating processes such as proper documentation and
system of inwarding & outwarding of goods.
• ~ Vendor Fraud – This phenomenon generally takes place in

conjunction with an employee as an accomplice. The Vendor may ploy with
an

employee and provide fraudulent inwards. i.e. under delivery or over
delivery of products.
7.1.3 Standards for preventing shrinkage
Tagging Should Be Done Keeping In Mind the following Standard Principals:-Table 9.1
Table of Standards Operating Procedures for shrinkage prevention

Sr. Category Item Detail Tag type Where
No.
1. Appare Bottoms (with or All items above Hard tags Seam of the
l without Loops) Rs.299 garment right
hand side on
(Trousers, Skirts, the
Shorts, Jog Pants,
Denim Jeans, all in
Ladies, Kids and
Gents) Seam of the
garment lower
right end side
Tops of
the garment all
(Blouses, shirts, All items above the time.
kurtis, Rs.300
T-shirts, tops)
Bottoms without Belt All items below Hard tags Seam of the
Loops Rs.300 garment right
hand side on
the
upper hip area
Bottoms with Belt On the right

Loops hand
loop. side pant
String tags
(Trousers, Skirts,
Shorts, Jog Pants,
Denim Jeans, all in
Ladies, Kids and
Gents)
Tops pique polo t- Below Rs.300 String tags Second button

shirts
Tops blouses, Kurtis Below Rs.300 String tags Last buttonhole

with buttonholes
Tops & tops without Below Rs.300 String tags Label of the
collar garment
Between the
Shirts Above Rs 300. Hard tags
second and
third
buttonhole
Shirts Below Rs 300. String tags Last buttonhole
Folded t-shirts Above Rs 300 Hard Tags Right side

JAIPURIA INSTITUTE OF MANAGEMENT P a ge
55
No.
Socks, briefs, Soft tags With the back
handkerchiefs paper intact-
etc inside the sock
Ties String tags On the loop
behind the tie
Belts String tags On the buckle
Scarves String tags On a folded

Ladies
corner
Belts String tags On the buckle
Ladies-Camisoles, Above Rs.150 Hard tags On the rear

undergarment strap
Ladies Below Rs.150 String tags Around the rear

undergarments strap
Packed pieces Men All Soft tags On the back of

and Women the box
Luggage & Purses, handbags, Above Rs.150 Hard tags On the zip strip
pouches, sports where ever top right hand
bags, laptop bags, possible side
portfolios, and all other wise
other bags. string tags
Purses, handbags, Below Rs.150 String tags On the strap or

pouches, sports through the
bags, laptop bags, hole
portfolios, and all in the zip top
other bags right hand side
Wallets All Soft Inside the coin

tag/String pocket with the
tag back paper
on/without the
string-just the
capsule
5. Ladies Bracelets, Above Rs.150 String

Accessories necklaces, Tags
earrings

No.
Toy cars, board Above Rs.75 Soft tags Behind the box
games, battery preferably on a
operated toys, plastic coating
sports
Soft toys with Above Rs.75 Hard tags On the label

Stitched labels where ever
possible
other wise
string tags
7. Stationery All stationary items. Above Rs.100 Soft tags
8. Sports Goods Cricket bats, Above Rs.150 String tags Through any
racquets, sports available hole
goods /on the handles
Feeding bottles, Above Rs.100 Soft tags On the

packed products, packaging or
diapers plastic cover
Adherence to Tagging norms is critical to ensure prevention of pilferage of store

inventory. Tagging must be done as per the Tagging Standard Guidelines as shrinkage of
merchandise has significant effect on the Store P& L.
There are three types of Tags:
Soft tags
Hard tags
String tags
In order to ensure that the merchandise is tagged without any damage, the Tagging
Standards Principles to be strictly adhered to. Every Department Manager to get an
approval from the Store Manager for the requisition of the tags before placing an order to
the Store LPC Team for the tags required for his/her department. Based on the
Requisitions received from the Department Manager, LPC Team to ensure sufficient

stock levels at all times. The Store LPC Team to procure the security tags from the HO
LPC Team. The Department Managers to train their staff to look for any loose or detached
tags that may be lying on the floor/Trial Room. The loose or detached tags collected to be
deposited with the LPC Team.
Security tags ensure safety of merchandise, securing these tags is a responsibility, which
plays a vital role.
While tagging soft tags on the merchandise, care to be taken to avoid smudging or hiding
statutory information as this may result in violating Labelling requirements stipulated
under Law. In order to ensure effectiveness of the Tagging Process, proper installation of
devices such as antennae at the store entrance, deactivating pads, and detachers at the
cash counter is required. LPC Team member to check the functioning of Security
Equipment on a regular basis at the time of Store Opening.
All shop in shop will not be tagged. All apparel of thin, flimsy, synthetic fabric like chiffon,
georgettes etc should be tagged with string tags as hard tags may damage the fabric.
7.2 METHODOLOGY & MEASURES ADOPTED
7.2.1 Methodology
1. First of all a thorough study of Standard Operating Procedures(SOP) related to

