Prestige Institute of Management and Research,

Indore
(An Autonomous Institution Established in 1994, Accredited with Grade ‘A++’ NAAC (UGC) ISO 9001: 2008
Certified Institute, AICTE / UGC Approved Programs affiliated to DAVV, Indore)

(Batch 2020 – 2022)

Summer Internship Project Report on

“Challenges faced by consumer while ordering
or cancelling from the Big Bazaar app”

Faculty Mentor: Submitted By:

Dr. Rupal Chowdhary Ashwini Bhagwat

Class- MBA FT- II
Section- ‘A’
Scholar No. - 1121212614
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 STUDENT DECLARATION

I, Ashwini Bhagwat, hereby declare that the presented Summer Internship Project Report titled “Challenges
faced by consumer while ordering or cancelling from the Big Bazaar app” is uniquely prepared by me after
the completion of 60 days’ work at Big Bazaar- Future Retail.

I also confirm that the report is prepared only for my academic requirement and not for any other purpose. It
must not be used with the interest of opposite party of the corporation.

I also hereby declare that I have read and understood the evaluation method (rubric) of Summer Internship
Project.

…………………………….

Ashwini Bhagwat

(MBA –FT, II Semester, Section ‘A’)

Scholar No. 1121212614

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Page | 3
 CERTIFICATE

This is to certify that Ashwini Bhagwat, the student of Master of Business Administration Full Time program
of Prestige Institute of Management and Research, Indore has completed Summer Internship Project Report
titled “Challenges faced by consumer while ordering or cancelling from the Big Bazaar app” under my guidance
and supervision. As per my knowledge the work carried out by her is original and genuine. I wish further success
to her.

(Signature)

………………………….

Dr. Rupal Chowdhary

Prestige Institute of
Management and
Research, Indore

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 ACKNOWLEDGEMENT

This project has been as an honest and dedicated attempt to make the analysis on Retail Industry (Big Bazaar-
Future Retail). And I earnestly hope that it provided useful and workable information and knowledge to any person
reading it.

The internship opportunity I had with Big Bazaar- Future Retail was a great chance for learning and professional
development. Therefore, I consider myself lucky as an individual as I was provided with an opportunity to be a
part of it. I am also grateful for having a chance to meet so many wonderful people and professionals who led me
through this internship period.

During the period, I had the pleasure of working closely with proficient organization people who shared with me
their experience and helped me in completion of my project. I express my sincere thanks to my Director Ma’am
Dr. Yogeshwari Phatak, my project guide Mr Vaybhav Verma and my institute faculty mentor Dr. Rupal
Chowdhary for guiding me.

I am grateful to my parents who have been my mentors and motivator. I am also thankful to all my batch mates
who have been directly or indirectly involved in successful completion of my project.

Lastly, I would also like to give a note of thanks to my college’s placement cell with the help of which I have got
a chance to do my internship from such a big company.

Place: Student Name:

Indore Ashwini Bhagwat

MBA FT- II – A

1121212614

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 CONTENTS

S.No. Page No.

1. Chapter 1: About the Industry / Sector 7

2. Chapter 2: About the Organisation 12

2.1 History of the organization and objective 13

2.2 Vision/ Mission Of The Organization 20

2.3 Organisation structure 21

3. Chapter 3: Departmental Description: 22

3.1 Finance Department 23

3.2 Personnel Department or Human Resource Department 26

3.3 Production/Operations Department 28
3.4 Marketing Department 33

4. Chapter 4: SWOT Analysis of the Big Bazaar 41

5. Chapter 5: Learning and Weekly overview of internship 45

activities
46
5.1 Learning form Internship
50
5.2 Weekly Overview

6. Chapter 6: Conclusion and Suggestion 59

Appendices and References 62

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Chapter 1: About the Industry / Sector

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 INTRODUCTION

The India Retail Industry is the largest among all the industries, accounting for over 10 per cent of the country’s
GDP and around 8 per cent of the employment. The Retail Industry in India has come forth as one of the most
dynamic and fast paced industries with quite a few players entering the market. But all of them have not yet tasted
victory because of the heavy initial investments that are required to break even with other companies and compete
with them. The India Retail Industry is gradually inching its way towards becoming the next boom industry.

The total concept and idea of shopping has undergone an attention drawing change in terms of format and
consumer buying behaviour, leading in a revolution in shopping in India. Modern retailing has entered into the
Retail market in India as is observed in the form of lively shopping centres, multi-storied malls and the huge
complexes that offer shopping, entertainment and food all under one roof.

A large young working population with median age of 24 years, nuclear families in urban areas, along with
increasing workingwomen population and emerging opportunities in the services sector are going to be the key
factors in the growth of the organized Retail sector in India. The growth pattern in organized retailing and in the
consumption made by the Indian population will follow a rising graph helping the newer businessmen to enter the
Indian retail industry.

THE INDIAN RETAIL SCENERIO

Purchasing power of Indian urban consumer is growing and branded merchandise in categories like Apparels,
Cosmetics, Shoes, Watches, Beverages, Food and even Jewellery, are slowly becoming lifestyle products that are
widely accepted by the urban Indian consumer. Indian retailers need to take advantage of this growth and aim to
grow. The emphasis here is on retail as a brand rather than retailers selling brands. The focus should be on branding
the retail business itself. In their preparation to face fierce competitive pressure, Indian retailers must come to
recognize the value of building their own stores as brands to reinforce their marketing positioning, to communicate
quality as well as value for money. Sustainable competitive advantage will be dependent on translating core values
combining products, image and reputation into a rational retail brand strategy.

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 GROWTH OF RETAIL SECTOR IN INDIA

Retail and real estate are the two booming sectors of India in the present times. Retail, one of India’s largest
industries, has presently emerged as one of the most dynamic and fast paced industries of our times with several
players entering the market. Accounting for over 10 per cent of the country’s GDP and around eight per cent of
the employment retailing in India is gradually inching its way toward becoming the next boom industry.
As the present-day retail sector in India is reflected in sprawling shopping centers, multiplex- malls and huge
complexes offer shopping, entertainment and food all under one roof, the concept of shopping has altered in terms
of format and consumer buying behavior, ushering in a revolution in shopping in India. This has also contributed
to large-scale investments in the real estate sector with major national and global players investing in developing
the infrastructure and construction of the retailing business.

 The trends that are driving the growth of the retail sector in India are-
o Low share of organized retailing
o Falling real estate prices
o Increase in disposable income and customer aspiration
o Increase in expenditure for luxury items (CHART)

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 RETAILING FORMAT IN INDIA

In India, at present, retailing activities are being carried through wide varieties of formats ranging from
“Pheri wala” in streets to Modernized Malls in Metro cities. However from study point of view these formats can
easily classified into following three Groups.

EMERGING
Modern Kiosks
TRADITIONAL ESTABLISHED
Convinience Stores
Kiosk
Itenereant Salesman Departmenral Stores
Kirana Shops
Haats Chain Stores
Independent Stored
Franchise
Cooperatives
Speciality Stores
Shopping Malls/ Plaza

Malls:
The largest form of organized retailing today. Located mainly in metro cities, in proximity to urban outskirts.
Ranges from 60,000 sq. ft. to 7, 00,000 sq. ft. and above. They lend an ideal shopping experience with an
combination of product, service and entertainment, all under a common roof. Examples include Shoppers Stop,
Piramyd, and Pantaloons’.

