EXECUTIVE SUMMARY

This project was taken up as a part of requirement of Master of Business Administration (MBA)
course as per the directions of Visvesvaraya Technological University. The student of second
year MBA course has to undertake a departmental study project and to study the working of
various departments in an organization.

According to Indian perspective when we think of retail store “Big Bazaar” comes into picture.
Brand “Big Bazaar” is well established in consumer’s mind. “ISSE SASTA AUR ACHA
KAHNI NAHI”

The study is applicable to A Study on ASSORTMENT PLANNING IN F&V SECTION AND

CUSTOMER FEEDBACK AT BIG BAZAAR HUBLI, The study covers Industry Profile, the
company’s vision, mission, achievements, future growth & prospectus, Mckensy’s 7S framework
with special reference to organization under study and SWOT analysis and it covers summary of
ASSORTMENT PLANNING and learning experience gained during project work.

Both primary and secondary data are used for the study. Primary data was collected with the help
of questionnaire and observation. Secondary data was collected from company websites and
internet sites.

A questionnaire method was used to conduct the survey which had an appropriate mix of
open and close end questions. From the survey conducted many findings were made and
problems/suggestions of customers were brought to light.
 INDUSTRY PROFILE

Introduction
Retail means selling goods and services in small quantities directly to customers.
Retailing consists of all activities involved in marketing of goods and services directly to
consumer for their personnel family and household use.
Retailers are at the end of the supply chain that links manufacturers, wholesalers, other
suppliers and the final consumers. Marketers see retailing as a part of their overall distribution
strategy. Manufactured goods are worthless until they pass through the acid test of retail
distribution.
Modern retail is new era in India. Shopping has become trend in India. Life style is
changing; people are ready to pay for higher standards goods. That lead an immense demand for
the modern retails. Metropolitan city’s culture gave scope to the retailers.
People are adopting to change in consumption pattern, change in demographic, diminishing
difference between rural and urban, gave a way for retail business in India.

Traditional Retail Formats in India:

Exchange of goods, selling and buying is called as trade. That led to haats, melas,
mandis, public distribution systems (PDS). Canteen store department (CDS), Khadi and village
industries commission stores (KVIC) and Post offices.

Haats:
Haats are periodic markets that form a major part of the rural market system in India.
This is a location which witnesses a public gathering of buyers and sellers at fixed times and
fixed locations. Some interesting facts about the Haats are:
Average sale per day: Rs. 2.25 lakhs
Number of sales outlet per Haat: 300+
Number of visitors per Haats: 4500+
Average sale per outlet: Rs. 900
Villages covered by a Haat: 20 to 50

Melas
Melas are fairs, and they can range from commodity fair to religious fairs. Virtually every state
in India has Melas for which it is known, it is estimated that more than 25,000 Melas are held
every year in the country. It is also estimated that the average outlet in every Mela would be
more than 800 and the average sale per Mela would be Rs. 143 lakhs.

Mandis
Mandis are markets set up by the state government for the sale of agriculture produce
directly from the farmers. Close to 6,800 Mandis exists in India and are believed to cater a
population of 1.36 lakhs.

Khadi and Village Industries Commission Stores (KVIC)

The Khadi and Village Industries Commission were set up post independence. Today
there are more than 7000 stores run by KVIC.

Emerging Trends
Modern comprises of malls, supermarket, hypermarket, departmental stores, specialty
stores stores, discount chains, convenience stores. These emerging trends gave freedom to
shopping environment. By identifying needs and wants of consumer, they are delivering good
product and catering good services. This gave rise to consumer oriented movement.
Types of Retailing
There are several types we can see in Retailing. They are like:
Specialty Store:
Narrow product line with deep assortment, viz apparel stores, book stores etc. A clothing store
would be a single line store, men's clothing store would be limited line store &men's custom-
shirt store would be a super specialty store.
Example: The limited, The Body Shop.
Departmental Store:
Several products lines-typically clothing, household goods, home furnishings- with each line
operated as a separate department managed by specialist buyers or merchandisers.
Example: Sears, Bloomingdale's.
Supermarkets:
Relatively large, low-cost, low-margin, high volume, self-service operation designed to serve
total needs for food, laundry & household maintenance products.
Example: Kroger, Safeway.
Convenience Stores:
Relatively small store located near residential area, open long hours, seven days a week and
carrying a limited line of high-turnover convenience products at slightly higher prices.
Example: 7-Eleven, Circle K.
Discount Store:
Standard merchandise sold at lower prices with lower margins and higher volumes. True
discount stores regularly sell merchandise at lower prices and offer mostly national brands.
Example: Wal-Mart, Kmart.
Off-price retailer:
Merchandise bought at less than regular wholesale prices & sold at less than retail; often leftover
goods, overruns and irregulars obtained at reduced prices from manufacturers or other retailers.
Factory outlets are owned and operated by manufacturers and normally carry the manufacturer's
surplus, discontinued or irregular goods.
Example: Mikasa (dinnerware), Dexter (shoes)
Superstore:
Averages 35,000 square feet of selling space traditionally aimed at meeting consumers' total
needs for routinely purchased food and non-food items. Usually offer services such as laundry,
dry cleaning, shoe repair, check cashing & bill paying. A new group called "category killers"
carries a deep assortment in a particular category & a knowledgeable staff.
Example: Borders books & Music, IKEA.
Combined Store:
Combination stores are a diversification of the supermarket store into the growing drug and
prescription field. Combination food & drug stores average 55,000 square feet of selling space.
Example: Jewel & Osco stores.
Hypermarket
Hypermarkets range between 80,000 and 220,000 square feet and combine supermarket, discount
& warehouse retailing principles. Product assortment goes beyond routinely purchased goods &
includes furniture, large & small appliances, clothing items and many other items. Bulk display
& minimum handling by store personnel with discounts offered to customers who are willing to
carry heavy appliances and furniture out of the store.
Example: Carrefour and Casino (France), Pyrca, Continente and Alcampo (Spain).

GLOBAL SCENARIO OF RETAILING

A retail store constitutes 20% of US GDP and is the 3 rd largest employer segment in USA. China
on the other hand has attracted several global retailers in recent times. Retail sector employs 7%
of population in China. Major retailers like Wal-Mart and Carrefour have already entered the
Chinese market.
The top 200 retailers alone account for 30% of the worldwide demand. Retail turnover in the EU
is approximately €200,000 Cr and the sector average growth is showing an upward pattern. On
the global retail stage, little has remained same over the last decade. One of the few similarities
with today is tht Wal-Mart was ranked the top retailer in the world then and it still holds that
distinction.
Other than Wal-Mart’s dominance there is a little about today’s environment that looks like the
mid 1990s. The global economy has changed, consumer demand has shifted and retailer’s
operating systems today are infused with far more technology than the last decade.
Percentage of Organized Retail
USA - 85% Taiwan - 81% Malaysia - 55%
Thailand - 40% Brazil - 36% Indonesia - 30%
Poland - 20% China - 20% India - 3%

