Project Report

On

PERFORMANCE APPRAISAL IN BANKING

SECTOR

Submitted for partial fulfillment of the requirement for the award of the

MASTER OF BUSINESS ADMINISTRATION

SUBMITTED TO: SUBMITTED BY:

BINITA
Assistant Professor MBA 2nd Semester
Faculty of Management Studies Uni. Regn. No.:- 35117210012

FACULTY OF MANAGEMENT STUDIES

SRM UNIVERSITY
DELHI-NCR, SONEPAT (HARYANA)-131029
SESSION: 2017-2019
 DECLARATION

I BINITA Roll no. 35117210012 of MBA 1st year, Sem. 2nd of SRM
University, Haryana hereby declare that the project report entitled
“Operation Management” in Big Bazaar, Ghaziabad is an original piece of
work and the same has not been submitted to any other institute for the
award of any other degree.

Signature of Project In-charge Signature of Candidate

Name Name
BINITA

Signature of Head of the Department

 ACKNOWLEDGEMENT
A Project usually falls short of its expectation unless guided by the right person at the
right time. Success of a project is an outcome of sincere efforts, channeled in the right
direction, efficient supervision and the most valuable professional guidance.

This project would not have been completed without the direct and indirect help and
guidance of such luminaries. They provide me with the necessary recourses and
atmosphere conductive for healthy learning and training.

At the outset I would like to take this opportunity to gratefully acknowledge the very
kind and patient guidance I have received from my project guide Mr. SANJAY
BANSAL Without his critical evaluation and suggestion at every stage of the project,
this report could not have reached its present form. In addition, my internal guide Dr.
Kavita Dahiya, Faculty has critically evaluated my each step in developing this project
report.

I would like to extend my gratitude towards , Director,

, for her technical and moral support required for the realization of this project report.

Lastly, I would like to thank all the members of BIG BAZAAR and my colleagues who
gave me fruitful information to finish my project.
 EXECUTIVE SUMMARY

Title of the Project-

“Operation Management at BIG BAZAAR”

Different objective behind conducting this project-

o Movement of the product at BIG BAZAAR.

o Customer Orientation towards product available at BIG BAZAAR.

o Listing of the product preferences at BIG BAZAAR.

o Recommendation for Impulse Buying at BIG BAZAAR.

❋ INTRODUCTION

The project was carried out for understanding the movement of the product at
BIG BAZAAR and customer behavior regarding different product at BIG
BAZAAR Allahabad Branch .BIG BAZAAR was established in the year 2001,
they are old player in RETAIL sector. The BIG BAZAAR follows values such as
– Indian ness, Leadership, Respect and Humility, Valuing and Nurturing Relationships,
Simplicity and Positivity, Adaptability.

This research helps us in finding out the customers view regarding the product
and Services offered by the BIG BAZAAR and awareness by promotion and also
identifying the market potential of BIG BAZAAR.

Slogan: Isse sasta aur accha kahin nahi!

❋ ABOUT THE PROJECT

The project was carried out in with an objective of knowing satisfaction level of
customer at Big Bazaar and do customers are aware about the different types
product and Services and different offers provide at Big Bazaar. The total sample
size taken was one hundred (100) from various customers of Allahabad at Big
Bazaar. The research shows that the customer satisfaction at Big Bazaar is very
good and so many customers are not aware of the product and services provided by
the Big Bazaar which are not provided by other Retail stores. On the other hand
we have also the existing customers of Big Bazaar who are satisfied with the
working style of retail store, but want continuous updates about the new offers
and other products of Big Bazaar. They want that Big Bazaar should do
promotional activity as – Advertising. So that they can be updated while seating at
home. The researcher used the method of questionnaire to know all feedback
which is listed above.

❋ RESEARCH METHODOLOGY

Data source
Primary Data: - It is collected through questionnaire, direct observation of
customer, interview .

Sampling Plan
Sampling Unit: - All Customers at Big Bazaar
Sampling size: - 100 units.
Sampling Technique: -Market Allocation.

Data collection tools

The questionnaires consisted of
 Multiple choice questions and
 Open ended questions
 INDEX

S NO. PARTICULARS PAGE NO.

