Jaipuria Institute of Management, Lucknow by Syed Yusuf Husain Zaidi Enroll
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CUSTOMER SERVICE-MAX RETAIL Summer Training Project Report submitted in partial fulfilment of the requirements for the Post Graduate Diploma in Management At Jaipuria Institute of Management, Lucknow By Syed Yusuf Husain Zaidi Enroll. No.:JL15PGDM169 Supervisor: Prof.Mahima Sharma Batch 2015-17 JAIPURIA INSTITUTE OF MANAGEMENT, LUCKNOW TO WHOMSOEVER IT MAY CONCERN This is to certify that the Summer Project Study Report, Titled “CUSTOMER SERVICE-MAX RETAIL” submitted by Mr. Syed Yusuf Husain Zaidi as partial fulfilment of requirement of the two year PGDM (2015-2017) is a bonafide work carried out by the student at our Institute. This Summer Project Study is his/her original work and has not been submitted to any other University/Institute. Prof.Mahima Sharma Prof.R K Ojha Project Supervisor Program Director- PGDM Date: Place: Lucknow 2 DECLARATION BY THE STUDENT I Syed Yusuf Husain Zaidi student of PGDM batch (2015-1017) declare that the project entitled Customer Service-Max Retail is my own work conducted under the supervision of Prof.Mahima Sharma as a partial fulfilment of Summer Internship Program for the course of PGDM submitted to Max Retail and Jaipuria Institute of Management, Lucknow I further declare that to the best of my knowledge the project does not contain any part of any work which has been submitted for any other project either in this institute or in any other without proper citation. Place: Lucknow Date:………………………….. Signature of the Candidate 3 ACKNOWLEDGEMENT I would like to express the deepest appreciation to my industry mentor Mr.Rohit Shukla and the entire staff of Max Retail Store, Fun Republic Mall,Lucknow.I am highly indebted to Max Retail for their guidance and constant supervision as well as for providing necessary information regarding the project and also for their support in completing the project. I would like to express gratitude towards my parents & faculty mentor Prof.Mahima Sharma for their kind co-operation and encouragement which help me in completion of this project. My thanks and appreciation also goes to my colleagues in developing the project and people who have willingly helped me out with their abilities. 4 EXECUTIVE SUMMARY Name of the Organisation:MAX RETAIL Duration:45 Days Project Topic: Customer Service Objectives of the study: • To know about Customer demographics (age, gender, ethnicity, income status, etc.) • Opinions about products purchased or service received • Overall satisfaction with a location, product or service • Recognition of the brand and its marketing efforts How well the customer is attended by the Customer Relation Executives? Which department is the best/worst in the store in this parameter? How many customers get the exact product by the CRE‘S? Are they satisfied shopping at Max Retail? What is the best part of their shopping at Max.? What needs to be improved in the store according to the customers? 5 TABLE OF CONTENTS Contents CHAPTER 1:INTRODUCTION ........................................................................................................... 8 1.1 INDUSTRY OVERVIEW ..................................................................................................... 8 1.2 PROBLEM STATEMENT ....................................................................................................... 14 1.3 RATIONALE OF THE PROBLEM ............................................................................................ 15 1.4 METHODOLOGY USED FOR THE TASK ............................................................................... 16 CHAPTER 2:DETAILS OF THE ORGANISATION .............................................................................. 17 2.1 INTRODUCTION ................................................................................................................... 17 2.2 THE ORGANIZATION ........................................................................................................... 18 2.2.1 PRODUCTS / SERVICES AND PROCESSES/ FACILITIES ................................................. 20 2.2.2 MANAGEMENT OR BOARD OF DIRECTOR .................................................................. 24 2.2.3 HR PRACTICES .............................................................................................................. 25 2.2.4 COMPETITION ANALYSIS: ............................................................................................ 28 2.2.5 INDUSTRY ANALYSIS .................................................................................................... 33 2.3 ORGANIZATION BUSINESS PROFILE: .................................................................................. 37 2.4 OTHER RELEVANT INFORMATION: ..................................................................................... 38 2.5 SWOT ANALYSIS OF COMPANY: ......................................................................................... 42 2.6 PESTEL FRAMEWORK ANALYSIS OF COMPANY: ................................................................ 44 2.7 PORTER FIVE FORCE MODEL OF MAX RETAIL: ................................................................... 47 2.8 CONCLUSION: ...................................................................................................................... 49 CHAPTER 3:THE PROBLEM ON HAND ........................................................................................... 50 3.1 INTRODUCTION ................................................................................................................... 50 3.2 PROBLEM AREA IDENTIFICATION ....................................................................................... 50 3.3 DESCRIPTION OF THE TASK/ JOB ........................................................................................ 51 6 3.4 DETAILED ANALYSIS OF THE TASK ...................................................................................... 51 3.5 CRITICALITY OF THE TASK: .................................................................................................. 56 3.6 CONCLUSION: ...................................................................................................................... 57 CHAPTER 4:LEARNING OUTCOMES .............................................................................................. 58 4.1 COMPREHENSION OF THE TASK ......................................................................................... 58 4.2 PROBLEMS FACED DURING ACCOMPLISHMENT OF THE TASK ......................................... 58 4.3 METHODS ADOPTED TO SOLVE THE PROBLEMS ............................................................... 58 4.4 MONITORING OF PERFORMANCE ON DAILY BASIS ........................................................... 58 4.5 OVERALL LEARNING FROM THE TASK ................................................................................ 59 CHAPTER 5:RECOMMENDATIONS ................................................................................................ 60 5.1 BRIEF DESCRIPTION OF RECOMMENDATIONS .................................................................. 60 5.2 DETAILS OF EACH RECOMMENDATION, DISCUSSION OF ITS TECHNICAL SUITABILITY, ECONOMIC JUSTIFICATION AND FEASIBILITY OF IMPLEMENTATION. .................................... 60 5.3 SUGGESTED SCHEME OF IMPLEMENTATION, PRECAUTIONS AND MONITORING SYSTEMS ................................................................................................................................................... 61 5.4 CONCLUSION ....................................................................................................................... 61 CHAPTER 6:CONCLUDING REMARKS ............................................................................................ 62 6.1 SUMMARY ........................................................................................................................... 62 6.2 GAINS FROM THE PROJECT ................................................................................................. 63 6.3 LIMITATIONS OF THE PROJECT ........................................................................................... 63 6.4 SCOPE FOR FURTHER WORK ............................................................................................... 63 6.5 CONCLUSION ....................................................................................................................... 63 6.6 REFERENCES ........................................................................................................................ 65 7 CHAPTER 1:INTRODUCTION 1.1 INDUSTRY OVERVIEW 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. India is the world‘s fifth-largest global destination in the retail space. The Indian retail industry is one of the fastest growing in the world. Retail industry in India is expected to grow to US$ 1.3 trillion by 2020, registering a Compound Annual Growth Rate (CAGR) of 16.7 per cent over 2015-20. India is the fifth largest preferred retail destination globally. The country is among the highest in the world in terms of per capita retail store availability. India‘s retail sector is experiencing exponential growth, with retail development taking place not just in major cities and metros, but also in Tier-II and Tier-III cities. Healthy economic growth, changing demographic profile, increasing disposable incomes,