CHANGE MANAGEMENT PROJECT

AT

BIG BAZAAR (WAZIRPUR)

Project report submitted by:

Table of Contents
COMPANY PROFILE
ANALYSIS OF TOP MANAGEMENT
ANALYSIS OF EMPLOYEES
ANALYSIS OF CUSTOMERS
RECOMMENDATIONS
LIMITATIONS
Big Bazaar

Company Profile:
Big Bazaar is a chain of department stores in India, currently with 75 outlets. It is
owned by the Pantaloon Retail India Ltd, Future Group. It works on the same
economy model as Wal-Mart and has considerable success in many Indian cities and
small towns. The idea was pioneered by entrepreneur Kishore Biyani, the CEO of
Future Group. Currently Big Bazaar stores are located only in India. It is the biggest
and the fastest growing chain of department store and aims at being 350 stores by the
end of year 2010.
Food Bazaar
Many Big Bazaar stores have a grocery department and vegetable section called the Food
Bazaar. Big Bazaar stores in Metros have a gaming area and kids play area for
entertainment.

Big Bazaar

Type Subsidiary of Pantaloon Group

Founded 2001
Headquarters Jogeshwari, Mumbai, India
Industry Retail
Products Department store, Grocery store
Owner Kishore Biyani
Parent Pantaloon Group
Slogan Is se sasta aur accha kahin nahin
Website http://www.pantaloon.com/bigbazaar.htm
Big Bazaar

Objective: Analyzing the organization’s

capabilities to adapt change.

Executive Summary:

The project was undertaken by five group

members. The operating areas were
investigated with the set of three
questionnaire sets gathering views of
certain stakeholders as customers,
employees and top management. The
questionnaire form & responses obtained
during the survey are also attached .The
analysis proved efficient functioning of
the organization & addressing key issues
as retaining employees. The satisfied
internal customers (employees) serving
the customers are 77.4%. The outlet has
maintained satisfaction level of
customers visiting once a month for
shopping at 91.80%.
Analysis of Top Management
Feedback
As reported the organization structure at Big Bazaar is tuned to the
day scenario where flat organization is preferred over hierarchical
system of management. The organization follows decentralized
system in the HR department while Centralized system in the
Supply chain department which gives human touch and
consolidated information for the 120 line employees.
The span of control delegated to the ASM (Operations) responsible
for profit management of the concern is above 25 people and the
reporting structure is through e-mail which is the most efficient,
accountable & accurate means of reporting. Moreover employees
are rewarded on achieving targets.
While the HR department follows a decentralized system giving
employee responsibility, accountability & empowerment. The span
of control designated to HR Executive & Department Manager
(Apparels) is 10-20 people and the reporting structure is efficient
with submitting daily reports.
The management is remarkable in maintaining & retaining its
workforce through Counseling & Motivation. The best part is that
it gives due recognition & compensation for low absenteeism rate.

However, as many employees want some additional training

programs to be conducted & aid in the education this would be
highly appreciated.
 Analysis of Employees
Feedback
Out of 120 employees we took 20 as our sample size.
In which 5 are team leaders,9 are team members,2
are promoters ,1 is head cashier,2 are from security
department and 1 is pharmacy representative.

team leader

5%
10% team member
25%
5%
promoters
10%
cashier

security
45%
pharmacy
representative

What motivates you most on the job?

About 38% employees are motivated by their designation, 52% by
salary and 10% by incentives.
There were also some employees who were motivated by extra
leave, their job, work knowledge, growth in organization.
 10%
38% designation
salary
incentives
52%

What kind of training are you given?

48% employees are trained in customer handling, 28% in billing
and rest 24%in system-stocks handling.
Some employees were given SOP (standard operating process),
FCRM, product training, self-improvement training, and disaster
management training.

24%

48% customer handling

billing
stock handling

28%
Do you find training appropriate to the
organization’s requirements?
85% finds training absolutely appropriate to the organization’s
requirements. While some employees think that training should be
given as per the section requirement. Some employees asked for
more system training. Also some employees were as such who
were already trained.

15%
tr a in in g a p p r o p r ite
n o t a p p r o p r ia te
85%

On what basis do you want promotion?

About 33% employees wanted promotion on the basis of their
qualification, 45% on their experience, and rest on the basis of
their suggestions.

22%
33%
qualification
experience
suggestion

45%
Are you satisfied with the fringe benefits you are
given?
Out of 20 employees, only 2 were very satisfied with the type of
fringe benefits provided to them. 11 were satisfied and 7
employees were not satisfied.