shrinkage was done. Like:Shoplifting, Tagging Standards etc.
2. In order to identify all possible ways of shrinkage in sections like GM
Fashion,GM Home, BB Fashion, Food bazaar etc. a complete understanding
was taken with the help of Store Manager, Assistant Store Manager,
Departmental Manager, Team Leader, Team Members, Security Staffs etc.
3. The short term project targeted primarily Apparels(Ladies, Mens, Kids, Infants)
and Food Bazaar.
4. Tagging sheet was prepared in order to cross check the status of tagging
standards in particularly three sections ladies, mens, kids. Wherein number of
untagged articles are noted down on the sheet for the period of one week. The

procedure was to note the number of untagged articles on a given day and these
untagged articles were informed to Team Leader or Team Member. This was done
in order to have all the articles tagged which will increase safety and decrease
shrinkage.
5. Then a cross check on alternative days was done that whether the untagged
articles were tagged or not in that particular section. If again the number of
untagged articles were found nearly same then it was reported to Departmental
Manager or Assistant Store manager.
6. Similarily in GM Home tagging standards were checked and studied with the help
of Team Leader.
7. Now for controling shrinkage at Food Bazaar a list of MB 52 stock i.e. top 52
shrinkage S.K.U was taken. This sheet of 52 stock included shrinkage S.K.U from
all the sections of Food Bazaar like Staples, FMCG Food, FMCG Non Food etc.
The motive of sheet was to calculate the variance in the Top 52 shrinkage products
and then takng control measures for these high variance products.
8. The procedure for calculating the variance or shrinkage in these top 52 products is
stated as below:
• The MB 52 stock sheet included coloums of Floor quantity, Warehouse quantity,
SAP quantity and Variance. Floor quantity and warehouse quantity of mentioned
products has to be filled by team members/ Employees of Food Bazaar and SAP
quantity of mentioned S.K.U. filled by Warehouse employees.
• Now daily the sheet was distributed to the employees of Food Bazaar section wise.
Then any employee of that section has to fill the floor quantity,warehouse quantity
of the products from their section. Like: If MB52 sheet included Himalya Face
Wash from Head To Toe section then they have to fill the floor quantity of
Himalya Face Wash and Warehouse quantity also. Then the sheet was provided to
Warehouse employees for calculating SAP quantity or System quantity of Himalya
Face Wash.

• Finally the floor quantity and warehouse quantity of Himalya Face Wash was added
and sustracted from SAP quantity. This gives the variance occurred in any
particular product or shrinkage in any given product.
7.2.2 Measures adopted

Now protective measures were taken in top vaiance products. These measures
included Soft tagging, Hard tagging etc.These measures upto an extent ensured
security lapses, Shoplifting cases etc. Some of the measures dopted are:
• ~ Soft tagging was done on 100 gm & 500 gm packet of Kaju,
Almonds, Raisins etc as they were high shrinkage products of Food Bazaar.
• ~ Soft tagging was also done on the entire range of Gillete shaving
gel, Gillete After shave lotion, Lakme sunscream, Garnier Roll-on etc. Each
of these products costed above Rs.150 per unit. Damage, Pilferage or
Shoplifting of these products highly contributed in exceeding shrinkage limit.
• ~ Any particular highly shrinkage product was taken and was put into
the pocket under the supervisin of manager. Then exit was made from
customer exit gate for checking the security vigilance. This was done 3
alternative days in a week.
• ~ FA soap which was free with Philips CFLs were attached with the help
of tape. This restricted shoplifting, pilferage of FA soaps.