RETAILING IN INDIA
India ranks first in terms of emerging market potential in retail sector. Current retail market is
US $ 215 billion. Growth rate of retail sector in India is 8-10% per annum. Near about 12 million
retail outlets are spread across India. FDI in retail sector increases from US $ 3.1 billion in 2003
to over US $7.6 billion in 2010.
Retailing is emerging as a sunrise industry in India and is presently the largest employer after
agriculture. India has a large number of retail enterprises. In terms of the structure, the retail
industry is fragmented.
In India, the most of the retail sector is unorganized. In India, the retail business contributes
around 10 percent of GDP. Of this, the organized retail sector accounts only for about 5 percent
share, and the expected annual growth rate is 5% per annum and remaining share is
contributed by the unorganized sector.
In India it has been found out that the top 6 cities contribute for 66% if total organized retailing.
With the metros already been exploited, the focus now has been shifted towards the tier-II cities.
The “retail boom”, 85% of which has been so far concentrated in the metros is beginning to
percolate down to smaller cities and towns.
As the corporate like the Piramals, the Tatas, the Rahejas, ITC, RPG Enterprises, and mega
retailers like Crosswords, Shopper’s Stop, and Pantaloons race to revolutionize the retailing
sector, retail as an industry in India is coming alive.
 It owns and operates multiple retail formats including Pantaloons, Big Bazaar, Food Bazaar,
Central, E-Zone, Fashion Station, Depot and many others.
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. Food Bazaar, food and grocery chain and launch Central, a first of its
kind seamless mall located in the heart of major Indian cities, followed this. Some of its other
formats include, Collection i (home improvement products), E-Zone (consumer electronics),
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 retailing
venture, futurebazaar.com.
The group's subsidiary companies include, Home Solutions Retail India Ltd, Pantaloon
Industries Ltd, Galaxy Entertainment and Indus League Clothing. The group also has joint
venture companies with a number of partners including French retailer Etam group, Lee Cooper,
Manipal Healthcare, Jaywalker’s, Gini & Jony and Liberty Shoes. Planet Retail, a group
company owns the franchisee of international brands like Marks & Spencer, Debenhams, Next
and Guess in India.
Pantaloon Retail is listed on BSE and NSE with a turnover of Rs 2,018 crores for financial
year ended 2007-08. Pantaloon Retail was selected as the Best of Best Retailers in Asia by Retail
Asia-Pacific Top 500 magazine in 2006.
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
startegy that captures almost the entire consumption basket of Indian customers. In the lifystyle
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.

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 development. Thereby,
we will effect socio-economic development for our customers, employees, shareholders,
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 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 releaming. And in this process,do just one thing Rewrite Rules and Retain
Values.

BIG BAZAAR:
Big Bazaar, formerly belonging to Pantanloon Retail India Limited, recently has been made as a
part of Future Value Retail Limited.
Big Bazaar is not just another hypermarket. It caters to all the family needs of a typical Indian
consumer. Big Bazaar definitely scores over other stores in its value for money preposition. At
Big Bazaar, people get the best products at the best prices – that’s what Big Bazaar guarantees.
With the ever increasing array of private labels, it gas opened the doors to the world of fashion
and general merchandise including home furnishings, utensils, crockery, cutlery, sports goods
and much more at prices that will surprise people. And this is just the beginning. Big Bazaar
plans to add much more to complete shopping experience.
Big Bazaar – ‘Isse Sasta aur Accha Kahin Nahin’
On October 12, 2001, Pantaloon Retail India Limited launched ‘Big Bazaar’, their offering in the
value retailing segment. By removing inefficiencies from the distribution chain they are able to
unleash attractive savings, which are passed on to the consumer. Big Bazaar is India’s first
hypermarket in the discount store format. Price is the principal value proposition at these stores.
A big driver at Big Bazaar is the product variety which is achieved by selling a wide range of
products and through the “Shop-in-Shop” format. The Big Bazaar has been positioned to the
customers as a place where the customer can shop for each and everything.

• Nature of the business carried:

The business carried out by the Big Bazaar is retailing. Big Bazaar is the top retail
store in India. Big Bazaar is meant for the middle class people who give value for their
money.

• Vision, Mission and Quality Policy:

Future Group's vision:

"Deliver Everything, Everywhere, Every time to Every Indian Consumer in the

most profitable manner." One of the core values at Future Group is, 'India ness' and its
corporate credo is - Rewrite rules, Retain values”.

Future Group's mission:

• We share the vision and belief that our customers and stakeholders shall be served only
by creating and executing future scenarios in the consumption space leading to economic
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.
D. PRODUCT/SERVICE PROFILE:
• Cosmetic products
• Watches and Sunglasses
• Men’s, Ladies’& Kid’s wears
• Footwear
• Jewellery
• Electronics
• Furniture
• Plastic Items
• Foodv Bazaar
• Vegetables and Fruits
• Toys and Stationary Items

E. AREA OF OPERATION- GLOBAL/NATIONAL/REGIONAL:

Currently Big Bazaar stores are located only in India. It is the biggest and the fastest growing
chain of departmental stores and presently has 120 stores all over India.
Big Bazaar stores in Metros have a gaming area and kids play area for entertainment.
Major cities where Big Bazaar stores are located are:
Agra, Ahmadabad, Allahabad, Ambala, Asansol, Bangalore, Bhubaneswar, Chennai,
Coimbatore, Palakkad, Kolkata, Delhi, Durgapur, Ghaziabad, Gurgaon, Hyderabad, Indore,
Lucknow, Kanpur, Mangalore, Mumbai, Nagpur, Nasik, Panipat, Pune, Rajkot, Surat,
Thane, Thiruvananthapuram, Vishakhapatnam.

F. OWNERSHIP PATTERN:

Mr. Kishore Biyani Managing Director

Mr. Gopikishan Biyani Whole time Director

Mr. Rakesh Biyani Whole time Director

Mrs. Veda Prakash Arya Director

Mr. Shailesh Haribhakti Independent Director

Mr. S Doreswamy Independent Director

Dr. D O Koshy Independent Director

 Mrs. Anju Poddar Independent Director

Mrs. Bala Deshpande Independent Director

Mr. Anil Harish Independent Director

G. Competition Information
Big Bazaar is facing competition from the following retail formats:
• Reliance Fresh
• Reliance Trend
• More
• Spencer’s Retail
• Shopper’s Stop
• Khadims
• Koutons
The slowdown has triggered a volume game in the industry. Strategies like promotional
campaigns, freebies, promoting private labels and online discounts are just some of the
avenues that retailers are looking at to lure customers. According to analysts, this is a
knee-jerk reaction by the industry to fight the inflation-induced dent in the purchasing
power of customers.
Overall, the profitability margin has seen a sharp decline. It can be concluded that margins of
retail companies seem to have been hit by costs related to their ambitious expansion
programmer. Expansion plans for some of them are running behind schedule. It has led to
higher interest cost, yet retail companies are trying hard to cut costs by keeping inventory and
carrying costs under control.

H. INFRASTRUCTURE FACILITIES:
A typical Big Bazaar store usually consists of 2-3 floors. The Back office is situated at the
ground floor. The Big Bazaar stores are fully air conditioned and are equipped with music
facilities.