35%
satisfied
very satisfied
55% not satisfied

10%

What are the improvements/additions you want in

your job profile?
10 employees feel that they should be provided the benefit of job
rotation to enhance their job profile, 6 employees want fringe
benefits and only 4 employees want to be given more training to
improve their job profile.

20%
job rotation
fringe benefits
50%
training
30%
What are the recreational and entertainment
facilities you look forward to?
Out of total employees surveyed, 9 employees want to have picnic.
8 employees want to have parties at Big Bazaar, 4 want festive
celebrations and 2 employees want to have movie tickets.

17%
picnic
39%
movie tickets
parties
35% festive celebrations
9%

What is the team building exercises organized in

the organization?
Out of 20 employees, 14 employees said that games are organized
for team building, 4 said that discussions are held and only 2
employees said that job shuffling is done.

20%
games
job shuffling
10%
discussion
70%
How satisfied are you with your job?

5%
15%

satisfied w ith job

very satisfied
not satisfied

80%

Out of 20 employees, 16 employees are satisfied with their job. 3

employees are very satisfied with their job where as only 1
employee was not satisfied with his job.

Analysis of Customers
What excites you most for shopping at Big
Bazaar?
The analysis of feedback of 60 customers revealed that those who
appreciate promotional offers (e.g. Buy three gets one free) are
37% & people who appreciate discount offers are 45% & those
who opt for both are 20%.
11 Discount
22
Promotion

Both

27

What do you usually buy from Big Bazaar?

Their purchase consists of FMCG 80%, Utensils 12% & apparels
18%.

11

7 FMCG
Utensils
Apparels
48

How often do you come at Big Bazaar?

The frequency of visits is twice a month at 55%, 15% once a
month, for within a week & above one month.

9 9

Within a week
9 Fortnight
Within 1 month
Above 1 month

33

How is your shopping experience at Big Bazaar?

The satisfied customers are 73.3%, very satisfied are 18.3% &
about 8.3% are unsatisfied.

5
11
Satisfied
Very Satisfied
Not Satisfied
44

Do you want some additional brands at Big

Bazaar?
27 customers want additional brands at store while
33 do not.

45% Yes

55% No

The customer demand additional Brands like: Nike, Reebok,

Adidas, Van Huesen etc.

Are you satisfied with the quality of the shopping

bag given by Big Bazaar?
However, 18% are not satisfied with the quality of the shopping
bag 76.66 % is satisfied & 5% did not answer.

3 11
Yes
No
Not Answered
46

Why do you visit the store?

About 66% customers visit the store due to availability of all
products, 28% due to low price and 23% due to accessibility.

14 Reachable

Low Price
40
17 Availability of all
products

Have you ever faced any problem at Big Bazaar?

Experience of customers at Big Bazaar was good as 61% did not
face any problem, 39% people faced problems out of which 26%
were due to billing reasons. Other problems included heavy rush at
time of huge discounts offered, sales personnel’s lack of
information & not responding to them, products out of stock.

23
Faced problem
37
Billing problem
No problem faced
16

When questioned about improvements at Big Bazaar they said sale

to be not limited for particular days, also during rush hours
provision of more bill counters must be there as waiting in long
cues forces them to leave certain products thereby loss of sale to
Big Bazaar.

The above analysis proves that the outlet has been successful in
attracting a large customer database & satisfactory level is more
than 70%. Also 55% customers visit the store twice a month.
However, the scope of improvement lies in CRM & addressing
billing issues that forms the crucial part of purchase. Also as
demanded the store must add some brands like Nike, Adidas,
Reebok due to which customers have to visit these stores.

Limitations
1. Only one of the stores was analyzed for the study.
2. Not all employees were covered. As the company employs
about 150 people only 20 were accessed.
3. The time for research was only during day.
4. The customers accessed were not on weekends.
5. The research was not conducted on any special days like
republic day, when the company offers huge sales.
6. The limitation was that we were only 5 researchers although
the population size is large.
 Our Recommendations
1. Customer Care Centre to be made that guides and counsels
about customer loyalty program.
2. Training must be provided to sales personnel not only of their
counters but for all (Job rotation may enrich knowledge).
3. Stress Buster Exercises must be organized during evenings in
sessions as employees have to stand all throughout the day.
4. More hoardings could be placed that could bring awareness
to people (at metro station).
5. More brands should be included.
6. Employees should be given salary increments.
7. Exchange offers must be made clear as the consumers are
often not clear about how to use them.
8. Seating arrangements must be made for customers as well as
for employees also.
9. Customers usually faces problem in billing their purchased
goods. So billing counters must be increased and employees
at the billing should be given training so that they could bill
the products in much lesser time.
10.Quality of the product should be increased.