“A Study on Store Operation with Reference to Coupon Mall, Hyderabad” Is an Original Work Done by Me Under the Supervision of Dr M
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“A STUDY ON STORE OPERATION WITH REFERENCE TO COUPON MALL” A Project report submitted to Institute of Public Enterprise, Hyderabad in partial fulfilment of the requirement for the award of the Degree of POST GRADUATE DIPLOMA IN MANAGEMENT - RETAIL & MARKETING SUBMITTED BY PALASH BISWAS Under The Esteemed Guidance of Dr. M. MEHER KARUNA ASSISTANT PROFESSOR INSTITUTE OF PUBLIC ENTERPRISE OSMANIA UNIVERSITY CAMPUS HYDERABAD – 500 007 2007 - 2009 DECLARATION I, hereby declare that the SIP Work titled, “A Study on Store Operation With Reference to Coupon Mall, Hyderabad” is an original work done by me under the Supervision of Dr M. M. Karuna, Assistant Professor (Marketing), IPE, OU Campus, Hyderabad and Mr. Srinivasan, Mall manager, coupon mall, Hyderabad. This project has not been submitted else where for the award of any degree or diploma either in part or full in any university/institution. Place- Hyderabad Palash Biswas Date: ACKNOWLEDGEMENT Any work is incomplete without significant contribution and help of people involved in it. It is a pleasure to acknowledge my debt to the many people involved directly or indirectly, in the successful completion of the project. I would like to acknowledge the help rendered to me by Prof. R.K.Mishra, Director, IPE, Hyderabad, and Dr. V Srikanth, Coordinator, PGDM-RM, IPE, Hyderabad. I express my deep sense of gratitude to Mr A. Sridhar Raj, Asst. Prof and coordinator Sip for batch of 2009 for his timely help and integrity in handling my needs beyond a level that can not be described by merely words. I am grateful to my project guide Dr. M. M. Karuna for his continuous guidance and support during the tenure of the project. I take this opportunity to thank him profusely for his excellent guidance and support throughout the course of this project. My sincere thanks to Mr. Srinivasan, Mall manager, Coupon Mall, Hyderabad Unit. I am obliged to Mr Sandip, Merchamndiser of Coupon Mall for his continuous support and giving me this opportunity I would finally like to thank all others who helped me in the completion of the project whom I have missed out in Coupon Mall. Palash Biswas CONTENTS Page No. CHAPTER – 1 1.1 INTRODUCTION 1 1.2 NEED FOR STUDY 4 1.3 OBJECTIVES OF STUDY 5 1.4 METHODOLOGY 5 1.5 LIMITATIONS OF STUDY 7 CHAPTER – 2 PROFILE OF THE INDUSTRY 8 CHAPTER – 3 PROFILE OF THE COMPANY 33 CHAPTER – 4 THEORETICAL FRAMEWORK OF STUDY 60 CHAPTER – 5 ANALYSIS OF STUDY 70 CHAPTER – 6 FINDING 92 CONCLUSIONS 95 SUGGESTIONS 97 ANNEXURES BIBLIOGRAPHY 1.1 INTRODUCTION One undeniable, truth in our world village is that today’s cutting edge idea or product is tomorrow’s accepted Norm. The miniaturization of the mobile phone, the calculator becoming the computer, and many more are all examples of rapid progression and the rapid dissemination of exclusivity. And even Indian retail proposition is lending itself into exclusivity. The Indian retail industry is estimated to have a market size of $180 billion accounting for a national GDP of 10 percent. It is poised to see a growth of 11 -12 percent per year. India is placed sixth in the global retail development index and it is predicted that there will be 1000 - 1500 stores in each of the metros by next year. The India retail business has the capacity to employ over 2 million in new jobs within the next 6 years. About 60 percent of these are expected to be in the area of fashion and lifestyle, and customer satisfaction is one key area for the same. Retail industry in India is expected to rise 25 percent yearly being driven by strong income growth, changing lifestyles, and favourable demographics. Shopping in India has witnessed a revolution with the change in the consumer buying behaviour and the whole format of shopping also altering. Industry of retail in India which has become modern can be seen from the fact that there are multi- stored malls, huge shopping centers, and sprawling complexes which offer food, shopping, and entertainment all under the same roof. India retail industry is expanding itself most aggressively; as a result a great demand for real estate is being created. Indian retailers preferred means of expansion is to expand to other regions and to increase the number of their outlets in a city. In the Indian retailing industry, food is the most dominating sector and is growing at a rate of 9 percent annually. The branded food industry is trying to enter the India retail industry and convert Indian consumers to branded food. Since at present 60 percent of the Indian grocery basket consists of non- branded items. India retail industry is progressing well and for this to continue retailers as well as the Indian government will have to make a combined effort. 