1. GROUP MEMBERS,
Priyanka bapat
Ketaki bhirdikar –
Jayesh Desai
Foram Doshi –
Rohan Jadhav
Pooja Jha
Rasika Raina
Mitali Sorthi –
Prajakta Torvi –
Punam Waghulde –

2. INTRODUCTION TO BIG BAZAAR
A 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.

3. VISION OF FUTURE GROUP
Future Group shall deliver Everything, Everywhere, Every time for Every Indian Consumer in the most profitable manner.

4. SEGMENTATION Geographic: Pan India, 116 outlets
Demographic: Caters to all ages, Sex
Income group - Middle class to upper middle class
Psychographics: Value for money

5. TARGETING Middle Class to upper middle class Family
Big Bazaar specifically targets working women and home makers who are the primary decision makers.

6. POSITIONING Price Range Shoppers stop Lifestyle Crossroads Big Bazaar
High
Range
Low
Apna Bazaar
Globus
Akbar Allys
High
Low

7. DIFFERENTIATION Bazaar experience in a mall Value for money
Every Day Low Price (EDLP)
Innovative promotion strategies
Situated at strategic location

8. POP POINT OF PARITY Range of products One stop shop Good quality
Service

9. ambience – feel of bazaar
POINT OF DIFFERENCE
POD
Logistics
Value for money
ambience – feel of bazaar
EDLP

10. 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

11. SERVICE DESIGN Handling all the departments Handling Logistics
Customer service
Service blueprint.

12. Service Processing at Big Bazaar Retail Stores
Exterior of the retail stores
Submission counter for baggage
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
PHYSICAL
EVIDENCE
Enquires about the products not found on shelf, etc.
Arrives at Big bazaar retail store
Submits his baggage to the baggage counter
Gets a pulling basket / trolley
Visits various product counters
Selects Products for final purchase
Pays money according to the bill
Leaves with his purchases & collects his belongings from the baggage counter.
CUSTOMER
Customer Support Staffs
Security guards
Counter staff
Customer Support staffs
cashier
Security support staffs
(Onstage)
CONTACT
PERSON
Inventory management Team (SCM)
Finance Department persons
(Backstage)
Staff Trainers
SAP / ERP
Security Department
CRM
SUPPORT
PROCESS

13. SERVICE RECOVERY