7.3 CONCLUSION & RECOMMENDATION
Shop lifting in a store is a serious Security lapse that has a huge impact on the store
Profits. The shrinkage control team constituted at the store along with the Security team
should closely monitor the people moving in the store in a suspicious manner.
The shrinkage control Team should ensure that the Staff is trained on the Policy on
handling shoplifters. All Store Staff should be aware that though shrinkage control Team is
primarily responsible for handling shoplifters, every Staff at store is also responsible for
identifying such delinquent persons and prevent any loss arising out of shoplifting
To decide based on the gravity of the shoplifting, repetitiveness in the act of shoplifting
and the resistance shown by the shoplifter whether to refer the matter to the police and
file an FIR or not.
Internal Theft Is An Employee Serious Misconduct And Once Proven Is Liable For
Termination.
The Store Manager should ensure that adequate training programmes should be there for
all the Staff at store to notice and handle suspicious activities of other Staff in the store
and the Security Staff at the Staff entry/exit to frisk all Staff every time they move in/out of
the Main/Staff Entry/Exit.
There are some extra initiatives which needs to be taken at the store level like the free or
billed barcodes which need to be put on the items and the store manager should cross
check certain registers in order to make sure that the store is working according to standard
operating procedures . the store profit prevention club should regularly cross check the
tagging standard in different sections of the store. A regular audit should be taken by the
zonal L.P.C head to make sure that the store is following the S.O.P related to shrinkage.
these recommendations would certainly help the store to work within the allowed limit of
shrinkage and thus showing true profits .

Apart from the statements stated above, further recommendations were given which are
stated as under;
1) Cashiers need to be regularly trained so that they know all the new system updating
and offers also , it will help in reducing the shrinkage.
2) There should be a deadline for the new stock to be tagged
2)
3) There should be a clear specification about the packed merchandise whether they
should be tagged or not.
4) There should be a visitor I D card given to all visitors at staff entrance gate.
5) Tagging should be done in the warehouse and than only the merchandise should be
sent on the floor so that there should be no untagged article on the floor.
6) Items which cannot be tagged, there packing should be tapped properly to prevent
damage and shrinkage.
7) Items returned by the customers should be kept separately and should not be
allowed without tagging on the floor.
8) Regular training of the guards related to shrinkage is must for the store.

APPENDICES
Appendix 1 QUESTIONNAIRE
PERSONAL INFORMATION
NAME: ADDRESS:
CONTACT: CLU B/KITTEY:
1. Have you visited BIG BAZAAR, Ratan Mall, Agra?
•Yes
•No
2. What is the frequency of your visit?
•Once in a month
•Twice in month
•Thrice in a month
•Every weak
3. Which is the most visited section by you? You can tick mark more than one section.
•Apparels ( Men’s, ladies, kids clothing )
•Food and vegetable
•Electronic bazaar (Microwave Owen, Juicers, Grinders, Iron)
•Plastics, Utensils, crockery, Home decor etc.
•Furniture Bazaar
4. Any specific reason for not visiting other sections?

5. How’s your interaction with sale executive?
•Very good
•Good
•Average
•Below average
6.Tick mark suitable answer according to you for the following:
VERY GOOD GOOD AVERAGE BELOW AVG
SERVICE
TRUST ON BIG BAZAAR
MERCHANDISE QUALITY
7. Are you aware of:

Yes/No
Wednesday bazaar
Yes/No
Monthly Bachat Bazaar
Yes/No
Sabse Saste 3 Din( 26th Jan)
Yes/No
5 Din Mahabachat(15th Aug)
Yes/No
Exchange Mela
8.Any Other Feedback:
9.Any specific reason for not visiting Big Bazaar?
Appendix 2: Information Page for Customer Awareness
JAIPURIA INSTITUTE OF MANAGEMENT Page 66

Hum sabki hoti hai roz ki choti badi jaruratein, unhe pura karne ke liye
hum
karte hai alag-alag jagah se shopping.
Kya hum iss tarah ki shopping se bachat kar patein hai???
SHAYAD NAHI.
Dhayan dijiye, hum hafte bhar ki zaruraton ke liye jate hai alag alag
markets
aur khote hai apna kimati Waqt, Petrol, Din bhar ki Urja.
bhi BIG BAZAAR se jaha sab kuch milta hai ek hi chhat ke niche.
So Dear Customers,Wednesday Bazaar kare matlab
se planned shopping
Monthly Bachat Bazaar – Every Month First 8 Days
Har mahina lata hai jaruratein, Isliye hota hai sabse jayda kharcha
mahine ki shuruwat mein.
Sawal hai ki har mahine ke kharcho se Kaise kare Bachat???
So Dear Customers, Big Bazaar ne socha aapke liye aur shuruwat

kari MONTHLY BACHAT BAZAAR ki.
Ab karidiye sabse sasta tab,
Hum Diwali, Holi, Raksha bandhan aur dusre kayi Tayohar manate hai. Lekin Aazadi Kyo Nahi?
Big bazaar inn sabke saath manata hai aapki aazadi ko bhi, ji haan 26th January par Big Bazaar
deta hai aapko SABSE SASTE 3 DIN aur 15 t h August ko 5 DIN MAHABACHAT ke taki aapko mil
sake apne liye khul kar kharidne ki Aazadi.
So Dear customer, Aayein Big Bazaar aur le jaye Daily household needs ke food items aur grocery
se lekar apparels, footwear, toys, luggage,kitchenware, bed and bath ware, home décor,
furniture,
JAIPURIA INSTITUTE OF MANAGEMENT

