BigBazar_ob[1]

8/3/2019 BigBazar_ob[1]

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A

Study of

Organizational Behavior

Undertaken at

Guided By:

Mr. Rahul Vats. (Faculty- IBS)

Submitted By:

Pratik Asnani. (Roll No: 59)

Pratik Kotak. (Roll No: 19)

Aditya Trivedi (Roll No: 45)

Kathit Shah (Roll No: 60 )Hardiksinh Chavda. (Roll No: 48)

Joytsana Chaudhry (Roll No: 52)


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Company Profile:

Big Bazaar is a chain of department stores in India, currently with 75 outlets. Itis owned by the Pantaloon Retail India Ltd, Future Group. It works on thesame economy model as Wal-Mart and has considerable success in many

Indian cities and small towns. The idea was pioneered by entrepreneurKishore Biyani, the CEO of Future Group. Currently Big Bazaar stores arelocated only in India. It is the biggest and the fastest growing chain ofdepartment 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 sectioncalled the Food Bazaar. Big Bazaar stores in Metros have a gaming area andkids play area for entertainment.

Objective:

Our aim was to analyze the organizational behavior through out the outlet wevisited.

Executive Summary:

The project was undertaken by five group members. The operating areas wereinvestigated with the set of three questionnaire sets gathering views of certainstakeholders as customers, employees and top management. The questionnaireform & responses obtained during the survey are also attached .The analysis

proved efficient functioning of the organization & addressing key issues asretaining employees. The satisfied internal customers (employees) serving thecustomers are 77.4%. The outlet has maintained satisfaction level of customersvisiting once a month for shopping at 91.80%.

Analysis of Organizational Behaviour within BIG BAZAAR:

y As reported the organization structure at Big Bazaar is tuned to the dayscenario where flat organization is preferred over hierarchical system ofmanagement. The organization follows decentralized system in the HRdepartment while Centralized system in the Supply chain department

which gives human touch and consolidated information for the 120 lineemployees.

y The span of control delegated to the ASM (Operations) responsible forprofit management of the concern is above 25 people and the reportingstructure is through e-mail which is the most efficient, accountable &accurate means of reporting. Moreover employees are rewarded onachieving targets.


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y In addition, the HR department follows a decentralized system givingemployee responsibility, accountability & empowerment. The span ofcontrol designated to HR Executive & Department Manager (Apparels) is10-20 people and the reporting structure is efficient with submitting dailyreports.

y The management is remarkable in maintaining & retaining its workforcethrough Counseling & Motivation. The best part is that it gives duerecognition & compensation for low absenteeism rate.

y However, as many employees want some additional training programs tobe conducted & aid in the education this would be highly appreciated.

Analysis of Employees Feedback:

Out of 60 employees we took 20 as our sample size which included 4 teamleaders, 9 team members, 2 promoters, 1 head cashier, 2 from security

department and 2 from pharmacy department.

Overall, 80% of employees who participated in our survey were satisfiedand were enjoying their job @ Big Bazaar.

Analysis of Customers Feedback:

The below analysis proves that the outlet has been successful in attracting alarge customer database & satisfactory level is more than 70%. Also 55%customers visit the store twice a month. However, the scope of improvement liesin 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 towhich customers have to visit these stores.

Acknowledgement:

We really appreciate the quality time given to us by Ms. Kamna Mehta and Mr.

Arjun Kumar. We are really obliged and grateful for the immense support and

patience.

Thanks to all those who have directly or indirectly contributed in making of this

report.


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Questions ofQuestionnaire for Employees and its analysis

What motivates you most on the job?About 38% employees are motivated by their designation, 52% by salary and10% by incentives.

There were also some employees who were motivated by extra leave, their job,work knowledge, growth in organization.

What kind of training are you given?48% employees are trained in customer handling, 28% in billing and rest 24%insystem-stocks handling.Some employees were given SOP (standard operating process), FCRM, product

training, self-improvement training, and disaster management training.

38%

52%

10%

designation

salary

incentives

48%

28%

24%

customer handling

billing

stock handling


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Do you find training appropriate to the organizations requirements?85% finds training absolutely appropriate to the organizations requirements.While some employees think that training should be given as per the sectionrequirement. Some employees asked for more system training. Also some

employees were as such who were already trained.

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.

Analysis of Employees Feedback:Out of 20 employees, only 2 were very satisfied with the type of fringe benefitsprovided to them. 11 were satisfied and 7 employees were not satisfied.

85%

15%

training approprite

not appropriate

33%

45%

22%

qualification

experience

suggestion


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What are the improvements/additions you want in your job profile?10 employees feel that they should be provided the benefit of job rotation toenhance their job profile, 6 employees want fringe benefits and only 4 employeeswant to be given more training to improve their job profile.

What are the recreational and entertainment facilities you look forward to?Out of total employees surveyed, 9 employees want to have picnic. 8 employeeswant to have parties at Big Bazaar, 4 want festive celebrations and 2 employeeswant to have movie tickets.

55%

10%

35%satisfied

very satisfied

not satisfied

50%

30%

20%

job rotation

fringe benefits

training

39%

9%35%

17%picnic

movie tickets

parties

fes tive celebrations


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What is the team building exercises organized in the organization?Out of 20 employees, 14 employees said that games are organized for teambuilding, 4 said that discussions are held and only 2 employees said that job

shuffling is done.

How satisfied are you with your job?

Out of 20 employees, 16 employees are satisfied with their job. 3 employees arevery satisfied with their job where as only 1 employee was not satisfied with his

job.

70%

10%

20%

games

job shuffling

discussion

80%

15%

5%

satisfied w ith job

very satisfiednot satisfied


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Questions ofQuestionnaire for Customers and its analysis

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 whoappreciate discount offers are 45% & those who opt for both are 20%.

What do you usually buy from Big Bazaar?Their purchase consists of FMCG 80%, Utensils 12% & apparels 18%.

How often do you come at Big Bazaar?The frequency of visits is twice a month at 55%, 15% once a month, for within aweek & above one month.

22

27

11 Discount

Promotion

Both

48

7

11

FMCG

Utensils

Apparels

9

33

9

9

Within a week

Fortnight

Within 1 month

Above 1 month


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How is your shopping experience at Big Bazaar?The satisfied customers are 73.3%, very satisfied are 18.3% & about 8.3% areunsatisfied.

Do you want some additional brands at Big Bazaar?

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

The customer demand additional Brands like: Nike, Reebok, Adidas, VanHuesen 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 % issatisfied & 5% did not answer.

44

11

5

Satisfied

Very Satisfied

Not Satisfied

55%

45% Yes

No

11

46

3

YesNo

Not Answered


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

Have you ever faced any problem at Big Bazaar?Experience of customers at Big Bazaar was good as 61% did not face anyproblem, 39% people faced problems out of which 26% were due to billingreasons. Other problems included heavy rush at time of huge discounts offered,sales personnels lack of information & not responding to them, products out ofstock.

When questioned about improvements at Big Bazaar they said sale to be notlimited for particular days, also during rush hours provision of more bill countersmust be there as waiting in long cues forces them to leave certain products

thereby loss of sale to Big Bazaar.

14

1740

Reachable

Low Price

Availability of all

products

23

16

37 Faced problem

Billing problem

No problem faced

Documents

BigBazar_ob[1]