Specialty Stores:

Chains such as the Bangalore based Kids Kemp, the Mumbai books retailer Crossword, RPG's Music World and
the Times Group's music chain Planet M, are focusing on specific market segments and have established
themselves strongly in their sectors.

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Discount Stores:

As the name suggests, discount stores or factory outlets, offer discounts on the MRP through selling in bulk
reaching economies of scale or excess stock left over at the season. The product category can range from a
variety of perishable/ non-perishable goods.

Department Stores:

Large stores ranging from 20000-50000 sq. ft, catering to a variety of consumer needs. Further classified into
localized departments such as clothing, toys, home, groceries, etc.

Hyper marts/Supermarkets:

Large self-service outlets, catering to varied shopper needs are termed as Supermarkets. These are located in or
near residential high streets. These stores today contribute to 30% of all food & grocery organized retail sales.
Super Markets can further be classified in to mini supermarkets typically 1,000 sq. ft. to 2,000 sq. ft. and large
supermarkets ranging from of 3,500 sq. ft. to 5,000 sq. ft. having a strong focus on food & grocery and personal
sales.

Convenience Stores:

These are relatively small stores 400-2,000 sq. feet located near residential areas. They stock a limited range of
high-turnover convenience products and are usually open for extended periods during the day, seven days a
week. Prices are slightly higher due to the convenience premium

MBO’S:

Multi Brand outlets, also known as Category Killers, offer several brands across a single product category.
These usually do well in busy market places and Metros.

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Chapter 2: About the Organisation

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 2.1 HISTORY OF THE ORGANIZATION AND OBJECTIVE

FUTURE GROUP

 1,500 stores

 400 cities

 Total income of Rs. 4,424.89 crore in the first nine months of FY21.

 Leading retailer in India

Future Retail Limited (FRL) is an India-based company, engaged in the business of retailing a range of household
and consumer products through departmental store facilities under various formats. The company is primarily
engaged in the business of multi-brand retail trade. The company has access to approximately 20 compact
hypermarket easy day stores and over 210 supermarket easy day stores. Its retail formats primarily consist of
value business and home business. In its value business, the company operates across formats like Big Bazaar, a
hypermarket; Food Bazaar, a supermarket; FBB, a fashion destination. In its home business, the company operates
Hometown, a one-shop destination for home improvement, and eZone, a consumer durable and electronics chain.
Company Website: www.futureretail.in

Future Group is a corporate group and nearly all of its businesses are managed through its various operating
companies based on the target sectors. For example, retail supermarket/hypermarket chains Big Bazaar, FBB,
Food Bazaar, Food Hall, Hometown, etc. are operated by its retail division, Future Retail Limited, while its fashion
and clothing outlets Brand Factory, Central, and Planet Sports are operated via another of its subsidiaries, Future
Lifestyle Fashions Limited. Furniture is retailed through Hometown stores in major cities and online. With these
many fashion outlets and supermarkets, the group also promotes its fashion and sports brands like Indigo Nation,
Spalding, Lombard, Bare, etc., and FMCGs like Tasty Treat, Fresh & Pure, Clean Mate, Ektaa, Premium Harvest,
Sach, etc. It also has operating companies to cater specifically to internal financial matters and consulting within
its group of companies.

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 BIG BAZAAR- FUTURE RETAIL TIMELINE

1987 The company is incorporated under the name of Manz Wear Private Ltd.
Pantaloons, one of India's first formal trouser brands, is launched.

1991 Company's name changed to Pantaloons’ Fashions (India) Limited. BARE, an Indian
denim brand is launched.

1992 Initial Public Offer (IPO) of shares by the company.

1997 Pantaloons’ Retail enters modern retail with the launch of the first 8000-sq. ft. store
Pantaloons in Kolkata.

2001 Pantaloons’ Retail launches three Big Bazaar stores within a span of 22 days in Kolkata,
Bangalore and Hyderabad.

2002 Food Bazaar, the supermarket chain is launched.

2005 Big Bazaar launched a unique shopping program: the Big Bazaar Exchange Offer,
inviting customers to exchange household junk.

2007 Bazaar was initiated in January 2007 and was promoted as ‘Hafte Ka Sabse Sasta Din’
(Cheapest Day of the Week). The idea behind this scheme was to draw customers to
stores on Wednesdays, the day when consumer presence is usually less. According to
the chain, the aim of the concept was ‘to give homemakers the power to save them.
They also launched their website in this year.
Big Bazaar partnered with a shopping portal Futurebazaar.com and expanded its retail
footprint to 50 stores.

2008 In the year 2008 Big Bazaar launched its 101 store. The same year “Monthly Bachat
Bazaar” (Monthly Budget Market) campaign was launched which provided
significantly low prices and gave discounts on bulk purchases in the first week of the
month.
2012 Big Bazaar launched its home delivery services in Mumbai.

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2014 India's first mega food park was inaugurated by India's honourable PM Shri Narendra
Modi at Tumkur Karnataka. In 2014 Big Bazaar launches new advertisement campaign
Making India Beautiful and they had changed the logo.
2015 Future Group partnered with India's fastest growing ayurvedic company, Patanjali
Ayurved.

2018 Premji Invest bought 6% stake in Future Retail.

2019 CCI approved the acquisition of 7.30% of the equity share capital of Future Retail
Limited (FRL) by Future Coupons Limited.
Amazon acquired 49% stake in Future Coupons, a Future Group entity

2020 Reliance Retail Ventures Limited acquired Future Retail Limited.

Big Bazaar launched mobile site, Shop.BigBazaar.com.
FRL and Amazon signed two agreements focusing on key categories - grocery and
general merchandise and fashion and footwear.

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 ABOUT BIG BAZAAR

TYPE Private

INDUSTRY Retail

FOUNDED 2001; 20 Years ago

FOUNDER Kishore Biyani

Headquarters Maharashtra, India

Number of locations 295 stores nationwide (August 25, 2019)

Area served India

Products  Electronics; Movies and music; Home and furniture; Home improvement;
Clothing; Footwear; Jewellery; Toys; Health and beauty; Pet supplies;
Sporting goods and fitness; Auto; Craft supplies; Party supplies; Grocery

Services  JioMart

Owner  Future Retail

Website  bigbazaar.com or shop.bigBazaar.com

Big Bazaar is an Indian retail chain of hypermarkets, discount department stores, and grocery stores. The retail
chain was founded by Kishore Biyani under his parent organisation Future Group, which is known for having a
significant prominence in Indian retail and fashion sectors. Big Bazaar is also the parent chain of Food Bazaar,
Fashion at Big Bazaar (abbreviated as fbb) and eZone where at locations it houses all under one roof, while it is
sister chain of retail outlets like Brand Factory, Home Town, Central, eZone, etc.

Founded in 2001, Big Bazaar is one of the oldest and largest hypermarket chains of India, housing about 250+
stores in over 120 cities and towns across the country.