Appendix 3(a): Invitation Card front face

Appendix 3(b): Invitation Card back face

BI BL I O G RAPHY
•www.bigbazaar.com

•www.futurebazaar.com
•http://en.wikipedia.org/wiki/Big_Bazaar
•www.pantaloon.com
•http://business. mapsofindia.com/india-retai l-industry
•www.ibef.org/industry/retail.aspx
• http://www.economywatch.com/business-and-economy/i ndian-retail-
industry.html

Final Rep-Ankit Baghel

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TABLE OF CONTENTS- II

My special thanks is extended to all the Department Managers for theghelir

I express my deep sense of gratitude reverence for my parents and my parents

JAIPURIA INSTITUTE OF MANAGEMENT Page

JAIPURIA INSTITUTE OF MANAGEMENT Page

S.NO. CONTENTS PAGE NO.

JAIPURIA INSTITUTE OF MANAGEMENT Page

S.NO. CONTENTS PAGE

1.1.1 Evolution Of Indian Retail Industry 10

1.1.2 Segments In the Retail Industry 10-11

1.1.3 Organized Retail Sector 11-12

1.1.4 Top Companies in Organised Retail Sector 13-14

1.1.5 Retailing in India: A Forecast 14

1.2 FUTURE GROUP 15-16

1.3 FUTURE GROUPS VISION 17

1.4 FUTURE GROUPS MISSION 17

1.5 FUTURE GROUPS MANIFESTO 18

1.6 PANTALOONS RETAIL INDIA LIMITED(PRIL) 19-20

1.7 BIG BAZAAR 21

OBJECTIVE AND METHODLOGY

2.1 RESEARCH OBJECTIVE 22

JAIPURIA INSTITUTE OF MANAGEMENT Page

2.1 METHODOLOGY ADOPTED FOR THE 23-26

2.3 SUMMARY OF RESEARCH METHODOLOGY 28

CHAPTER 3 DATA ANALYSIS & 29

3.1 KEY FACTORS/ISSUES 29

3.1.1 Section Wise Major Key Factors/Issues 30-33

3.1.2 Non Sectional Wise Major Key Factors/Issues 35-39

CHAPTER 4 RESEARCH FINDINGS AND 40

4.1.2 Level of Customer awareness at Big Bazaar,

4.3 LIMITATIONS DURING THE RESEARCH

JAIPURIA INSTITUTE OF MANAGEMENT P a ge 5

CHAPTER 5 CONCLUSIONS & SUGGESTIONS 46

5.1 ACTIVITIES UNDERTAKEN SUBSEQUENT 46-48

CHAPTER 6 ACTIVITIES UNDERTAKEN 50

6.1 ACTIVITIES UNDERTAKEN SUBSEQUENT 50-51

7.1 EXTRA ACTIVITIES CONDUCTED DURING 53

7.1.3 Standards for preventing shrinkage

JAIPURIA INSTITUTE OF MANAGEMENT P age

7.2.1 Methodology 59-60

7.3 CONCLUSION & RECOMMENDATION 62-63

JAIPURIA INSTITUTE OF MANAGEMENT P age

S.NO. CONTENTS PAGE

3.1 Summary of Research Methodology 28

CHAPTER 5 RESEARCH FINDINGS

5.1 Customer’s Response table for events 44

CHAPTER 9 EXTRA ACTIVITIES UNDERTAKEN

9.1 Table of Standards Operating Procedures for shrinkage 55-58

JAIPURIA INSTITUTE OF MANAGEMENT P age

S.NO. CONTENTS PAGE

4.1 Major Key Factors/Issues of Food Bazaar 30

4.2 Major Key Factors/Issues of BB Fashion 31

4.3 Major Key Factors/Issues of Furniture Bazaar 32

4.4 Major Key Factors/Issues of Electronic Bazaar 32

4.5 Major Key Factors/Issues of Home 33

4.6 Non Sectional Wise Major Key Factors/Issues 34

4.7 Customer Awareness of Wednesday Bazaar 35

4.8 Customer Awareness of Monthly Bachat Bazaar 36

4.9 Customer Awareness of Sabse Saste 3 Din 37

4.10 Customer Awareness of 5 Din Mahabachat ke 38

4.11 Customer Awareness of Exchange Mela 39

JAIPURIA INSTITUTE OF MANAGEMENT P age

1.1 INDIAN RETAIL INDUSTRY