I.ACHIEVEMENTS AND AWARDS:

• “CNBC Awaaz Consumer Awards 2009”
 Big Bazaar – Most Preferred Multi Product Chain
Big Bazaar – Most Preferred Multi Brand Food and Beverage Chain
• “Coca – Cola Golden Spoon Awards 2009”
Most Admired Food and Grocery Retailer Of The Year
Most Admired Food Court
Most Admired Food Professional
• “Indian Retail Forum Awards 2008”
Future Group – Most Admired Retail Company Of The Year
Kishore Biyani – Retail Face Of The Year
Big Bazaar – Best Retailer of the Year (Hypermarket)
• “The INDIASTAR Award 2008”
Food Bazaar – Best Packaging Innovation
• “Retail Asia Pacific 500 Top Awards 2008”
Gold Winner – Top Retailer 2008 Asia Pacific
• “Image Retail Awards 2006”
Mr. Kishore Biyani – Retail Face of the year
Big Bazaar – Best Value Retail store
Big Bazaar – Best Retail Destination
Food Bazaar – Best Food and Grocery Store
• “Image Retail Awards 2005”
PRIL – Most admired retailer of the year
Central – Retail launch of the year.
J. Work flow model:
K. Future growth and prospects:
Pantaloon Retail India Limited is currently country’s the biggest and the fastest growing
chain of retail stores. They have established retail stores like Home Town, Brand Factory, Big
Bazaar and Bangalore central across India. Big Bazaar is one of the fastest growing retail chains
among the Family brands of PRIL. Currently there are 120 Big Bazaar stores and further plans to
expand the stores in India. It is targeted to Low class and middle class people. Home Town,
Brand Factory and Bangalore central are targeted to Middle and High class people. These stores
are located in Mumbai, Bangalore, Delhi etc and other metropolitan cities. Recently the have
opened retail store of Food Bazaar.
 On an average, the retail sector in India has been growing at 7% per annum (based on
1999-2002 figures). Retail sector in India is predominantly unorganized, having one of the
highest density of retail outlets per capita in the world and lowest per capita retail space. Only
2% of the Indian retail sector is organized while this has been 20%, 80% and 70% in case of
China, United States of America (USA) and United Kingdom (UK) respectively. The
contribution of the Indian retail sector to the total employment has been 7% as compared to 6%,
11.7% and 11% in case of china, USA and UK respectively.

3 . MCKINSEY’S 7S FRAMEWORK:
 Figure: Mckinsey’s 7s Model

The model shows that corporate success requires the development of both the hard Ss (Strategy,
Structure and Systems) and the soft Ss (Style, Skills, Staff, Shared Values).

1.STRUCTURE

It’s a part of framework in which the activities of the organization’s members are coordinated.
The four basic structural forms are the functional form, divisional structure, matrix structure and
network structure.

Organization Structure of the store:

 Store Manager

Assistant Store Manager

Dept. Manager HR Manager Visual Administration Head

Merchandising
Cashier
Asst. DM Asst. HR Security

Team Leader Maintenance Cashier

Marketing Manager
Team Members
Customer Service Desk House Keeping

Departmental Managers:
There are 2 department and 8 assistant managers in this store like Electronics Dept, Depot, NBD
Dept, Mobile Bazaar, Star Sitara, PUC Dept, Ladies Dept, Men’s Dept, Furniture Dept and
Home Décor Dept.
Each department is assigned with target to be achieved within the assigned period that may
be daily, weekly, monthly or yearly. The job of the department managers and Asst. DMs is to
monitor the sales in their respective departments. They also look after customer’s order delivery,
post sales services, if any, etc.

• Administration:
Store administration comes under the Store Manager. Its functions are store maintenance,
housekeeping, security, etc.
 • Cashing Department:
This department is responsible for the collection of sales amount i.e. cash sales, etc. All
billing machines of the store come under this department. The sales amount collected throughout
the day by the cashiers has to be submitted to this department.
• Visual Merchandise:
This department is responsible for the product arrangement at the store with respect to their
nature. The basic function of this department is to divide the store into departments based on the
nature of the product and within the department it decides how the products should be arranged
by keeping in mind the customer’s comfort.
• CSD (Customer Service Desk):
In CSD various problems of customers are handled relating to their dissatisfactions, problems
relating to products and any problem regarding the service. In this department gift wrapping is
also done on customer demand. This department is also involved in issuing various contest
forms.
• Marketing Department:
Marketing activities are mainly planned by the Zonal Office situated in Bangalore and the
stores carry out the marketing strategies in their target market. Some of the marketing activities
carried out by Big Bazaar (Hubli) are as follows:
• Conducting various competitions in the outlet like singing, dancing, drawing, etc.
• Hoardings and distributing pamphlets in the local market.
• Announcements of offers in the outlet at frequent intervals in various languages.
• Various offers like “Buy 1 Get 1 Free”, lucky draws, etc.
• Advertisements in various daily newspapers in different languages.
• “Sabse Sasta Din” days are held from 24th to 26th of
January and from 13th to 15th of
August every year.
• Organizing games like musical chairs and distributing prizes.
• Promotional discounts are offered at regular intervals.
• Wednesday Bazaar ( Hafte ka Sabse Sasta Din)
Moreover Marketing department is also involved in various tie ups with different
organizations.
 For Ex: Central Bank of India ties up with Big Bazaar for credit card use. Customer’s get
money back offers on their purchase.

THE VARIOUS DEPARTMENTS IN BIG BAZAAR (Hubli)

The Big Bazaar situated in Hubli was inaugurated on 28th July, 2007 . It is located near Gokul
Road Near to Airport Road. It consists of two floors and a basement Back office. The number of
departments in Big Bazaar is as follow:

GROUND FLOOR

1.STAR AND SITARA

This is a cosmetics department. The products of this department are all the cosmetics
products, perfumes etc. The products are of various brands like Revlon, Lakme, and Biotic etc

2.Mobile bazaar

This is a mobile department. The products of this department are mobiles.here we can find
various mobile brands like Nokia, Samsung, Motorola etc…

3. LADIES WEAR
4. KIDS WEAR

In this department all the kids wear including the kids accessories are available. In the kids
department, Big Bazaar has its own brand named- “Pink and Blue”.

5. TOYS DEPARTMENT

In this department all kinds of toys like soft toys, puzzle games, video games etc. are available.
 6. T24 DEPARTMENT

In this department we will get sim card of T24 which runes on using Docomo netwok and T24
provides unpaid talk time for customers of Big Bazaar.eg if a customer purchases 500 -1000 Rs
of merchandises then he will get talk time of Rs10.

7.Depot Department
8. FOOT WEAR BAZAAR

All the fancy foot wear items are available in this department. They have a variety of footwear
for men, women and also for kids.

