WIP PROJECT in :

MANISH GHOSHROLL NO. P15FC189

RETAIL SECTOR  The Indian retail industry has emerged as one of the most dynamic

and fast-paced industries due to the entry of several new players. It accounts for over 10 per cent of the country’s Gross Domestic Product (GDP) and around 8 per cent of the employment.

Retail market is expected to grow at a CAGR of 24 per cent and attain 10.2 per cent share of the total retail sector by 2016-17.

Retail spending in the top seven Indian cities amounted to Rs 3.58 trillion (US$ 57.6 billion), with organized retail penetration at 19 per cent as of 2014. Online retail is expected to be at par with the physical stores in the next five years.

India is expected to become the world’s fastest growing e-commerce market, driven by robust investment in the sector and rapid increase in the number of internet users. India’s e-commerce market is estimated to expand to over US$ 100 billion by 2020 from US$ 3.5 billion in 2014.

12%

88%

GDP CONTRIBUTION

RETAIL SECTOROTHER SECTOR

2000 2002 2004 2006 2008 2010 2012 2013 2015 20200

2000

4000

6000

8000

10000

12000

14000

204 238 278 321 368 424 518 490 600

13000

COMPOUND ANNUAL GROWTH RATE

COMPOUND ANNUAL GROWTH RATE

CAGR 23.09%

REASONS FOR GROWTH/DIS-GROWTH PATTERN : Emergence of nuclear familiesAn increase in the double-income households trendLarge working populationReasonable Real estate pricesIncrease in disposable income and customer aspirationDemand as well as increase in expenditure for luxury itemsGrowing preference for branded products and higher aspirationsGrowing liberalization of the FDI policy in the past decadeIncreasing urbanization,Rising affluence amid consumers

RETA

IL ORGANISED

UN-ORGANISED

E-RETAIL

ORGANISED RETAIL The organized retail market is growing at 3.5 percent

annually

It is huge industry in terms of size and according to management consulting firm Techno Park Advisors Pvt. Ltd., it is valued at above US$ 350 Billion.

Organized retail is expected to garner about 16-18 percent of the total retail market (US $ 65-75 billion) in the next 5 years.

Organized retail accounts for 7% of India’s roughly $435 billion retail, market and is expected to reach 20% by 2020.

Food accounts for 70% of Indian retail, but it remains under penetrated by organized retail. Organized retail has a 31% share in clothing and apparel

the sector is likely to show significant growth of over 9% over the next ten years and also see rapid development in organized retail format with proportion likely to reach more respectable 25% by 2018

The total no. of shopping malls is expected to expand at CAGR of 18.9% by 2015.

UNORGANISED RETAIL

Sales through the unorganized retail sector are predominant in India with the organized retail sector being a lot smaller. It is estimated that over 95% of retail in India is done through the unorganized channel .

Unorganized retail sector constituting 97% (twelve million) of total trade, while organized trade accounts only for 3%

COMPANY

INTRODUCTION PANTALOONSPantaloons Fashion & Retail, one of the top clothing brands in the world, is India's fastest growing premium lifestyle company. With innovative designs, concepts and products, the company brings the latest trends in fashion and clothing styles to the apparel market.Pantaloons, previously controlled by the Future Group, has been recently taken over by Aditya Birla Nuvo Limited, a US $4 billion premium diversified conglomerate and India's largest manufacturer of linen fabric.

More about

. The company provides an incredible and complete one-stop shopping experience to its buyers through its vast collection of more than 200 prestigious brands for the discerning fashionista. Pantaloons, with a presence across 59 cities through 122 aesthetically designed large format stores and 26 factory outlets, displays a range of classy and trendy merchandise that truly lives up to Pantaloons’ maxim of ‘fresh fashion’.

BRANDS OFFERED

BOARD & MANAGEMENT TEAM

Mr. Kumar Mangalam BirlaChairman – Aditya Birla Group 

Mrs. Rajashree BirlaChairperson, The Aditya Birla Centre for Community Initiatives and Rural Development

Mr. Ajay SrinivasanDirector, Financial Services

Mr. Pranab BaruaBusiness Director – Retail & Apparel

 A US $40 billion corporation, the Aditya Birla Group is in the League of Fortune 500. It is anchored by an extraordinary force of over 120,000 employees, belonging to 42 different nationalities. The Group has been ranked Number 4 in the Global 'Top Companies for Leaders' survey and ranked Number 1 in Asia Pacific for 2011.

ADITYA BIRLA GROUP

VISION & VALUESOur VisionTo be a premium global conglomerate, with a clear focus on each of the businesses.

Our Mission

To deliver superior value to our customers, shareholders, employees and society at large.

Our Values

Integrity

Commitment

Passion

Seamlessness

Speed

SECTOR

Retail

PRODUCT

FMCG products, fruits, vegetables, groceries, frozen food, bakery, homecare, personal care, pharmacy, general merchandise and apparel and footwear

Aditya Birla Retail Limited (ABRL) is the retail arm of Aditya Birla Group, a $41 billion corporation.