1 CHAPTER 1: INTRODUCTION
1.1 Overview of the Industry
1.2. About the Organization
1.2.1 Corporate statement
1.2.2 Vision
1.2.3 Mission
1.2.4 Core values
1.3 About the Topic
2 CHAPTER 2 : RESEARCH METHODOLOGY
2.1 Objective of the study
2.2 Scope of the study
2.3 Rationale of study
2.4 Methodology
2.4.1 Type of Research
2.4.2 Sources of data collection
2.4.3 Sample Design and Sample size
3 CHAPTER 3 : FINDING AND ANALYSIS
4 CHAPTER 4 : CONCLUSION
5 CHAPTER 5: SUGGESTION AND RECOMMENDATIONS
6 ANNEXURE
7 BIBLIOGRAPHY

CHAPTER 1 : INTRODUCTION
Overview of the Industry

India has one of the largest numbers of retail outlets in the world. Of the 12 million
retail outlets present in the country, nearly 5 million sell food and related products.
Thought the market has been dominated by unorganized players, the entry of domestic
and international organised players is set to change the scenario.
Organized retail segment has been growing at a blistering pace, exceeding all previous
estimates. According to a study by Deloitte Haskins and Sells, organised retail has
increased its share from 5 per cent of total retail sales in 2006 to 8 per cent in 2007. The
fastest growing segments have been the wholesale cash and carry stores (150 per cent)
followed by supermarkets (100 per cent) and hypermarkets (75-80 per cent). Further, it
estimates the organised segment to account for 25 per cent of the total sales by 2011.

India retail industry is the largest industry in India, with an employment of around 8%
and contributing to over 10% of the country's GDP. Retail industry in India is expected
to rise 25% yearly being driven by strong income growth, changing lifestyles, and
favourable demographic patterns.

It is expected that by 2016 modern retail industry in India will be worth US$ 175- 200
billion. India retail industry is one of the fastest growing industries with revenue
expected in 2007 to amount US$ 320 billion and is increasing at a rate of 5% yearly. A
further increase of 7-8% is expected in the industry of retail in India by growth in
consumerism in urban areas, rising incomes, and a steep rise in rural consumption. It
has further been predicted that the retailing industry in India will amount to US$ 21.5
billion by 2010 from the current size of US$ 7.5 billion.

Shopping in India has witnessed a revolution with the change in the consumer buying
behaviour and the whole format of shopping also altering. Industry of retail in India
which has become modern can be seen from the fact that there are multi- stored malls,
huge shopping centres, and sprawling complexes which offer food, shopping, and
entertainment all under the same roof.

India retail industry is expanding itself most aggressively; as a result a great demand for
real estate is being created. Indian retailers preferred means of expansion is to expand
to other regions and to increase the number of their outlets in a city.
India retail industry is progressing well and for this to continue retailers as well as the
Indian government will have to make a combined effort. It is expected that India may
have 600 new retail outlet till 2010.

About the Organization

Isse sasta aur accha kahin nahi!

Big Bazaar has clearly emerged as the favorite shopping destination for millions of its
consumers, across the country, it’s success is a true testament to the emotional bonding it
has established with the Indian consumer, on account of its value offerings, aspirational
appeal and service levels.

Shop till you drop! Big Bazaar has democratized shopping in India and is so much more
than a hypermarket. Here, you will find over 170,000 products under one roof that cater
to every need of a family, making Big Bazaar India’s favorite shopping destination.

At Big Bazaar, you will get the best products at the best prices from apparel to general
merchandise like plastics, home furnishings, utensils, crockery, cutlery, sports goods, car
accessories, books and music, computer accessories and many, many more. Big Bazaar is
the destination where you get products available at prices lower than the MRP, setting a
new level of standard in price, convenience and quality.

If you are a fashion conscious buyer who wants great clothes at great prices, Big Bazaar
is the place to be. Leveraging on the company’s inherent strength of fashion, Big Bazaar
has created a strong value-for-money proposition for its customers. This highlights the
uniqueness of Big Bazaar as compared to traditional hypermarkets, which principally
revolve around food, groceries and general merchandise.

Boasting of an impressive array of private labels, Big Bazaar is continually striving to

provide customers with a ‘complete’ look. So be it men’s wear, women’s wear, kids wear,
sportswear or party wear, Big Bazaar fashions has it all!

Corporate statement
Vision
Future Group shall deliver Everything, Everywhere, Every time for Every Indian
Consumer in the most profitable manner.
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 the 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.