9. JEWELLER (NAVARAS BAZAAR)

Fancy jewelry items are available in this department. All the sales people in Navaras Bazaar
have a particular uniform (saree) as their uniform. Gold Bazaar offers various advantages like no
weight reduction on exchange, transparent and fixed making charges, purity check through Carat
meter, certificate by World Gold Council, 100% free insurance against theft, burglary and loss
by National Insurance Company with every
Product, no-questions asked 15 day return policy and free life time maintenance of the gold
jewellery.

Diamond Bangles Pearl

10. ELECTRONIC BAZAAR

All the electronic products are available in this department. The product range includes washing
machine, television sets, music player, microwave, refrigerator iron box etc .

• FURNITURE BAZAAR AND HOME DECOR and GIFTS

In this department latest varieties of sofa-sets, bed room set dinning table, bed etc are available.

All the decorative items like wall pieces, frames, paintings etc. & several other decorative items
are sold in this department .
12. HOME LINEN

In this department bed sheets, towels, curtains, carpets, blankets are available.

1ND FLOOR – FOOD BAZAAR

• CHILL STATION
In this department all the cold drinks, juice, milk shake and such other cold beverages
are kept.
• PLASTIC BAZAAR
In this department all the plastic items like buckets, mugs, bottles, Containers and all
such other items are kept

• UTENSILS
In this department all the steel utensils all available like the steel plates, Glasses, vessels,
containers, etc.

• CROCKERY
In this department all the fancy crockery items are available

5) HEAD TO TOE

In this department all the products like shampoo, hair oil, face cream, soaps, face wash
etc. are made available

6) COOKING MEDIUM
 In this department all the items required for cooking are made available like Oil, salt,
papad, various kinds of masala powder are made available in this department.

7) VEGETABLES & FRUITS

The fresh vegetables & fruits are made available in this department. The vegetables & fruits
are been supplied by the local vendors. This department is SIS (Shop in Shop). The
vegetables fruits are sold on contract basis in which 15% of the profits are taken by Big
Bazaar for 10,000 sales.

8) STAPLES

In this department all the grains like rise, cereals, wheat, etc are available

9) GOLDEN HARVEST

In this department dry fruits like cash nuts, Almonds etc., packed Basmati rice, Checki
fresh atta etc, are available.

10) SPICE and SPAN

In this department al the detergent powder, soap bar, toiletries and all such products are made
available.
 • Human Resource Department:
Big Bazaar is very young and energetic organization with average employee age being 32
years. They believe that service is their core philosophy and people are the most important
resources.
Following activities are carried out by the Human Resource Department in the concern with
the management:
Training:
The retailing knowledge is developed in the employees through training. The training
period is usually of one month after the selection. The employees are well trained in various
fields which gives the scope for job rotation. This prevents monotony and boredom of job.
Performance Appraisal:
The organization’s compensation philosophy is “Pay for performance, Promote for
potential”. The employees who have met or exceeded performance standards are awarded
bonuses. Big Bazaar employees also enjoy post retirement benefits including provident fund and
gratuity. The company also provides financial assistance in all cases where the employees seek
the company’s financial support like in medical emergency for him/herself or their families.
Awards and Rewards:
Every month award is given to the best employee of that month. The best department is
also awarded. A gift voucher of Rs. 1000 is given to the best employee of the month. The
employee’s performance, sincerity, punctuality, etc. are the few criteria that are considered for
the “Best employee of the month” award.
Retention Strategy:
The organization strives to foster a feeling of well being in its employees through care
and respect. The company has several structured processes including employee monitoring and
grievance management programmers which are intended to facilitate a friendly and cohesive
organization culture. Offsite activities and various competitions and matches are encouraged to
improve inter personal relationships.

Week off:
Every employee has to work for 6 days in a week rest one day in a week he has “week
off”.
Employees are empowered to adjust their holiday according to their convenience in the case of
emergency or according to their necessities.
Working shift:

In Big Bazaar there are 2 shifts in which the employee has to work

• First shift 9.30a.m to 7.30 pm(majority are females)

• Second shift 11.30am to 9.30 pm
On Sundays all the male employees work for 12 hrs i.e. 9.30am to 9.30pm

Meetings:
Meetings for all the employees of the store are conducted every Saturday morning and
discussion on various aspects of the organizational operations, employee problems, customer
problems is considered.

• Finance Department:
Cash flow management:
The billing is done at various billing counters in different floors. Cash flow is monitored
through the main server in the Back Office and this server is connected to its main server in
Zonal Office, Bangalore.
Other operations carried out by the finance department are –
• Price and billing is done at various departments and is registered through bar codes.
 • After the billing is done each eatable item and non eatable item is packed separately in
the carry bags depending on the nature of the products and chances of damage.
• Each carry bag is sealed with plastic tags in order to avoid any malpractice.

ix) Materials Department:

Introduction to Materials Department:

Here in this department the actual inwards and outwards will take place of the stores,
where executives, of particular section has to check the each and every product and rate
according to the norms, if any damage out dated product found then it will be rejected, and in
this department each and every product will be scanned and fed in the REM billing system.

Here any product which is not ordered for and been received will checked verified and
then if not will be sent back.

Function of Material Department:

A material department handles all aspects of equipments, raw materials and other
supplies required to run the store. This department oversees personnel, inventory, storage space
and customer demands.

And this department carries some other functions like,

• Budget responsibility
• Procurement
• Evaluations
• Quality inspection
• Negotiation
Supply Chain Management:
 Retailers

Manufacturer

Distributors/Wholesalers Consumers

2.SKILLS:
The capabilities and competencies of that exists within the company are known as skills. A
company is made up of employees; the strength of company depends upon the quality and
productivity of the employees. So the organization must concentrate on the skills of the
employees.
Retailing knowledge is developed in the employees of Big Bazaar through on the job training of
one month after selection. The employees are trained in various fields which gives scope for job
rotation.
3 STYLE:
The leadership approach of top management and the organization’s overall operation approach
and also the way in which the organization’s employees present themselves to the outside world
represents the style of the organization. The organization design in Big Bazaar is pyramid
structure where the orders flow from higher level to the lower level. The Staff Organization is
practiced in Big Bazaar where the orders flow from the top of the hierarchy and also the
suggestions flow from lower to higher level.
4.STRATEGY:
The route that the organization has chosen for its future growth represents the strategy. It’s a plan
that the organization formulates to gain a sustainable competitive advantage. Some of the
strategies implemented in Big Bazaar are:
• Low prices on Wednesday
• Concept of Big day
• Promotional offers
• School Jao Khushi Khushi
 • Khushi ki Barsat
• Father’s Day
• Monthly Saving Bazaar
• War against high prices
5.SYSTEM:
The formal and informal procedures including innovation systems, compensation systems,
management information systems, information systems and capital allocation systems govern the
everyday activities.
Inventory system followed in Big Bazaar is FIFO (First In First Out). In this method the
materials received first are issued first. The materials are used in chronological order. Whenever
a requisition for material issue is presented to the stock keeper he will use the price of the first lot
and then of the second and third lot, etc. This method is mainly used in food department.
• STAFF:
The organization's human resources; refers to how people are developed, trained, socialized,
integrated, motivated, and how their careers are managed.

