GROUP MEMBERS,Priyanka bapat-.08 708Ketaki bhirdikar – 08 711Jayesh Desai - 08 720Foram Doshi – 08 722Rohan Jadhav-08 727

Pooja Jha - 08 729Rasika Raina - 08 744Mitali Sorthi – 08 754Prajakta Torvi – 08 755Punam Waghulde – 08 758

INTRODUCTION TO BIG BAZAARA chain of shopping malls in India owned by Kishore

Biyani’s Pantaloon Group.Big bazaar is not just another hypermarket. Provides the best products at the best price.Reflect the look and feel of Indian bazaars at their

modern outlets .All over India, Big Bazaar attracts a few thousand

customers on any regular day.

VISION OF FUTURE GROUP

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

SEGMENTATION• Geographic: Pan India, 116 outlets

• Demographic: Caters to all ages, SexIncome group - Middle class to upper middle class

• Psychographics: Value for money

TARGETING • Middle Class to upper middle class

• Family

• Big Bazaar specifically targets working women and home makers who are the primary decision makers.

POSITIONING Price

Range

High

High

Low

Low

Shoppers stop LifestyleCrossroads

GlobusAkbar Allys

Apna Bazaar

Big Bazaar

DIFFERENTIATION• Bazaar experience in a mall

• Value for money

• Every Day Low Price (EDLP)

• Innovative promotion strategies

• Situated at strategic location

POINT OF PARITY

POINT OF DIFFERENCE

SEARCH, EXPERIENCE & CREDENCE QUALITIES• Search: Word of mouth,

Advertising, Low priced products

• Experience: Crowded, True feel of bazaar (Mandi), High billing time, Lack of awareness among the

employees about the products• Credence: Low cost products,

Attractive discounts

SERVICE DESIGN• Handling all the departments

• Handling Logistics

• Customer service

• Service blueprint.

Service Processing at Big Bazaar Retail Stores

cashier

Exterior of the retail stores

Customer Support Staffs

Basket / Trolley

Products &Other interiors danglers, lifts, wash rooms

Product display Counters

Uniformed Sales staff

Payment Counter & Payment Slip

Purchased products cover bags

Exit and product withdrawal counters

Complaint & Feedback desk / Website

Submits his baggage to the baggage counter

Arrives at Big bazaar retail store

Submission counter for baggage

Customer Support staffs

Gets a pulling basket / trolley

Visits various product counters

Selects Products for final purchase

Pays money according to the bill

Counter staff

Inventory management Team (SCM)

Finance Department persons

Security guards

SAP / ERP

Enquires about the products not found on shelf, etc.

Security Departme

nt

Security support staffs

Leaves with his purchases & collects his belongings from the baggage counter.

CRMStaff

Trainers

SERVICE RECOVERY