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Big Bazaar is not just another hypermarket; it caters to every need of your family. Where Big Bazaar scores over
other stores is its value for money proposition for Indian customers.
Big bazaar guarantees that you will definitely get the best products at the best prices. With the ever-increasing
array of in-house brands, it has opened doors in the world of fashion and general merchandise, including home
furnishings, utensils, crockery, cutlery, sports goods and much more at prices that will surprise you.

3B MODEL OF MANAGEMENT:

BELIE BEHAVI VYAHAR

BUSINE VYAPAR
F VISHWAS OUR SS

OUR OUR
OUR BELIEF
BEHAVIOUR CULTURE

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 BIG BAZAAR AAPLICATION- shop.bigbazaar.com

Big bazaar application provides the opportunity to "Shop anywhere, anytime from a vast range of products
including fruits, vegetables, and grocery, fashion and household items.
With a seamless online grocery shopping and delivery experience – convenient shopping is just a tap away.

What does Big Bazaar application offers?

1. 5000+ online assortment products from domestic and imported brands ranging from fresh fruits, vegetables,
staples, bakery, dairy, egg, beverages, spreads, spices, condiments & sauces, home care, laundry, baby care &
diapers, personal care & beauty products, latest fashion and house hold products (fashion at big bazaar
collection is different in online and offline mode, it provides shopper with a variety of ranges and choices.)

2. Doorstep order delivery at your convenient slot for brands like Surf, Lux, Amul, Kosh, Britannia, Patanjali,
Vim, Aashirvaad, Golden Harvest, Red Label, Tata Tea, Nescafe, Tide, Pears, Dove, Kara, Pepsi, Pepsodent,
Cadbury, Lays, Tasty Treat, Kellogg’s, Lakme, Himalaya, Haldiram, Nestle and much more!

3. On-time delivery starting 9 AM until 9 PM all 7 days of the week

4. Free In-store order pickup. They will keep your order packed and ready as per your arrival time

5. Enjoy the same prices and offers as Big Bazaar stores.

6. Explore all store offers.

7. Pay securely and safely through Visa, MasterCard and Amex Debit Card, Credit Card, Net Banking
(including Axis, HDFC, ICICI, among others)

8. Future Pay accepted

9. No questions asked return policy during delivery or in-store pickup

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 OBJECTIVE

 Big Bazaar, one of the leading hypermarket chain in India, is planning to open 16 new stores over the next
three quarter. With this, the popular brand aims to touch 300 stores in the country, according to official-
they are on the course to complete the milestone of reaching 300 hypermarket stores in next three quarters,
said Sadashiv Nayak, Big Bazaar chief executive officer said.
 At present, Future Retail is operating 284 stores of Big Bazaar in over 100 cities across the country
 Following its expansion strategy, the Future Group firm is expanding into the smaller tier-II cities in India,
which are less impacted by the COVID-19 pandemic. The emerging consumption class in those areas have
attracted the hypermarket chain.
 The central objective for earlier businesses of Big Bazaar was to bring in stability and consolidation.
They were built to enforce order. However, in the new era where nothing remains constant, the dominant
theme for businesses needs to be speed and imagination.
 The new macro differentiator can be design. Design is helping companies to sell differentiated
experiences and solutions that connect with the consumer’s emotions.
 It’s no longer about selling products and services alone. It is just about completing transactions. Every
time a customer walks in, it is an opportunity to build a relationship and invite the customer to become a
part of the transformational scenario.
 Design management is helping us position the customer at the centre of every decision we take and also
operate with true entrepreneurial spirit.

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 2.2 VISION/ MISSION OF THE ORGANIZATION

GROUP VISION

“Future group shall deliver Everything, Everywhere, Every time for Every Indian Consumer in the most
profitable manner.”

GROUP MISSION

 Future Group shares the vision and belief that their customers and stakeholders shall be served only
by creating and executing future scenarios in the consumption space leading to economic
development.
 They will be trendsetters in:
 Evolving delivery formats
 Creating retail realty
 Making consumption affordable for all customer segments for classes and for masses.
 They shall infuse Indian brands with:
 Confidence and
 Renewed ambition.
 They shall be
 Efficient
 Cost-conscious and
 Committed to quality in whatever they do.

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 2.4 ORGANISATION STRUCTURE

PRESIDENT

VICE PRESIDENT

Marketing Category Finance Operations

Hr Manager
Manager Manager Manager Head

Marketing
Hr Head Category Head Finance Head Store Manager
Head

ZONAL ORGANISATIONAL STRUCTURE

ASSISTANT STORE
STORE MANAGER
MANAGER

Departme Consumer Visual

HR Administr Information Sales
nt Service Merchandi Marketing
Manager ation Manager
Manager Desk sing

Assistant Assistant
Departme Departme Maintenance Security Cashier
nt nt
Manager Manager

House
Team Keeping
Leader

Team ORGANISATION STRUCTURE OF BIG BAZAAR

Member

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Chapter 3: Departmental Description

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 3.1 FINANCE DEPARTMENT

Finance is the lifeline of any business. Retailing is all about exchange of goods and services for money. The
money that comes in to store by way of selling merchandise and goes out by way of salary or supplies is controlled
by finance department.

In case of centralized retailing, the regional finance manager (finance head) takes care of financial dealings of
each store. All payments are made from his office and all collection of various stores comes to his office. At the
independence stores, cashiers keep record of all financial transactions.
As per the guidelines of regional finance head, they can make some payments within some prescribed limit. But
these cashiers are supposed to send weekly, monthly or yearly report of all financial transactions to the regional
department.

Big Bazar performs a few basic functions, such as preparing the stores ‘Income and Expenditure Statements’
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 giving the weekly, monthly and yearly sales target to the managers of all
departments separately.

The finance department is also responsible for collecting and depositing the cash received, in the company’s bank
account daily. Firstly they check previous day’s cash of closing which is been submitted by the cashier last night.
These cash include: main cash, petty cash and float cash.

Then this cash goes to the banking process through CMS agencies and verification for the same is been done.
After this a report is been maintained in excel sheet which is been forwarded to the head office. There are several
modes of payment through which customer pay for their shopping. Cash, debit card, credit card, bb profit club,
future pay wallet, sodexo, ticket restaurant meal, Bajaj, Paytm, Bhim, UPI, Gift Voucher, other payback cards.