All together in Big Bazaar there are 160 employees of which:

• 124 Big Bazaar staff employees in that 10 are cashier rest are sales executives.
• 5 Maintenance staff in which 1 supervisor, 14 housekeeping,
16 Security(Tops Security limited Belgaum)in which 4are placed in Back office,4 in parking
lot,2 in entrance,2 in exit ,rest 2-2 in each department.

7.SHARED VALUES:
Originally called super ordinate goals; the guiding concepts and principles of the organization –
values and aspirations, often unwritten – that go beyond the conventional statements of corporate
objectives; the fundamental ideas around which a business is built; the things that influence a
group to work together for a common aim.
The core values in Big Bazaar are:
• Indianness – Confidence in ourselves
• Leadership – To be leader, both in thought and in business
• Respect and Humility – To respect every individual and be humble in our conduct
 • Introspection – Leading to purposeful thinking
• Openness – To be open and receptive to new ideas, knowledge and information
• Valuing and Nurturing relationships – To build long term relationship
• Simplicity&positivit-Simplicity and positivity in our thought,business and
action
• Adaptability – To be flexible and adaptable to meet challenges
• Flow – To respect and understand the universal laws of nature.

4. SWOT ANALYSIS

Strengths Weaknesses

• Rates are cheaper as • It is not much convenient and no sitting

purchases as purchases are arrangements.
done in bulk • Local language not known by many
• Brand name salesmen

• Includes varieties of • Lack of credit facilities for customers

products • Customers fail to get discount sometimes
• Window display of when I.T is not updated
products which leads to • Impersonal response of sales personnel
impulse buying.
 Opportunities Threats

• Semi urban cities • Kirana shops(mom & pop stores)

• Less organized retailers • Small retail outlets

• Exciting Offers • Entrance of other malls in Hubli

• No other players (hyper

market) in Hubli

Financial statement of Future value retail India ltd.

  Jun '11 Jun '10 Jun '09 Jun '08 Jun '07
  12 mths 12 mths 12 mths 12 mths 12 mths
Sources Of Funds Rs(crores) Rs(crores) Rs(crores) Rs(crores)  Rs(crores)
Total Share Capital 106.9 41.23 38.06 31.86 29.35
Equity Share Capital 43.42 41.23 38.06 31.86 29.35
Share Application Money 100 187.54 22.88 63.26 0.01
Preference Share Capital 63.48 0 0 0 0
Reserves 2671.23 2527.48 2211.48 1751.5 1062.82
Revaluation Reserves 0 0 0 0 0
Networth 2878.13 2756.25 2272.42 1846.62 1092.18
Secured Loans 1675.89 1236.03 2525.53 1991.77 951.93
Unsecured Loans 497.23 150.19 324.86 200.01 347.65
Total Debt 2173.12 1386.22 2850.39 2191.78 1299.58
Total Liabilities 5051.25 4142.47 5122.81 4038.4 2391.76
Application Of Funds          
Gross Block 1877.66 1417.04 1876.45 1368.76 767.07
Less: Accum. 410.64 294.89 307.69 170.59 92.47
Depreciation
 Net Block 1467.02 1122.15 1568.76 1198.17 674.6
Capital Work in Progress 100.13 59.68 345.23 330.64 131.13
Investments 2255.41 2002.91 954.03 586.52 252.01
Inventories 1762.2 1270.67 1787.84 1429.84 885.96
Sundry Debtors 185.24 123.57 177.25 113.16 65.16
Cash and Bank Balance 76.38 84.8 105.19 21.08 51.01
Total Current Assets 2023.82 1479.04 2070.28 1564.08 1002.13
Loans and Advances 497.96 452.89 1211.08 991.66 637.35
Fixed Deposits 9.39 15.74 4.15 100.02 111.96
Total CA, Loans & 2531.17 1947.67 3285.51 2655.76 1751.44
Advances
Deffered Credit 0 0 0 0 0

Current Liabilities 1272.56 965.72 1010.26 715.11 401.71

Provisions 29.92 24.22 20.46 17.58 15.71

Total CL & Provisions 1302.48 989.94 1030.72 732.69 417.42

Net Current Assets 1228.69 957.73 2254.79 1923.07 1334.02

Miscellaneous Expenses 0 0 0 0 0

Total Assets 5051.25 4142.47 5122.81 4038.4 2391.76

Contingent Liabilities 934.45 3554.23 139.94 133.44 160.57
Book Value (Rs) 125.06 124.61 118.2 111.96 74.42

6. Learning Experience:

The duration of my period in Big Bazaar was 8 weeks. This period included the in plant training
as well as the project work in the organization. The stay at Big Bazaar was fruitful one as I could
co-relate the theoretical aspects taught in the classroom to the practical aspects of doing business.
It was indeed a great opportunity to study the way how a business organization works, how does
in side promotional activities take place,what are the elements used for promotions,How to
attract the customer inside the store,How it deals with its suppliers, etc.

It was a great learning experience where I witnessed the actual day to day activities in the
organization. To study and understand the ways various departments are coordinated and
generate business for the store was a great experience for a Marketing student like me.
Big Bazaar is doing well in Hubli, but also the competitors have started emerging with the
similar formats. Thus a small & innovative recommendation discussed above can enhance the
brand image as well as help in retaining the customers.
I heartily thank all the employees of big bazaar & the management for facilitating for my studies.
I also thank all customers who gave me valuable information about my survey, which helped me
as well as the company to serve you in best possible ways. I also interacted with other
department members during this period and they shared their valuable experience about working
in the organization and other aspects of marketing.

GENERAL INTRODUCTION OF STUDY

Assortment planning:

The assortment plan gives an indication of the width and depth within each category and sub
category of product range that should be available within retailer’s outlet

Assortment planning is a list of product need to be stored by the retailer in a particular period.
Therefore this plan is also called as model stock list. Assortment planning varies with type of
merchandise stored in the retail outlet. If the retailer carries only staple merchandise then
retailer’s assortment plan hardly varies in the year but if the retailer carries fashion merchandise
then he should vary his assortment plan. A retail store may be having large merchandise and may
require change in the assortment plan too.

There is a general conception that assortment planning is carried out at the SKU level but in
practicality it’s not true. Assortment planning is usually carried out at sub category level. The
plan may be taken to the SKU level if the merchandise needs special attention.

Contents of assortment plan:

 • Style

• Color

• Price level

• Type/ fabrication

• Flavor

• Pack size

• Style: As we discussed in the first unit, fashion merchandise style varies frequently.
Retailer should replenish the goods periodically. To cater to this need merchandiser
create model stock plan and describes the assortment mix.

• Color: In the apparel retailing color plays an important role. Arranging the products in
the store on the basis of color provides a right image in the minds of consumers. Thus in
assortment planning product or service color is also considered.

• Price level: In assortment planning price of the assortment mix are divided into high,
medium and low. This helps the retailer to identify, categorize and provide priority while
buying

• Type/ fabrication: Merchandise may involve different types. Furniture retailer may store
Italian furniture and Chinese furniture. Thus he should prepare assortment plan for both
the varieties.