They shall ensure that their positive attitude, sincerity, humility and united
determination shall be the driving force to make them successful.

Core Values

 Indian ness: Confidence in themselves.

 Leadership: To be a leader, both in thought and business.
 Respect and Humility: To respect every individual and be humble in their
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 relationships.
 Simplicity and Positivity: Simplicity and positivity in their thought, business
and action.
 Adaptability: To be flexible and adaptable, to meet challenges.
 Flow: To respect and understand the universal laws of nature.

About the Topic

 CHAPTER 2: RESEARCH METHODOLOGY
Objective of the study
BIG BAZAAR is a name renowned name in Retail. BIG BAZAAR is now a brand
image in private retail sector. While my two month project, I was at BIG BAZAAR to
find potential of BIG BAZAAR on the presence of other retail Stores.

Practical training through experts of BIG BAZAAR gave me actual input to fulfill my
real aim.

This report is the written account of what I learnt experienced during my training. I
wish those going through it will not only find it real but also get useful information.

Scope of the study

Rationale of the study
Methodology
Type of Research

Big Bazaar basically means business and in business collection of raw data allows the
managers to see the real scenario and then take a decision as per the data obtained. There
are several implications in this statement:

 They can examine the available information in the form of data to make a
decision.
 
They can even get a clear picture of the scenario or potential of Big Bazaar as
compared to other retail stores in the city.
 The information can only be gathered by data collection and then analyzing the
available data.
Therefore, it can be said that the data collection is an important part of the project.

Data
Information
Information

The projected objectives were considered and as per the requirement a market survey was
done.

Procedure:

The procedure that followed can be enlisted as below:

 Reading about the product

 Deciding on the objective to proceed.
 Developing Survey instruments
 Conducting personal interviews of different age-groups, sex, monthly income and
occupation through a Questionnaire.

Process adopted:

1. Gaining knowledge about the product at Big Bazaar:

Reading about the products was the first step undertaken. This gave not only in depth
knowledge about what is been offered by other players but also proved useful while
developing the questionnaire.

2. Steps in the Development of the Survey Instruments

The main instruments required for survey was a well-developed questionnaire. The
questionnaire development took place in a series of steps as described below:
3. Customer Survey:
The people play an important part as a clear perception of people about the
product can be estimated and known. Studying the need levels of the people regarding
the products can be observed. It was very useful in knowing about the requirements
of the people.
 Sources of data collection
The final draft of the questionnaire (see Appendix) was prepared on the basis of the
observations from the pilot study. These were then finally filled by 100 customer, for the
conclusive study.

Finally the data collected was fed into the data analysis software- SPSS, to be analyzed
using statistical techniques.
Types of Primary Data collected:

 Socioeconomic Characteristics:

Socioeconomic characteristics are sometimes called “states of being” in that they

represent the type of people. The factors on which we are working are occupation.
Monthly transaction is also an important parameter but it is difficult to verify.
Although the amount of money that business unit earns in a month is an absolute,
not a relative quantity but it is a sensitive topic in our society and it is difficult to
determine.

 Attitudes/Opinions:

Through the questionnaire we have tried to get hold of customers preference,

inclination and requirement. Attitude is an important notion in the marketing
literature, since it is generally thought that the attitudes are related to the behavior
of customer.

 Motivation:

Through the questionnaire we have tried to find the hidden need or want of
customer and have tried to find if these people can be tapped as the potential
customer for Big Bazaar.

 Behavior:

Behavior concerns what subjects have done or are doing. Through the
questionnaire we have tried to find out the behavior of the individuals
regarding the product and their responses. If the responses are favorable
then the person can be said to be our potential customer. The primary data
serves as an important tool to measure the behavioral trend of the customer.
It helps in answering some of the vital Questions.

Obtaining the Primary Data:

The data collection was primarily done through communication. Communication

involves questioning respondents to secure the desired information, using a data
collection instrument called questionnaire. The questions were in writing and so
were the responses.
 Versatility:

It is the ability of a technique to collect the information on the many types of primary
data of interest to marketers. It has also been found that some of the people do not
answer truthfully to all the questions especially in the case of the personal details

Sample Design and Sample Size

The target population of the study included the general population of every age who
enters to the Big Bazaar

Sample size: 100 people.