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 Profit & Loss - Future Retail Ltd. Rs (in Crores)

Mar'21 Mar'20 Mar'19

12Months 12Months 12Months
INCOME:
Sales Turnover 6261.04 22028.42 22056.95
Excise Duty 0 1910.1 1892.05
NET SALES 6261.04 20118.32 20164.9
Other Income 176.36 83.6 20.47
TOTAL INCOME 6437.4 20201.92 20185.37
EXPENDITURE:

Manufacturing Expenses 0 347.67 320.27

Material Consumed 5002.04 14915.39 14781.08

Personal Expenses 557.36 950.22 1074.41

Selling Expenses 0 451.93 379.71

Administrative Expenses 1267.4 1468.77 2572.52

Expenses Capitalised 0 0 0

Provisions Made 0 0 0

TOTAL EXPENDITURE 6826.8 18133.98 19127.99

Operating Profit -565.76 1984.34 1036.91

EBITDA -389.4 2067.94 1057.38
Depreciation 1328.17 1040.89 100.59
Other Write-offs 0 0 0
EBIT -1717.57 1027.05 956.79
Interest 1442.35 993.21 223.98
EBT -3159.92 33.84 732.81
Taxes 20.11 0 0

Profit and Loss for the Year -3180.03 33.84 732.81

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 Non Recurring Items 0 -224.45 5.81

Other Non-Cash Adjustments 0 0 0

Other Adjustments 0 224.45 -5.81

REPORTED PAT -3180.03 33.84 732.81

KEY ITEMS
Preference Dividend 0 0 0
Equity Dividend 0 0 0

Equity Dividend (%) 0 0 0

Shares in Issue (Lakhs) 5423 5273.98 5025.98

EPS - Annualised (Rs) -58.64 0.64 14.58

As we can see from the profit and loss statement given above of the past 3 years.
The income of Future Retail Ltd has reduced drastically and there is expenditure is comparatively more than the
income which shows that the company is in loss. And they should focus on increasing their income.

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 3.2 PERSONNEL DEPARTMENT OR HUMAN RESOURCE DEPARTMENT

The human resources (HR) division of a business organization handles the hiring and training of new employees
and administrative duties regarding the company’s staff. Some of the concepts human resource departments’ use
to measure performance is: productivity, employee engagement and turnover. HR maintains records and conducts
regular assessments of these performance measures for various reasons including employee satisfaction and
keeping production high.

Retail HR Manager Responsibilities include

 Designing and posting job ads to attract qualified candidates for in-store junior and senior positions.
 Forecasting hiring needs, particularly at festive seasons.
 Reporting on employee turnover rates (monthly, quarterly and annually):

RECRUITMENT PROCESS

• STORE MANAGER( Recruitment is Done from Head/Zonal Office)

• EXPERIENCE: 8 Years and Above in Retail Sector
BAND 4

• ASSISTANT STORE MANAGER( Recruitment is Done from Head/Zonal Office)

• EXPERIENCE: 5+ Years
BAND 3

• DEPARTMENT MANAGER, ASSISTANT DEPARTMENT MANAGER (

Recruitment is Done Through Campus Placement (aptitude tests and interview)/
Referral from Other Employees or Organisations)
BAND 2 • EXPERIENCE: 3+ Years

• TEAM MEMBERS AND TEAM LEADER ( Recruitment is Done through Store Walk
in Interview/ OR IF THEY ARE WORKING IN SOME OTHER ORGANISATION
WITH RELEVANT KNOWLEDGE THEY ARE HIRED)
BAND 1 • EXPERIENCE: No Experience Required

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HR/PERSONNEL POLICIES, TRAINING AND DEVELOPMENT ACTIVITIES,
EMPLOYEE WELFARE ACTIVITIES

 The HR department of Big Bazaar is very dynamic.

• Employees are the biggest strength and asset of any organization and the HR dept realizes 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.
• Training period of employees ranges from 20 to 25 days.
• They have continuous developmental Programs for all the 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).
• HRM in Retail “In today’s Era it is difficult to gain an edge through unique product offerings, since
today’s customers has easy access to a wide selection of goods.” Retailers are striving to create a
superior store experience for consumers –
To increase sales & Customer Loyalty Two Major Retail Variable Assets are:
1. Inventory
2. Labour

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 3.3 PRODUCTION/OPERATIONS DEPARTMENT

SUPPLY CHAIN MANGEMENT AT BIG BAZAAR

Retail Supply Chain Management is the process of managing the entire supply chain of retail organisations. The
differentiating factor of retail supply chain management from other supply chain management is in the volume of
product movement and the fast moving nature of the products of the retail industry. Retail supply chain has to be
monitored very closely and has to be free from defects as the products are always on the move and the cycle time
is very low. Further the continuous movement of materials across the supply chain is crucial to the success of any
organisation in the retail industry. Hence retail management is very crucial to any organisation in the retail industry
and has to be monitored closely and maintained properly.

Procurement in Big Bazaar happens from Central Distribution Centre and Local Vendors.
The Stock in the store is managed by System Application Data Processing (SAP).
The CDC are located in such a strategically positioned so that it can easily cater to the nearby Big Bazaar.

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Products/Services offered at Big Bazaar
Types of Inventories Maintained at Big Bazaar:
 Foods
 Staples
 Apparels
 Beauty Products
 Utensils, luggage etc.

The Layout of the Facility

The plan of or act of planning an optimum arrangement of facilities, including personnel, operating
equipment, storage space, materials handling equipment and all other supporting services along with the
design of the best structure to accommodate these facilities.
Objectives of planning a layout facility at big bazaar:
1. Providing comfort to the workers and catering to worker’s taste and liking.
2. Giving good and improved working conditions.
3. Minimizing delays in production and making efficient use of the space that is available.
4. Having better control over the production cycle by having greater flexibility for changes in the
design of the product.

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 Warehouse Management:

Big Bazaar Inward Processing at Warehouse

PURCHASE ORDER GENERATED BY SAP

RECEIVED BY THE VENDOR

VENDOR GENERATES INVOICE

VENDOR DELIVERS THE GOODS.

IRN (INVOICE REFERENCE NO.)ISSUED BY WAREHOUSE MANAGEMENT

TEAM.

STOCK TALLY. IF STOCKS TALLY FAILS THEN DISCREPENCY NOTE IS

GENERATED.

GRN ( GOOD RECEIVING NOTE) IS ISSUED.

STOCK IS EITHER PILED IN THE WAREHOUSE OR SENT TO THE FLOOR

FOR SALE.

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 Big Bazaar Out ward Processing at Warehouse:

RAISING OF PO TO THE VENDOR BY CDC

DELIVERY OF STOCK TO THE CDC

RECEIVING OF STOCKS AFTER WEIGHING, COUNTING AND GENERATION OF IRN

INFORMATION IS TRANSFERRED TO SAP

GENERATION OF GRN

STOCKS PILED STORED IN THE WAREHOUSE OF CDC

PO GENERATED FROM THE STORES TO CDC

OUTWARDING OF MATERIAL FROM CDC

RECEIVING OF GOODS AT BIG BAZAAR STORE

BIG BAZAAR WAREHOUSE

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Management of Stocks on the Floor:

 The stocks entered into the floor can only come out with a customer unless damage or defective.
 The stock management on the floor depends on the foot fall of customers.
 The stock management on the floor are analysed by the department manager. The concerned DM request
for the replenishment when the sales are high.
 The request is received by the warehouse team and accordingly replenishment happens.

Shrinkage Management:

 Store is finding huge loss in the form of shrinkage in spite of high security at the store. The store is finding
a high time managing the shrinkage.
 The company ties up hard tag and soft tag to reduce the shrinkage.
 Also, the company have deduced new strategy of manually counting each and every product of in every 6
months or a year at each and every store. This process is called stock take.
 Top shrink items: perfumes and chocolates.