1.2 NEED FOR THE STUDY The need for superb customer service is not astonishing, and the means for bringing it about are relatively well known. Nevertheless, too many businesses seem to accept the need and means in theory but in practice they continue to deliver poor service. Retail stores whose owners are also managers tend to fare much better than chains that employ minimum-wage employees who don’t care a whit about helping customers. Retail industry was the buzz word of the day. Though the retail industry was not opened 100 percent for Foreign Direct Investment, the Desi Capitalist (local) took the lead. Almost all the industrial houses of the country have entered into the retail industry. The big retail malls of the world like Wal-Mart are just waiting to enter into the band wagon once this sector of economy is fully opened up for FDI. In the light of such a competitive market of world, to attract the customer to their respective stores the retailers apply different strategies to satisfy its customers. This tool not only helps retailers to retain the old/repeated customers but also helps in getting new ones. So this shows an imperative need for studying the growing retail sector (retailers) strategies for customer satisfaction 1.3 OBJECTIVES OF THE STUDY The objectives of the study are as follows: • To study the operation parameters in Coupon Mall. • To improve the operational performance of the store. • To create balance between sales and shopping space. • To create effective merchandise presentation. • To ascertain factor this will contribute to increase in sales of Coupon Mall. 1.4 METHODOLOGY Observation Method of Research Observation is a research method where the relevant behaviours of customers are observed. Behaviour of customers for various stimuli gives us information which can be understood through only observation. Sufficient time spent for observation of customers and their responses for various stimuli gives information inputs for research. It is felt necessary for this project. The research design can be: Casual observation which takes place when managers on a continuous basic monitor variables such as competitive prices and advertising activities, the length or queue of the customers waiting for service etc. The benefit of observation method is that it is the least expensive and accurate method of collecting information (and data) and can measure consumer behaviour at the point of sale. • What is the in store traffic pattern? • What is the customer’s reaction to the displays Visual merchandising, etc.? • What is the pattern of customer’s movement within the store? • Which are the brands closely examined / preferred by the shoppers? • What is the customer’s reaction to private / in store labels? • Which are the frequently asked questions by the customers? • What is the frequently asked question by the customers? • What is the frequency of visit to the store, by the customers? Observation can take the form of: (a) Direct Observation -- for instance, the retailer may use an observer disguised as a shopper to watch apparel store shoppers approach a product category, to observe how long they spend time in the display area, did they find it difficult to get the product and so on. 1.5 LIMITATIONS OF THE STUDY: The study has the following limitations- The study has been conducted only in coupon mall, Hyderabad and it may not be useful for any other brand factory or retail outlet. There may be respondent bias. Time constraints restrict more study regarding store operation. PROFILE OF THE INDUSTRY 2.1 INTRODUCTION In the current business environment a confluence of market forces has created an extremely complex climate in the global retail industry. In mature markets, retail sector is challenged by its inability to grow and maintain profit margins as a result of a constrained operating environment, market maturity & saturation, slow population growth, and more demanding consumers as well as highly volatile consumer behavior. Apart from these there are concerns of rising competitive pressures, transformation of alternative sales channels- including "bricks (stores), clicks (web), rings (call centers), and knocks (services to the home), a blurring of roles between suppliers and retailers." also, as consumers have become empowered through access to information, wherever and whenever they want it, retailers have become more relevant to the consumer at the point of purchase and hence a shift in the balance of power to the retailers. As an outcome, the strategic focus of the entire retail sector is moving towards the emerging economies of Asia and central & eastern europe- china and India in particular. These economies offer expanding consumer markets with new opportunities for growth through global sourcing, off-shoring and the huge potential for development of modern/ organized retailing. 2.2CATEGORIZATION OF RETAIL INDUSTRY The retail trade in India & India south East Asia is shown in table below Table 2.1 Retail trade in India & South East Asia RETAIL TRADE IN INDIA & SOUTH EAST ASIA (in %ge) Countries Organization Unorganized India 4 96 China 20 80 South Korea 15 85 Indonesia 25 75 Philippines 35 65 Thailand 40 60 Malaysia 50 50 Source: Crisil Unorganized retailing refers to traditional formats of low cost retailing like local kirana shops, owner manned general stores, pan shops, and convenience stores etc.