Supermarket

Hypermarket

SWOT ANALYSISSTRENGTH

I.India's largest retailer 1000 store across 70cities

II.Largest retailer by means of market capitalization & revenue

III.High no. of purchase ordersIV.Always updatedV. popular brand

VI.Highly strategic HRM

WEAKNESSI.Absence of skilled labour force compared to

world std.II.Consumers from premium target group

perceives it as low quality brand

THREATI.Strong competition from unorganized retail

sector in India.II. Government policies are not well defined

in emerging marketsIII. Online shopping is emerging trend in

consumers due to convenience

OPPORTUNITYI.Increase in footfalls by increasing ATL – TV

commercial promotionsII.India is fast emerging as retail hub for top brands as government allowed FDI in single

brand and multi brand retailIII.Organized retail is only 4.5 % of total

Indian retail industry

SWOT

CUSTOMER SERVICE DESK

EMPLOYEE STRENGTH

 MANAGER : Mr. Monajit Chowdhury Ms. Dolphi Raj ( assistant manager )

STAFFS : Ms. Rajasree Roy Mr. Vijay Das Mr. Bikash (alteration ) 

SOFTWARES USED

CAPILLARY IN TOUCH SOFTWARE

QUICK SILVER SOFTWARE

PANTALOONS PAY BACK LOYALTY CARD  1 points for each 100 rupees spent. Points can be redeemed

later.

90 day return period instead of 30.

Alterations home delivered free of charge.

Can request free merchandise delivery within 3kms

Dedicated express billing counter.

Complimentary home delivery at free of cost.

Can request a personal shopping assistant in store.

Easy exchange without the bill.

Sale preview The points from a single purchase takes 72hours to get

updated.

BENEFITS OF PANTALOONS THROUGH PBGC  Customer satisfaction and make the

customer to be a loyal customer by providing various services.

Profit Maximization. Collect all information of customers

as Name, Address, Date of Birth, Marital Status, Profession, Wedding Anniversary, and Monthly Shopping Expenses etc…

Communicate with customer about the upcoming offers/sales through contact numbers and Emails.

Able to address about the discounts and upcoming styles.

Customer Retention

STEP 1

STEP 2

POINT REDEMTION PROCESS

STEP 3

STEP 4: After the card is scanned the card number is visual on the screen. Then click on SUBMIT then it will show the total points available in the card and its valuation in Rs. on the right.If any one want to redeem points and take voucher then vouchers are generated by carrying this process forward. But its is to be mentioned that to get a voucher the card must contain at least Rs. 50.The PAYBCK vouchers come in only two denominations Rs. 50 & Rs. 250.  

PANTALOONS GIFT VOUCHER AND GIFT CARDS

REGISTERS MAINTAINED BY CSD

SCRIPT REGISTER

LOST AND FOUND REGISTER

EDC REGISTER

PRODUCT ENQUIRY REGISTER

DEFECTIVE REGISTER

FREE GIFT ISSUE REGISTER

ALTERATION REGISTER

TAILOR REGISTER

CHECKLIST OF CSD

Then..At first it was pen to paper when the customers are provide with CFF ( customer feedback form ) where customers along with their name and phone number , give their feedback in the provided space.

During this time customer service desk had to maintain three register:

COMPLIMENTS

SUGGESTION

COMPLAINS

Now.. Now the system has changed completely. Now we no more call

it feedbacks we call it SHOPPING EXPERIENCE.

It’s no more a pen to paper deal but they have placed tabs across the store in every corner as well as in front of cash.

The system contain 10 slides .

STANDARD OPERATING PROCEDURE

SOP OF CUSTOMER SERVICE DESK  GIFT WRAPPING

ALTERATION

ANNOUNCEMENT

TELEPHONE CALLS

EXCHANGES

OBSERVATIONS&

FINDINGS After the Internship, I came to the conclusion that Pantaloons is the

most likely store in Kolkata.

Its immediate competitor is Shopper’s Stop & MAX.

One positive sign for Pantaloons is that it has become the choice for middle class people in Kolkata.

At the same time customers belonging to the higher class society complain about the service provided to them.

The customers are also unhappy with the limited brands available in the store.

Grooming check is not done all the time.

If any product is not matching customer needs then some staffs get offended & do not assist customers ( Some times customer do offend staffs )

Compared to other pantaloons CSD is well maintained. ( Visually)

Overall if we consider then this all will effect the store sales, So better if we fix it fast

Tagging standards are not maintained.

Gestures like “Namaste” are always missing from the floor staff.

SUGGESTIONS Few years down the line Lifestyle may turn out to be a major threat as

well. So, services to the customers should be upgraded.

Customers expect a better variety of products in Pantaloons so that it can satisfy customers from all the sections of society.

More brands should be immediately brought under the same roof of Pantaloons.

Tagging standard should be properly maintained.

Every department should have staffs dedicated only for tagging to reduce errors.

inventory management should be done ensuring that the product is available in all size

Employees should be given proper training about the offers, product specifications and Customer Loyalty Program

The ground staffs should have the basic ability to speak in English.    

THANK YOU