Shrinkage = Total no. of goods in the inventory management system – Total no. of goods in physical

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 3.4 MARKETING DEPARTMENT:

Marketing" is the promotion of products, especially advertising & branding. Marketing practice tends to be seen
as a creative industry, which includes advertising, distribution and selling.
Marketing mix is a deciding factor in formulating marketing techniques for the success of a particular brand,
commodity or company. The components of marketing mix are:
7 P’s of Marketing
 Product
 Price
 Place
 Promotion
 Physical evidence
 People
 Process

PRODUCT:

Big Bazaar offers the maximum variety for every category of product. The product is the same in every store in
the city but the brand options are more in Big Bazaar and the quantity for each product is not limited to large
packs only. The commodities sold by the retail chain includes its "own products" which get a ready distribution
network. The own products of Big Bazaar include My World fashion magazine which is not available anywhere
else. So, costs are very low for such products.

PRODUCT MIX:

FARM
APPARELS HOME CARE CHILL STATION
PRODUCE
• Denims and • Shampoos • Soft Drink • Fruits
Shirts • Detergents • Packaged • Imported
• Fabrics • Soaps Juices fruits
• Formal wear • Liquid wash • Milk items • Vegetables
• Casual wear • Frozen Foods • Dairy products

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Various brands under Big Bazaar:
Fashion at Big Bazaar:
 Shyla
 Ateesa
 Fusion
 Avaasa
 Spunk (Sportswear)
 DJ&C
 Lee Cooper
 Srishti
 Shatranj
 Knighthood (formals)
 Champion VIP
 Ivory tag and Shyla (Women’s Belt)

Luggage Department:
 VIP
 Sky bags
 Aristocrat
 Safari
 American Tourister
 Kamiliant

Bakery Section:
 Soo Fresh
 Top n Town

Beauty Section:
 Ponds
 Lakme
 Biotique
 Himalaya

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  Nivea, etc.
In House Brand:
 Tasty Treat (Staple)
 Clean Mate
 Sensei
 Care Mate
 Koryo (Electronic)

PRICE:
Price is the critical point in a competitive industry. Big Bazaar works on a low-cost model. It considers its
discounted price as its USP. There is an average discount of 6-8% on all items in respect to their MRP. Prices of
products are low because it is able to secure stock directly from the manufacturer. There are huge synergies in
terms of bulk purchasing, transportation and central warehousing. These all factors are very helpful for the
retailers to keep low prices.
Pricing at Big Bazaar is based on the following techniques:

Value Pricing (EDLP – Every Day Low pricing): Big Bazaar promises consumers the lowest available price
without coupon clipping, waiting for discount promotions, or comparison shopping.

Promotional Pricing: Big Bazaar offers financing at low interest rate. The concept of psychological discounting
(Rs. 99, Rs. 49, etc.) is also used to attract customers. Big Bazaar also caters on Special Event Pricing (Close to
Diwali, National Holidays like 15th August and 26th January).

Differentiated Pricing: Differentiated pricing i.e., difference in rate based on peak and non-peak hours or days
of shopping is also a pricing technique used in Indian retail, which is aggressively used by Big Bazaar.
Example: Wednesday Big Bazaar

Bundling: It refers to selling combo-packs and offering discount to customers. The combo-packs add value to
customer and lead to increased sales. Big Bazaar lays a lot of importance on bundling.
Example: 3 Good Day family packs at Rs 60(Price of 1 pack = Rs 22)
5kg oil + 5kg rice + 5kg sugar for Rs 599

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PLACE:
 Place means the location of the business. Big Bazaar has always worked on cheap locations. It targets
semi-urban population with its placement. Its strategy is to find a low-cost location and it never goes for
hot spots in the city. The Big Bazaar stores are operational across three formats — hypermarkets spread
over 40,000-45,000 sq. ft, the Express format over 15,000-20,000 sq. ft and the Super Centre’s set up over
1 lakh sq. ft.
 Currently Big Bazaar operates in over 34 cities and towns across India with 116 stores. Apart from the
Metros these stores are also doing well in the tier II cities.
 These stores are normally located in high traffic areas. Big Bazaar aims at starting stores in developing
areas to take an early advantage before the real estate value booms.
 In order to gain a competitive advantage and also keeping in mind with covid situation and for the safety
of the consumers, Big Bazaar has also launched a website Shop.bigBazaar.com and its Application named
as Big Bazaar- Making India Beautiful which helps customers to orders products online which will be
delivered to their doorstep. This helps in saving a lot of time of its customers.

PROMOTION:
Big Bazaar has huge promotion budgets. The biggest idea behind all advertisements is to make people do bulk
shopping. There are 2 types of promotional strategies of big bazaar. One is the advertisement which promotes the
brand and creates awareness towards people. It is not targeted at promoting each store but only creates an image
of Big Bazaar as low-cost shopping option.

The various promotion schemes used at Big Bazaar include:

 “Saal ke sabse saste 3 din”

 Hafte ka sabse sasta din “Wednesday bazaar”- vegetables are available at the lowest prices.
 Exchange Offers “Junk swap offer”
 Big Bazaar Profit Club Membership Card: On the recharge of Rs. 10,000 the customer holding the card
will get additional Rs.2000 (Total 12,000 as their balance on the card) + Additional Benefits ( discount
coupons and fbb discount offers)
 Electronic Gift Voucher ( 15th august sale 2021)On the shopping of Rs.3000 or more the customer will get
1 kg Rice + 5kg Aashirwad Aata + 1 Toor Daal.
 On the shopping of 799- 1999 Rs 1 kg sugar free and on the shopping of Rs 1999 and above 3 kg sugar
free.
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  Advertisement (print ad, TV ad, radio) / promotion by celebrities.
 On the shopping of Rs. 750 or more get 1 kg. sugar free, and on the shopping of Rs. 2000 and more get 3
kg, sugar free.
 On shopping of Rs. 2000 or more get 5kg Aashirwad aata free.

PHYSICAL EVIDENCE:

Products in Big Bazaar are properly stacked in appropriate racks. There are different departments in the store
which display similar kind of products. Throughout the store there are boards/written displays put up which help
in identifying the location of a product. Moreover, boards are put up above the products which give information
about the products, its price and offers. Big Bazaar stores are normally ‘U shaped’ and well planned & designed

PROCESS:

Big Bazaar places a lot of importance on the process right from the purchase to the delivery of goods. When
customers enter the stores, they can add the products they which to purchase in their trolley from the racks. There
are multiple counters where bill can be generated for purchases made. Big Bazaar also provides delivery of
products over purchases of Rs. 1000.

PEOPLE:

 Well trained staff at stores to help people with their purchases

 Employ close to 10,000 people and employ around 500 more per month.
 Well-dressed staff improves the overall appearance of store.
 Use scenario planning as a tool for quick decision-making multiple counters for payment, staff at store to
keep baggage and security guards at every gate, makes for a customer-friendly atmosphere.