 CHAPTER 3 : FINDINGS AND ANALYSIS
Findings:-

 Generally youth and women’s are the main customers at Big Bazaar.
 Electronic media has an great impact on customers they are getting aware
about new products and related offers.

 Due to availability of all products under one roof and near by their house
helps customers to shop weekly and shop fresh every time.
  Groceries are the main items purchased by the customers and they are aware
about big bazaar brands and mostly are satisfied with them.

 All the customers want that their time should not waste after shopping,
number of cashiers should be increased, waiting process management should
be made good.

Analysis

The tools and methods of data collection identified earlier were employed to
gather data on the consumer perception on Big Bazaar. The data accrued,
especially from the interviews and questionnaires circulated, are tabulated
and depicted on graphs in the following pages. The data thus gathered and
tabulated is analyzed. The data is then scrutinized and relevant
interpretations are drawn.

The major objectives of analysis of data are:

1. To evaluate and enhance data quality

2. Examine effects of other relevant factors

3. Customer satisfaction ratio,

4. Level of satisfaction,

5. Causes of dis-satisfaction,

6. Customer responses regarding services.

The data collection plan, including procedures, instruments, and forms, was designed and
pre-tested to maximize accuracy. All data collection activities were monitored to ensure
adherence to the data collection protocol and to prompt actions to minimize

and resolve missing and questionable data. Monitoring procedures were instituted at the
outset and maintained throughout the study, since the faster irregularities can be

detected; the greater the likelihood that they can be resolved in a satisfactory manner and
the sooner preventive measures can be instituted.
 CHAPTER 4: CONCLUSION

 The report reveals that there is huge scope for the growth of organized retailing
and improvement of Big Bazaar Store in Allahabad city.
 With the changing lifestyle, modernization and westernization there exists a huge
scope for the growth of Big Bazaar store and is therefore a threat to unorganized
retailing.

 Big Bazaar store are able to provide almost all categories of items related to food,
health, beauty products, clothing & footwear, durable goods so it become quite
easier for the customer to buy from one shop and hence is a convinient way of
shopping when compared to unorganized retailing.

 Aggressive Marketing is the key to increasing the market share in this area, since
the market has a lot of potential both in terms of untapped market.

CHAPTER 5: SUGGESTIONS AND RECOMMENDATIONS

 To increase more footfalls more promotional activities must be carried
out. For this BIG BAZAAR can either offer more discounts or increase
 their advertisements. Increase in the number of footfalls will lead to
increase in sales.
.
 Allowing more space between the entrance of a store and a product gives
it more time in the shopper’s eye as he or she approaches it. It builds a
little visual anticipation.
 The number of trial rooms available at BIG BAZAAR is very less as
compared to the number of people coming. This usually results in long
queues and waiting by customers.
 Install more full-length mirrors inside the store so as to assist the
customers to make better purchase decisions.
 Play light music inside the store to make the shopping a pleasurable
experience.
 They can also exhibit their new line of clothing through events like
fashion shows.
 Baskets should be scattered throughout the store, wherever shoppers
might need them. Many customers don’t begin seriously considering
merchandise until they have browsed a bit.

ANNEXURE

QUESSTIONNAIRE
NAME: OCCUPATION:

AGE: Below 18 18-40 40-60 Above 60

GENDER: Male Female

1) How you came to know about Big Bazaar?

Electronic media Word of mouth Print media Hoarding

2) How often do you shop?

Once a week Fortnightly Once a month

3) Why do you shop at Big Bazaar?

Quality Offer Price

Easy Availability of Product

4) During which offer you shop most?

Wednesday Bazaar Monthly Bachat Bazaar

Weekend offers.

5) What do you mostly shop at the Big Bazaar stores?

Clothing Accessories Groceries

Others (specify) ____________________________________

6) Are you aware of Big Bazaar own brands?

Food Bazaar Tasty Treat Dj &C

7) Are you satisfied with Big Bazaar own brands (e.g Tasty Treat)?

Yes No

8) In which area of operation at Big Bazaar improvement is needed?

Cashier Speed Staff Knowledge Waiting Time Management

Date……… Signature……….

BIBLIOGRAPGHY
 Research Methodology
 by M.V. Kulkarni

 www.futurebytes.com

 www.pantaloon.com

 www.retailindia.com

 www.google.com