• Flavor: Merchandise varies in flavors too. An ice-cream retailer should store different
flavors such as vanilla, strawberry, butterscotch, mango and chocolate. These different
types of flavors should be a part of an assortment plan.

• Pack size: assortment plan should include different pack sizes. A bournvita drink should
be available in pouches, bottles, jars in 500grams, 1Kg etc…

Consideration for the Assortment plan

Three are numerous factors that affect the assortment plan decisions. Retailer should take into
consideration of the following factors while developing the assortment plan

1. Store size, characteristics and fixturing availability

Hypermarkets are having more space than a convenience store. Therefore more number
of goods can be stored in the hypermarkets. Sometimes a retailer may be interested in the return
on the space allotted. Hence assortment plan should consider how many SKUs need to be stored
in different categories present in the store. Rate of return on the space allotted may be more in
case of Jewellary while it is less in the white goods. A store characteristic is another
phenomenon a retailer should consider while developing the assortment plan. Specialty store
looks for value merchandise while Super store and neighborhood store merchandise
requirements are different. Fixturing availability in the retail store provides a basis to number of
SKUs to be procured.

2. Complimentary merchandise:

Retailer is interested in enhancing the space productivity. They carry complimentary

goods and services to encourage shoppers to buy more. This is known as cross merchandising.
Retailer also would like to bring the balance between the merchandise. To illustrate retailer may
not be interested in carrying out only shirt line. He tries to push the trousers along with the shirts.
This in turn helps them to increase the revenue.

3. Profitability merchandise

Retailer should provide enough attention towards the customer requirements and prepare the
assortment plan. If he provides attention only to the profitability, then retailer may not achieve
the required sales. Retailer also cannot neglect the profitability factor. He should negotiate well
with the vendors so that high demand products still provide better margin.

4. Corporate objectives

Retailers are having different objectives. For some retailers the objective is volume selling and
for others its quality service. In such case merchandise strategies will vary. In the first instance
retailer would like to sell more goods and get profit. Here margin from the items are very less. In
the second case marketer is interested providing specialized products niche customers. Here
retailer looks for the better customer service. Retailer also gets the better profit margin.

. Summary

• The total market demand for a product or service is the total volume that would be bought
by a defined consumer group in a defined geographic area in a defined time period in a
defined marketing environment under a defined level and mix of industry marketing
effort.

• The assortment plan gives an indication of the width and depth within each category and
sub category of product range that should be available within retailer’s outlet

• Chain ratio method of multiplying a base number by a chain of adjusting percentages

• The number of product lines or categories offered by the retailer is known as breadth of
assortment.

• The number of SKU’s present in the particular category is called as depth of assortment

How Assortment Planning Is carried out in F & V Section

Sub-Class Merchandise Category

FB-Apples Apple Imported
  Apple Indian
FB-Bananas Bananas
FB-Basic Vegetables Onion
  Potato
  Tomato
FB-Berries Berries
FB-Citrus Citrus Imported
  Citrus Indian
FB-Exotic Vegetables Corns
  Herbs
  Lettuces
  Mushrooms
  Other Exotics
FB-Fruits - Others Exotic Fruits
  Fruits Imported-Othe
   Other Fruits
  Papayas
  Pineapples
  Pomegranates
  Stone Fruits
FB-Fruity Vegetbles Brinjals
  Fruity Veg-Others
FB-Gourds & Squash Cucumber
  Gourds
FB-Grapes Grapes Imported
  Grapes Indian
FB-Leafy Vegetables Leafy Vegetables
FB-Mangoes Mangoes
FB-Melons Melons
FB-Other Vegetables Beans
  Coconuts
  Other Greens
FB-Pears Pears Imported
  Pears Indian
FB-Rooty Vegetables Carrots
  Other Rooty Vegs.
FB-Value Addition - Vegetables Cut Vegetables
  Sprouts

Statement of problem:
To study “The Fruits And Vegetables(F&V) Department,Assortment Planning And
Customers Feedback towards F & V Department” at Hubli.

Objectives
• To know how often customers visit Big Bazaar.

• To understand how many customers would buy Grocery items at Food Bazaar.
 • To identify how many customers would be interested to buy Fruits And Vegetables at
Big Bazaar.

• To understand what are the important elements, which would customers look to shop
at Big Bazaar.

• To understand the shopping experience of customers in Fruits and Vegetables at Big

Bazaar.

• To know the reason why customers would buy Fruits nd Vegetables outside the Big
Bazaar.

Scope of the study:

The study is limited only for Big Bazaar Hubli, It includes customers who are the age group of
20 years to 50 year of house hold women customer who comes for shopping fruits & vegetables.
And Study is analyzed based on 100 sample size.

Introduction to research:
Research means a systematic investigation. It is quest for knowledge. Research may be defined
as a process of knowing new facts & verifying old ones by application of scientific methods to a
natural or social phenomenon.

Exploratory research design where in problem is identified and alternative course of action is
taken through a survey in the form of questionnaire.

METHODOLOGY OF RESEARCH

Population of the study: whole population of Hubli city who shopped at Food Bazaar in Big
Bazaar.

Unit of investigation: the customer who shops at food bazaar.

Research instrument: a structured questionnaire comprising of both open ended and close
ended questions.
Source of data

Primary data: This is collected through asking questions and questionnaire to the customers of
the Big Bazaar.

Secondary data: This is generated from the company website.

SAMPLING DESIGN:

Sample size: 100 respondents.

Sampling procedure: as no comprehensive sampling frame of the population was available,
samples for the study were chosen through simple random sampling method due to its time and
cost feasibility.

Limitations of the study

• As per the company rules many information may not be disclosed

• As the managers are busy with their daily schedules it is not possible to spend more time
in interaction and discussion with them.

• The data collected from the respondents may not be true and accurate

ANALYSIS AND INTERPRETATION

• 1) How often you Visit Big Bazaar?

• Once in a week (b) Thrice in a month

c) Once in a month (d) Once in 3 months

ANALYSIS:

Out of 100 respondents 65% customers visit big bazaar Once in a week, 15% customers visit
Thrice in a month, 18% customers visit big bazaar Once in a month and 10% customers visit
Once in three month.

INTERPRETATION:
As the location of Big Bazaar is very much convenient, most of the people come from the
nearby catchments. These people are loyal customers to Big Bazaar. They visit Big
Bazaar regularly. Big Bazaar need to retain the loyal customers and also attract the
customer from outskirts also.

2) How did you find Big Bazaar shopping experience ?

(a) Good (b) Ok

(c) Best (d) Not Good

ANALYSIS:

Out of 100 respondents 50% customers experience their shopping as Good, 18% feel Ok to
experience the shopping , 22% customers experience as Best and 10% of the respondents felt as
Not Good.

INTERPRETATION:

This question is aimed at identifying the ambience which attracts consumers to shop frequently
in Big Bazaar. By analyzing the responses to this question, we found maximum customer felt
good.

3)Where do you purchase Grocery for House ?