Competitors of Big Bazaar:

 Best price
 Big Basket
 D Mart
 Hypercity

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  More.
 Vishal Mega Mart
 Walmart

ETHICAL/BEST PRACTICES/POLICIES IN THE ORGANIZATION

RESPECT AND
INDIANNESS LEADERSHIP HUMILITY
CORE VALUES

VALUING AND
INTROSPECTIVE OPENNESS NURTURING
RELATIONSHIP

SMPLICITY AND
ADAPTABILITY FLOW
POSITIVTY

1. INDIANNESS: Confidence in ourselves.

2. LEADERSHIP: To be leader both in business & thought.
3. RESPECT & HUMILITY: To respect every individual & be humble in our conduct.
4. INTROSPECTIVE: Leading to purposeful thinking.
5. OPENNESS: To be open to receptive to new ideas, knowledge & information.
6. VALUING & NATURING RELATIONSHIP: To build long term relationship.
7. SIMPLICITY & POSITIVITY: Simplicity & positivity in our thought, business &action.
8. ADAPTABILITY: To be flexible & adaptable to meet challenges.
9. FLOW: To respect & understand the universal laws of nature.

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 Relative market share of Big Bazaar from financial year 2017 to 2020

Big Bazaar, the Indian grocery retail chain had a relative market share of about ten percent in financial year 2020.

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Sections at Big Bazaar- MALHAR MALL (Indore, MP) and their respective managers:

DEPARTMENTS MANAGER

STORE MANAGER Mr Pavan Jadwanshi

ASSISTANT STORE MANAGER Mr Pratap Ranawat

HUMAN RESOURCE MANAGEMENT Mr Sachin Singh

CUSTOMER SEVA DESK/ HEAD Mr Ashok Patle

CASHIER
FASHION AT BIG BAZAAR Mr Rohit Tiwari, Mr. Pankaj Sharma

STAPLE DEPARTMENT Mr Yogesh Bairagi

BAKERY/ NON-FOOD DEPARTMENT Mr Rahul Chourasia

PROCESS FOOD DEPARTMENT Mr Ghanshyam

GENERAL MERCHANDISE, PLASTIC, Mr Sanjay Sharma

LUGGAGE, TOY & STATIONERY

WAREHOUSE MANAGER (SCM) Mr. Sanju Sharma

FACILITY DEPARTMENT Mr. Rahul Chauhan

ELECTRONIC DEPARTMENT Mr. Rajaram Gomey

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Chapter 4: SWOT Analysis of the Big Bazaar:

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 SWOT ANALYSIS OF BIG BAZAAR

STRENGTHS WEAKNESSES

OPPORTUNIT-
THREATS
IES

Strengths:

 Advertisements with brand ambassadors (celebrities like MS Dhoni) have boosted sales of Big Bazaar.
 Better understanding of customer/ helping the customer.
 Big Bazaar has invested a huge amount in the Retail industry.
 Big Bazaar is able to maintain its good brand image in the minds of the customers.
 Big Bazaar is located in areas with high footfalls.
 Big Bazaar is targeting Upper Middle Class & Middle-Class People.
 Big Bazaar offers a good shopping experience.
 Big Bazaar offers vast range of products, quality, variants and convenience for the customers.
 Diversified business operating all over India in various retail formats.
 Good employee- employer relationship.
 Guerrilla Marketing Techniques of Big Bazaar is effective.
 High brand equity.
 Largest Retail Chain Network in India.

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  Offers are attractive.
 Online Ordering systems and delivery systems are effective.
 Product rage is very wide.
 Professional management.
 Promotions like discounts, sales, exchange offers, etc. are attracting customers.
 Sales Persons are well trained and always ready to help customers in making buying decisions.
 Strong cultural ethics and values are followed. ( They greet each and every customer with Namaste)
 Strong presence in the local market.
 The infrastructure is good.
 They provide home delivery facilities to the customers.

Weaknesses:

 Big Bazaar has not planned its retail according to lifestyle, taste, and budget.
 Big Bazaar is not able to make a presence in the international market its presence is restricted to India
Only.
 Billing takes time as the billing executives are explaining Future Pay cards to each and every customer.
 During offers Big Bazaar is overcrowded.
 Employees need further more training as they are unable to find the customer required items quickly.
 High cost of operation due to large fixed cost.
 Inventory management at the floor is not proper and customers usually get lost searching for the
products.
 Revenue is falling because of competitors and new entrants.
 Some advertised products are not available at the store.
 Specific items are not consistently available.
 Unable to meet store opening targets.
 Unavailability of popular brands (regarding clothing brands).
 Weak in technology.

Opportunities:

 Big Bazaar can launch stores internationally.

 Increasing Mall Culture attracts people to visit big stores. Big Bazaar can offer local products that are
based on regional requirements.
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  New Malls and Shopping places are developing. Where a Big Bazaar store can increase its revenue.
 Opportunity to get Foreign Direct Investment for store operations.
 Premium segment products can be targeted.
 Provide quality services to the customers.
 Rural markets can be targeted.

Threats:

 Advancement of technology day by day.

 Competition among D-Mart & Reliance Retail.
 Global competitors.
 Government Policies and regulations related to the retail sector.
 High business risk is involved.
 International Players who are willing to open stores in India.
 Lots of competitors coming up to tap the market potential.
 Online groceries of Amazon, Flipkart, and other companies can affect the market share of Big Bazaar.
 Proper shrinkage management is required.
 Unorganized retail is also a big threat.

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Chapter 5: Learning and Weekly overview of
internship activities (work performed by you)

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 5.1 LEARNING FORM INTERNSHIP AT BIG BAZAAR:

 Big Bazaar is largest retail chain in India and internship opportunity in such big organization helped
us gain a lot of knowledge about the working of retail industry.
 We worked as Management Trainee at Big Bazaar. At first it was virtual internship later it was
converted into in store work.
 Training and Induction was conducted at the beginning where they told us about their newly
launched application and website.
 During our period of internship, it was great working with whole team. Whole team was well
experienced and knowledgeable, they were there throughout our internship.
 Whole team welcomed us whole heartedly and they made the on boarding easy. They were very
supportive and disciplined.

CHALLENGES FACED BY CUSTOMER WHILE ORDERING OR CANCELLING

FROM OUR APP (PROJECT TITLE GIVEN BY BIG BAZAAR)

During the period of my online as well as offline internship, I was asked to make customers aware about the
new app launched by big bazaar, i.e. “shop.bizbazaar.com” or “Big Bazaar- Making India Beautiful”.
The major problems that customers faced were:

ONLINE MODE:
 Connectivity issues.
 Customer care services were not available.
 Delayed order.
 Due to segmentation of products on the applications the customers were not able to find the products which
they needed.
 Facing issues in online payment.
 Facing problems with future pay wallet.
 Fresh vegetables not received.
 In Big Bazaar App there is no option to modify/cancel order, conditions in offers are written in very tiny
& small letters which are not readable & can't zoom it. On many products there is no discount, you should
give discounts on all the products. There are many products which are sold at higher price.
 No response from the support team.
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 Only half of the products were delivered and the refund for the products not delivered was not initiated.
 The app needs to get updated as every time the customer orders the app gets hanged.
 The delivery range was up to 8 kilometers, which made it hard for customers to order the products that
they needed.
 The products that were needed by the customers were not available on the app.
 Time slot not available.
 Unable to locate the app on play store/ apple store.
 While cancelling the orders, the customers were not getting their refund back on time.
 Wrong products delivered at their door step.

OFFLINE MODE:
During our offline internship also we were asked to convince the customers to download the Big Bazaar
app (keeping the current COVID situation in mind) and the major problems that the customers faced were:
 There were heavy network issues at the store so the customers were unable to receive the OTP.
 Wrong or damaged products were sent to the customers.
 Refund was not initiated immediately.
 Online activation of BBPC card was difficult for customers.
 Satisfy the customers on the customer seva desk.
 Daily targets were hard to achieve on Mondays, Tuesdays, and Thursdays as there was less footfall on
these days.
 The delivery was usually delayed by 2-3 days.

Learning from Virtual Internship:

 Big Bazaar has huge base of its customer and handling the virtual customer is tricky, as we
have to resolve their through calls and mails.
 Big Bazaar has proper organisation structure, so we had to stay connected with our superiors.
So here we learned about how to communicate with our superiors on daily basis.
 Consumer behaviour.
 Conveying the ongoing offers and promotional schemes to the customers.
 Maintaining data in excel and recording the customer feedback.
 Patiently dealing with the queries of customer, this is very important how we deal with
customers.
 Sales (BBPC CARD, EGV)

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  We convinced the customers to download the application of Big Bazaar because of ongoing
covid situation as well as the safety of the customers.
 We had to report to our superiors on daily basis and had to give them report about after the
completion of our daily task.
 We learnt about customer relationship management and how can we retain our customers.
 We learnt about grievances handling process of the big Bazaar.
 We learnt to talk politely to our customers and made them understand the ongoing schemes
and offers.
 We were used to call more than 150 customers on daily basis. This made us understand the
customer handling process.

In-Store Internship:

 Customer Query Resolution

1. Refund/ Exchange
2. Quality issue
3. Stock not available
4. Price queries
5. Technical issues
 Customer Seva Desk
1. Invoice generation of online orders
2. Billing
3. Challan for online delivery
4. Credit note
5. Maintenance of cash in all the cash counters.
6. Paging
 Learned about pricing strategies of big Bazaar. For example: Rs. 199, Rs. 299
 How discounts and offers are displayed to attract the customers. Generally, the offers are
displayed in yellow and red colour and in bold, so customers get attracted towards it.
 Branding and displaying of articles to make it visually more attractive.
 Chocolates and perfumes section is kept under surveillance and near to the cashier to reduce the
shrinkage.
 Completing the daily target and reporting it to the superiors.
 Interacting with the customers in store and helping finding the products if needed.
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 Consumer behaviour.
 Finding the target consumer.
 Supply Chain Management (warehouse in warding and outward processing)
 Receiving the orders from the Amazon and generating invoice for the same and packaging and
shipment process of the product.
 Learned about different software’s and portals of the Big Bazaar. (SAP, SAHYOG)
 Learned about how to operate fire extinguishing.
 Maintaining discipline and proper dress code at store.
 Time Management.
 Maintaining cordial relationship with fellow interns.
 Team work.
 Superior subordinate relationship.
 Maintaining the record of cancelled orders.
 Observation.

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 5.2 WEEKLY OVERVIEW (LEARNINGS AND WEEKLY OVERVIEW OF
INTERNSHIP ACTIVITIES)

Day Date Work Performed

Training and Induction was conducted by Namrata Verma Ma’am and

Monday
31/05/21 we were given the script to follow while calling the customers.

Allotment of store was done by the HR manager.

Tuesday
01/06/21 I was allotted Big Bazar Rudrapur, Uttarakhand store.

I contacted the SPO of our region, Vaybhav Verma sir. He further shared
Wednesday
02/06/21 my details with Shivam Singh sir (store manager), whom I had to report
daily. Initially I was given the list of 80 calls, which I had to report by
the end of the day via email.
1st Week

Did fresh calling and informed the customers about the big bazar app.
Thursday
03/06/21 (total- 120 calls)
Reported the feedbacks to store manager.

Did fresh calling and convinced the customers to download the app, also
Friday
04/06/21 helped them search the nearest store from their location.
(total- 150 calls)
Reported the feedback of customers to the store manager.

Did fresh calling (total- 150 calls)

Saturday
05/06/21 Reported the feedback to the store manager.

Weekly off.
Sunday
06/06/21

Page | 50
 Day Date Work Performed

Monday
07/06/21 Called 120 customers and submitted the feedback to store manager.

Tuesday
08/06/21 Did the same work.
2nd Week

Wednesday
09/06/21 Called 150 customers and informed them about the ongoing offer.
Reported the feedback to the store manager.

Called 100 customers and helped them receive their refund for the
Thursday
10/06/21 orders not delivered to them.
Reported the feedback to the store manager.

Friday
11/06/21 Did the same work.

Called 115 customers and informed them about the app as well as
Saturday
12/06/21 offers, helped them select the correct location for delivery.
Reported the feedback to the store manager.

Sunday
13/06/21 Weekly off.

Ashwini Bhagwat

Page | 51
 Day Date Work Performed

Monday
14/06/21 Did abandoned cart calling and resolved customer issues.
Informed the store manager about the items not available on the app.

Tuesday
15/06/21 Did the same work and called 120+ customers.
3rd Week

Wednesday
16/06/21 Called and informed the customers about the ongoing offer and solved
their issues related to the app.

Thursday
17/06/21 Informed the customers about fbb on the application.
Submitted the feedback to the store manager.

Friday
18/06/21 Did the same work.

Saturday
19/06/21 Took customers’ orders through phone (who were facing issues with the
app) and communicated them to store manager.

Sunday
20/06/21 Weekly off.

Ashwini Bhagwat

Page | 52
 Day Date Work Performed

Monday
21/06/21 Called 200 customers and communicated the offer as well as solved
their grievances.
Submitted the feedback to store manager.

Tuesday
4th Week

22/06/21 Learnt about the issues faced by consumers while ordering from the BB
app.

Helped the customers installing future pay wallet and checking the
Wednesday
23/06/21 refund balance there.

Thursday
24/06/21 Did the same work.

Friday
25/06/21 Called 200 customers and informed them about the application.
Submitted the customer feedback to store manager.

Saturday
26/06/21 Did the same work.

Sunday
27/06/21 Weekly off.

Ashwini Bhagwat

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 Day Date Work Performed

Called the customers for the renewal of their BBPC membership card.(
Monday
28/06/21 On the recharge of 10,000 the customers will get 2,000 additional, plus
500 rupees voucher and 500 rupees redeemable via fbb shopping.

Tuesday
29/06/21 Did the same work. Called 120 customers.
Reported the feedback to the store manager.
5th Week

Wednesday
30/06/21 Store manager was on leave. No new tasks given by him.

Thursday
01/07/21 Called 175 customers and reported the feedback to the store manager.

Friday
02/07/21 Helped the customers check their BBPC card balance and also informed
them about new offers.

Saturday
03/07/21 Did the same work. Called 180 customers.

Sunday
04/07/21 Weekly off.

Ashwini Bhagwat
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 Day Date Work Performed

Did calling for BBPC membership card and convinced people to renew
Monday
05/07/21 their cards.