• Kirana Shop (b) Whole Sale Market

 (c) Food Bazaar (d) MORE e) Reliance Fresh

ANALYSIS:

Out of 100 respondents 28% customers buy grocery from Kirana Shop,30% customers buy
grocery from Wholesale Market,26% customers buy from Food Bazaar,7% customers buy from
MORE and 9% customers buy from RELIANCE Fresh.

INTERPRETATION:

This question is aimed at identifying that how many customers purchase Grocery for their house,
and by conducting survey we came to know that many customers purchase grocery for their
house from WHOLESALE MARKET. Food Bazaar must focus their position where they are
lying and must become price conscious.

4) Where do you purchase Fruits and Vegetables ?

• Near By Shops (b) APMC Market

• Janata Market (d) Food Bazaar

(e) MORE (f) RELIANCE

ANALYSIS:

Out of 100 respondents 7% customers purchase Fruits And Vegetables from Near By Shops,28%
customers purchase Fruits And Vegetables from APMC Market,38% customers purchase Fruits
And Vegetables from Janata Market,16% customers purchase Fruits And Vegetables from Food
Bazaar and 05% customers purchase Fruits And Vegetables from MORE Fresh,06% customers
purchase Fruits And Vegetables from RELIANCE Fresh.

INTERPRETATION:

In this question we came to analyse that still many of customers are used and satisfied for the
purchase of Fruits And Vegetables from Janata Market,this might be due to the price and also
quality issues .Hence F&V Section should consider these factors to retain the customers.

(5) When you purchase Fruits and Vegetables, which is the most important among the following
?

(a) Quality (b) Price

(c) Display (d) Ranges (e) Employee Service

ANALYSIS:

Out of 100 respondents 38% customers think that Quality is important factor which they consider
as important while buying Fruits And Vegetables, 28% customers think that Price is important
factor which they consider as important while buying Fruits And Vegetables, 20% customers
think that Display is important factor which they consider as important while buying Fruits And
Vegetables, 12% customers think that Ranges is important factor which they consider as
important while buying Fruits And Vegetables, 08% customers think that Employee Service is
important factor which they consider as important while buying Fruits And Vegetables.

INTERPRETATION:

This question is aimed at identifying that among the given above factors customers consider
QUALITY as important factor while purchasing Fruits And Vegetables .Hence it is evaluated
that F&V Sec At Big Bazaar must maintain Quality By providing Referigerators so that Quality
is maintained.

(6) In which day of week, you buy Fruits and Vegetables for your house ?

(a) Every Weekend (b) Every Monday

(c) Every Wednesday (d) Any day of week (e) Can’t Say

ANALYSIS:

Out of 100 respondents 33% customers buy Fruits And Vegetables Every Weekend, 30%
customers buy Fruits And Vegetables on Every Monday, 22% customers buy Fruits And
Vegetables on Every Wednesday, 09% customers buy Fruits And Vegetables on Any Day of the
Week, 08% customers Can’t Say when they will purchase Fruits And Vegetables.

INTERPRETATION:

This question is aimed to identify that how many customers buy Fruits And Vegetables for their
house and it is evaluated that many of customers maximum purchase on Every Weekend.If they
shop at every Weekend Then At Every Weekend there must be availability of fresh Fruits And
Vegetables.

(7) Are you aware of Fruits and Vegetables available in Big Bazaar ?
(a) Yes (b) No

ANALYSIS:

Out of 100 respondents 91% customers are aware of availability of Fruits And Vegetables at Big
Bazaar,9% customers are unaware.

INTERPRETATION:
This question is aimed to identify that wether people living in Hubli are aware that there is
availaibility of Fruits And Vegetables at Big Bazaar ,after conducting Survey we came to
conclusion that maximum number of people are aware of the availability of Fruits And
Vegetables .And Food Bazaar must provide more Advertising activities so that even unaware
customers wil come to know.

(8) Are you happy with Fruits and Vegetables Department in Pricing ?
(a)Yes (b) No (c) Ok

(d) Competitive

ANALYSIS:

Out of 100 respondents 33% customers are happy with Fruits And Vegetables Pricing, 29% are
unhappy,27% are Ok and 11% customers say its Competitive.

INTERPRETATION:

This question is aimed to identify that maximum number of customers are satisfied with Fruits
And Vegetables Pricing.And customers who are dissatisfied should also taken into consideration.

(9) According to you , what is not available in Fruits and Vegetables Section at Big Bazaar ?
(a) Ranges (b) Quality

(c) Hygine & Cleanliness (d) Best Pricing

ANALYSIS:

Out of 100 respondents 24% customers think that Ranges are not available at Big Bazaar, 40%
customers think that Quality is not available,15% customers think Hygine & Cleanliness is not
maintained,18% customers think that Best Pricing is also not Availaible.

INTERPRETATION:

This question is aimed to identify that many customers think that Quality and Ranges are those
factors which are almost not available at Big Bazaar.So F&V section should maintain good
Quality as F&V are perishable so they must provide Cooling Systems.

10) This Fruits and Vegetable Section has clean, attractive, and convenient public spacing?

(a) Agree (b) Strongly Agree

(c) Disagree (d) Strongly Disagree

ANALYSIS:

Out of 100 respondents 50% customers Agree that Fruits And Vegetables Section has
clean,attractive and convenient public spacing,14% customers Strongly Agree,26% Disagree and
10% customers Strongly Disagree.

INTERPRETATION:

This question is aimed to identify that many customers Agree that Fruits And Vegetable Section
has clean,attractive and convenient public spacing.

11) Are you aware of Food Bazaar Promotions such as Monthly Savings Bazaar , Wednesday
Bazaar etc…?

(a) Yes (b) No

ANALYSIS:

Out of 100 respondents 97% customers are aware of Food Bazaar Promotions such as Monthly
Savings Bazaar, Wednesday Bazaar etc. and 3% customers are unaware of Food Bazaar
Promotions etc.

INTERPRETATION:

This question is aimed to identify that maximum number of customers are aware of Monthly
Savings Bazaar and Wednesday Bazaar etc.

12) How do you rate Sales Person Behavior Fruits And Vegetables section ?

(a) Excellent (b) Average

(c) Good (d) Poor

ANALYSIS:

Out of 100 respondents 25% customers feel Sales Person behavior in Fruits And Vegetables
Section is Excellent,42% customers feel its Average,22% feel Good and 11% customers feel
Poor.

INTERPRETATION:

This question is aimed to identify that maximum number of customers feel that Salesman
person behavior in Fruits And Vegetables Section is Average. Hence the salesman person
should possess some more skills to attract every customer,and must always have a smile so that
customer gets attracted and He must also be well dressed and represent himself.
13) What makes you to buy Fruits and Vegetables outside Big Bazaar ?

(a) Quality (b) Comfortability

(c) Ranges (d) Best Prices (e) Time Convenient

ANALYSIS:

Out of 100 respondents 84% customers feel Quality factor which enables them to buy Fruits And
Vegetables outside Big Bazaar,45% customers see Comfortability,70% see Ranges.90% feel due
to Best Prices and 35% see due to Time Convienent.