Tuesday
06/07/21 Called 140-150 customers and informed them about the app.
Submitted the feedback to the store manager.
6th Week

Wednesday
07/07/21 Did the same work.

Thursday
08/07/21 No new list received.

Called the customers and helped them find products through the app.
Friday
09/07/21 Also informed them about the ongoing offer.
Submitted the feedback to the store manager.

Saturday
10/07/21 Did the same work.

Sunday
11/07/21 Weekly off.

Ashwini Bhagwat

Page | 55
 Day Date Work Performed

Monday
12/07/21 Helped the customers in exploring all the sections of the app.

Tuesday
13/07/21 Called 150 + customers. And reported their feedbacks to the store
manager.
7th Week

Wednesday
14/07/21 Informed the customers about “hafte ka sabse sasta din” and other
offers.

Thursday
15/07/21 Did abandoned cart calling.

Helped customers receive cash back in their future pay wallet.

Friday
16/07/21 Informed about the customer grievances to the store manager and
helped resolve them.

Saturday
17/07/21 Did the same work.

Sunday
18/07/21 Weekly off.

Ashwini Bhagwat

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 Day Date Work Performed

Reported to the big bazar store at Malhar Mall, Indore. Training and
Monday
19/07/21 induction of in store work was done by HR manager Sachin Singh sir.
Offline internship started.
Reported the store at 11am. Did floor duty and learnt about the
arrangements of fbb and various brands under male and female section.
Tuesday
20/07/21 Completed the daily target of 10 app downloads.
Did abandoned cart calling from the store (20 customers.)
8th Week

Did work at CSD (Consumer Seva Desk). Learnt punching new offers,
making credit note, and printing invoice for the home delivery. Did
Wednesday
21/07/21 paging. Handled customer grievances.
Completed the daily target of 10 app downloads and called 25 customers
regarding abandoned cart.
Made excel sheet of calling data provided by superior and distributed
the work among fellow interns.
Thursday
22/07/21 Completed the target of 15 app downloads and 20 + 15 calls
(abandoned cart + BBPC).
Did work at CSD.
I was assigned floor duty, managed fbb (fashion + footwear) section.
Did work at CSD and punched the ongoing offer.
Friday
23/07/21 Completed the target of 15 app downloads and 20 + 15 calls
(abandoned cart + BBPC).

Saturday
24/07/21 Weekly off.
Convinced customers for home delivery. Made new excel sheet and
distributed the work among fellow interns.
Sunday
25/07/21 Did work at CSD and learnt how to make a separate bill for ongoing
offer.
Completed the daily target of 16 app downloads and did 20 + calls.

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 Day Date Work Performed

Went to the warehouse and back office and learnt the working there.
Supply chain management- Learnt about the software use by Big Bazaar
Monday
26/07/21 (SAP), and how the purchase order is generated, How the inventory is
received and scanned before it is sent on the floor.
Completed the daily target of 15 app downloads.

Did 50 BBPC calling and 20 app downloads.

Tuesday
27/07/21 Punched the offers and distributed sugar to the customers.
9th Week

Did floor duty and helped customers.

Did work at CSD, did billing for return and exchanged items.
Wednesday
28/07/21 Printed invoice and assisted in online order. Solved problems of
customers who ordered app. Initiated refund of customers.

Learnt about display setting at the store. Collected and arranged the
Thursday
29/07/21 resumes of candidate who were seeking jobs.
Completed the daily target of 20 app download and 50 calls.

Friday
30/07/21 Weekly off.

Made customers aware about the EGV (electronic gift voucher).

Saturday
31/07/21 Called 200+ customers. Did work CSD, did floor duty and punched the
offer.

Sunday
01/08/21 Internship ended.

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Chapter 6: Conclusion and Suggestions

Page | 59
 Conclusion:

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. It is observed that the organization hierarchy is professional as
all the departmental Managers directly report to the store manager who in turn reports to the Zonal Head. Big
Bazaar, with 25 years of experience in the field of weaving fabrics, is the leading Apparels and fashion design
fabric company

Big bazaar is a major shopping complex for today’s customers. It is a place where customers find variety of
products at a reasonable price. Big bazaar has a good reputation of itself in the market. It has positioned itself in
the market as a discounted store. It holds a huge customer base. The majority of customers belong to middle class
family. The youth generation also likes shopping and moving around big bazaar.

Volume sales always take place in big bazaar. Impulse buying behavior of customers comes in to play most of the
times in big bazaar.

Big bazaar is a hypermarket store where varieties of products are being sold on different product category. It has
emerged as a hub of shopping specially for middle class people. Different types of products starting from a baby
food to pizzas all are available under one roof. In Delhi it is the middleclass people who mostly do marketing
from big bazaar. Even most of the people do their monthly shopping from big bazaar. People not only visit big
bazaar to do shopping but also visit for outing purpose as it provides a very nice ambience to its customers. As
people go to malls they just tend to move around big bazaar whether it is for shopping purpose or for outing
purpose. Grocery, apparels and food items are the products which are demanded most by the customers of
Northern part of India in big bazaar.

The major drawback of big bazaar is that it lacks in providing enough parking space for its customers. This may
discourage the customers to come to big bazaar and shop as they face difficulty in parking their vehicles. This
problem is mostly faced during the weekends.

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 Suggestions:

 Advertising is the basic and most prominent tool to increase the awareness of product. So, Big Bazaar
should use this tool to increase their share in the market.
 Big Bazaar should improve user interface so that customer can shop online through their application and
website hassle free.
 Big bazaar should keep offers in regular intervals so that there should not be a long-term gap, because
offer is the most influencing factor which is responsible for customer purchase decision.
 It should work on its billing counters and customer service in order to solve the problem of long queues
and waiting customers.
 Keeping in mind on going covid situation, Big Bazaar should sanitize their store on regular basis. And
checking the temperature and sanitizing the hands of the customers.
 More focus on customer relationship management.
 Most customers take on the spot decision of buying different products because of the various attractive
products displayed. So, pretty combination with good services should be done to retain customers.
 Proper training should be provided to the customer so that they can deal with customers.
 Quality in products should be up to the mark.
 Quality plays a major role because most respondents said that they want a quality product and that’s also
the one of the reason for most of the respondents sticking to the particular brand.
 Retail Business is successful only when they have a good customer service. Customer loyalty can only be
gained by providing good or satisfied services to the customers.
 There should be proper assortment of product categories.

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 Appendices and References

 https://www.futureretail.in/investors/overview.html
 https://www.assosia.com/sectors-channels/retail
 https://en.wikipedia.org/wiki/Big_Bazaar
 https://economictimes.indiatimes.com/topic/Big-Bazaar
 https://www.academia.edu/27059677/CHAPTER_1_INDUSTRY_AND_COMPANY_PROFILE
 https://www.slideshare.net/shahbaazahmed15/om-ppt-finalgroup9
 https://www.ukessays.com/essays/marketing/live-project-report-in-operations-management-marketing-
essay.php
 https://www.mbaskool.com/brandguide/lifestyle-and-retail/4199-big-bazaar.html

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