INTERPRETATION:

This question is aimed to identify that customers give importance to Best Prices to buy Fruits
And Vegetables and also Quality.As customers are also price Conscious then F&V section
should also provide Best Prices.

Excellent Good Average Poor

Quality

Variety

Price

Hygine

14)Rank your preferences for shopping at Fruits And Vegetables Section.

ANALYSIS:

Out of 100 respondents customers prefer their ranking while shopping at Fruits And Vegetables

0.5% to Quality 0.4% to Variety 0.47% to Price 0.35% to Hygine.

INTERPRETATION:

This question is aimed to identify that customers give their preference more to Quality when
they shop at Big Bazaar. Not only low cost but also it must have best Quality.

15) Would you recommend your Friends and Relatives to purchase Fruits And Vegetables at Big
Bazaar?

(a) Yes (b) No

If no kindly suggest reason for improvement

(a) _________________________

(b) _________________________

(c _________________________

ANALYSIS:

Out of 100 respondents 97% customers would recommend their Friends And Relatives to
Purchase Fruits And Vegetables at Big Bazaar and 3% customers wont recommend.

INTERPRETATION:

This question is aimed to identify that maximum number of customers would tel their friends
and relatives to purchase Fruits And Vegetables from Big Bazaar.

FINDINGS

• Signages must be kept properly.

 • Must also be seen that Signages must not be blank.

• Most of the Signages are kept without Frames.

• Quality must be maintained by providing Referigerators or Cooling System.

• Dumped Fruits And Vegetables must be thrown ,as it may spoil the whole
environment of F&V.

SUGGESTIONS
• The management should conduct some promotional activities.
• Multigrip boards can be used with well designed frames.
•
• As the Brand name of the Big Bazaar is well positioned in the mind of customers it has to
focus on the tag line that is ISSE SASTA AUR ACHA KAHNI NAHI. To support this
big bazaar have to introduce various offers, should concentrate on price and have to
maintain good quality.

• As I was in F&V section many customers would face problems because of Signage’s and
they would also tell that there is no proper response from Sales person. So department
should focus on customer service who come for shopping.

• Best Pricing Strategy must be used to get more customers in order to increase more sales.
• Should also maintain cleanliness, Hygiene, so that customers are not dissatisfied.
• Management should provide extra benefits, which motivates the employees to sell the
more.
• In this survey it is also found that, there need to increase product ranges which is also felt
by customers.
• I found that some employees are not motivated in their work, management should
concentrate on training activities.
• In this survey it is found that, many customers are dissatisfied of Quality, hence
management or respective manager must focus on Product quality issues.
CONCLUSION

This project has helped me to understand the importance and significance of Assortment
Planning in F&V Section And Customer Feedback in a store and also how does it influence the
customers to get into the store, purchasing the Fruits And Vegetables . The study has given me
exposure to the practical side of Assortment Planning and at the same time enhanced my
knowledge by applying theory learnt in class to practice.

The project helped me to understand the various parameters which customer looks while
shopping like signages, arch, dropdowns ,Quality.SalesPerson Behaviour etc.

This study has come up with various opinions and suggestions on BIG BAZAAR customers
which are recommended to the BIG BAZAAR management.

Product range and product depth is good so store has to maintain this and still try to improve it
because its tag says ISSE SASTA AUR ACHA KAHIN NAHI.

I believe that Big Bazaar has the potential to make happy its customers and retain them. And it
has its brand name to reckon with in the market and I offer my best wishes for the same and hope
that my work will be of some use for the company.
 ANNEXURE

QUESTIONNAIRE

Dear Madam / Sir,

I Sameena .A. Jamedar Student of Visveswaraya Technological University of Belgaum

studying MBA (Marketing) . As partial fulfillment of the course I, am conducting a survey on the
topic “ A Study On Assortment Planning in Fruits and Vegetables Department at Big
Bazaar And Customer Feedback.” with support of big bazaar. I would be obliged if you could
fill the following details to best of your knowledge which will help me to survey you in much
better way. Your views will be used only for purpose of academic research.

Name :

Place :

Education :

Gender : Male Female

Income : 5000-10,000 10,000-15,000

Above 15,000

Profession : Student Employee Self Employed

Govt Employee HouseWife

• 1) How often you Visit Big Bazaar?

• Once in a week (b) Thrice in a month

c) Once in a mont (d) Once in 3 months

2) How did you find Big Bazaar shopping experience ?

(a) Good (b) Ok

(c) Best (d) Not Good

If not Good , please Suggest

 ____________________________________________________________

• Where do you purchase Grocery for House ?

• Kirana Shop (b) Whole Sale Market

(c) Food Bazaar (d) MORE

(e) Reliance Fresh

• Where do you purchase Fruits and Vegetables ?

• Near By Shops (b) APMC Market

• Janata Market (d) Food Bazaar

(e) MORE (f) RELIANCE

(5) When you purchase Fruits and Vegetables, which is the most important among the
following ?

(a) Quality (b) Price

(d) Display (d) Ranges

(e) Employee Service

(6) In which day of week, you buy Fruits and Vegetables for your house ?

(a) Every Weekend (b) Every Monday

(c) Every Wednesday (d) Any day of the Week

(e) Can’t Say

(7) Are you aware of Fruits and Vegetables available in Big Bazaar ?

(a) Yes (b) No

(8) Are you happy with Fruits and Vegetables Department in Pricing ?

(a)Yes (b) No (c) Ok

(d) Competitive

(9) According to you , what is not available in Fruits and Vegetables Section at Big Bazaar ?

(a) Ranges (b) Quality

(c) Hygine & Cleanliness (d) Best Pricing

(10) This Fruits and Vegetable Section has clean, attractive, and convenient public spacing?

(a) Agree (b) Strongly Agree

(c) Disagree (d) Strongly Disagree

11) Are you aware of Food Bazaar Promotions such as Monthly Savings Bazaar , Wednesday
Bazaar etc…?

(a) Yes (b) No

12) How do you rate Sales Person Behavior Fruits And Vegetables section ?

(a) Excellent (b) Average

(c) Good (d) Poor

13) What makes you to buy Fruits and Vegetables outside Big Bazaar ?

(a) Quality (b) Comfortability

(c) Ranges (d) Best Prices

(e) Time Convenient

14) Rank your preferences for shopping at Fruits And Vegetables Section.sss

Excellent Good Average Poor

Quality

Variety
 Price

Hygine

15) Would you recommend your Friends and Relatives to purchase Fruits And Vegetables at Big
Bazaar?

(a) Yes (b) No

If no kindly suggest reason for improvement

(a) _________________________

(b) _________________________

(c _________________________

Signature
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BIBLIOGRAPHY
REFERENCE BOOKS:

Philip Kotler, Marketing Management

Parahuraman, Marketing research
Sales Management by CHARLESM FUTRELL,6/e
SalesmanShip And Sales Management-PK SAHU & K.C. Raut,3/e
Retailing Management by Swapna Pradhan.
Retail Management by LEVY WEITZ
WEBSITES:

Research Methodology: C.R .Kothari

www.bigbazaar.com

www.futuregroup.com

www.pantaloon.com

www.future value retail limited.com