1. Content
Part- I
♥ Company Profile
♥About HR
Part- II
♥ Introduction to the Project.
♥ Objective of the Study
♥ Research Methodology:
٭ Types of Research.
٭ What is R.M
♥ Findings:
٭ Data Analysis
٭ Interpretation
٭ Limitations
♥ Conclusion and Recommendations.
♥ Bibliography
2.
3. PART-I
• Spencer’s Industries Limited
• History
• Management Board
• About RPG
• Spencer’s Retail Format
• Spencer’s Retail Store In Lko
• Growth & Future of Retail
SPENCER’S RETAIL LTD.SPENCER’S RETAIL LTD.
4. COMPANY PROFILE
Overview of RPG Group
RPG Enterprises, established in 1979, is one of India’s fastest growing business
groups with a turnover touching USD $3 billion. The group has more than twenty
companies managing diverse business interests in the areas of Power,
Transmission, Technology, Retail and Entertainment.
Wide-ranging businesses, growing returns and a reputation to reckon, makes
working with RPG an enriching experience. Where entrepreneurial skills are valued,
excellence is the by-word, and performance is a pre-requisite.
Management
The RPG Management Board is the backbone of the conglomerate. Its members are
highly qualified professionals, well experienced in their respective fields.
Values
RPG’s business ethics promote higher levels of excellence. The group’s values of
Customer Sovereignty, People Orientation, Innovation & Entrepreneurship,
Transparency & Integrity, and Passion for Superior Performance, Anticipation,
Speed and Flexibility propel it to perform and excel in all spheres of the business.
Quality
For RPG quality determines success. Continuous process improvements are carried
out to ensure complete satisfaction of customer and market requirements.
History
The history of RPG began in 1820 when Ramdutt Goenka, from a small town in
Rajasthan, came to Calcutta to do business with the British East India Company.
4
5. The following milestones speak of his enterprising efforts, and the subsequent
growth of the RPG group.
By the 1900s the Goenkas establish themselves in diverse business sectors like
banking, textiles, jute and tea.
Sir Hariram Goenka and Sir Badridas Goenka are conferred knighthood by the
British for outstanding contribution to business and the community. In 1933, Sir
Badridas Goenka becomes the first Indian to be appointed Chairman of the
Imperial Bank of India (now the State Bank of India). He is elected President of the
Federation of Indian Chambers of Commerce and Industry (FICCI) in 1945.
Keshav Prasad Goenka (son of Sir Badridas Goenka) continues the successful
trait of entrepreneurship. In 1950 Goenka’s acquire two British trading houses -
Duncan Brothers and Octavius Steel. After successful acquisitions in the areas of
tea, automobile, tyre, jute, cotton textile and electric cables, Keshav Prasad
Goenka retires in the 70s. His business is taken over by his three sons.
One of the sons, Rama Prasad Goenka (better known as RP Goenka), starts RPG
Enterprises in 1979 with Phillips Carbon Black, Asian Cables, Agarpara Jute and
Murphy India.
The 80s see further acquisitions by the RPG group, the first being CEAT Tyres of
India in 1981. The group then went on to acquire KEC (1982); Searle India, now
RPG Life Sciences (1983); Dunlop (1984); HMV (1988); and finally CESC,
Harrisons Malayalam, Spencer & Co. and ICIM in 1989.
RP Goenka’s sons Harsh (Chairman) and Sanjeev (Vice-Chairman) spearhead the
group’s management from 1990.
Management Board
5
6. The Management Board comprises of highly qualified and experienced professionals
from different business areas.
6
7. Quality
RPG Organizational Excellence
RPG Organizational Excellence is an effort toward achieving excellence by
enhancing performances through clarity of purpose, meticulous planning, tenacious
execution and passion to excel.
7
8. RPG Organizational Approach
RPG Organizational Approach translates the group’s organizational excellence
strategy through an effective 3-point program:
• Six Sigma
• TPM
• Continuous Improvement
8
9. About RPG
RPG Enterprises is not only one of the biggest, but also one of the most
respected names in the industry. A US$ 3.4 billion business conglomerate, RPG is
one of the powerhouses that drive Indian Industry. With more than 20 companies,
it spans 7 business sectors, Retail, Technology, Entertainment, Power,
Transmission, Tyres and Specialties- all under the RPG banner. Even with such a
diverse portfolio, the fact that RPG Enterprises has had nothing but only unrivalled
success in all these sectors, speak very highly of the efficiency and vision with
which the company is run. Over the years RPG Enterprises has built a huge
reservoir of trust and goodwill among the people of India. People at Spencer’s
are truly proud to be a part of the RPG
Their Heritage
9
10. Spencer’s quality’ is a time-tested phrase, which has been ingrained in the minds
of the Indian consumer for over 100 years now. And it still continues to evoke a
warm aura of trust and goodness. In 1863, since we first opened our gates to the
Indian consumer, we have like all successful businesses, re-invented ourselves
with the times. But our endeavor, by which we still stand firm, has always been to
provide a pleasant and delightful shopping experience for you, our valued
customer. As RPG, when we took over Spencer’s, we pioneered the retail revolution
in India, by introducing the concept of specialty stores like Food World, Health and
Glow and Music World. And this pioneering spirit still burns strong. We feel proud
to share the fact that in 2000, we introduced the Indian consumer to the first ever
Hypermarket.
RPG Values
Customer Sovereignty
People Orientation
Innovation and Entrepreneurship
Transparency and Integrity
Anticipation, Speed and Flexibility
Passion for Superior Performance
10
11. Vision
We shall be a leading Indian group with a focus on market
capitalization through
• Leadership in profitability and revenue growth in our
chosen business
• Being a customer centric organization
• Being the most exciting work place
DIVERCIFICATION IN DIFFERENT SECTOR
11
Harsh Goenka, Chairman, RPG Enterprises
13. RETAIL MACRO ENVIRONMENT
RETAIL MACRO ENVIRONMENT
Favorable Demographics
Large & burgeoning middle class, to increase to
32% by 2010
13
14. • 53% of population below 25 years of age
RPG RETAIL - VISION
To be a customer focused, differentiated, Foods intensive
Retail Company with clusters of destination and convenience
stores (Hyper ,Supers & Dailies)
To establish Spencer’s Express & mass proliferate
To set up Retail chains in focused Verticals like Music,
Books, Mobility Solutions, Apparel, Footwear, Luxury Brands
and Life Style Brands where domain knowledge exists or is
acquired through partnerships
To achieve Pan India presence with 2000 Stores through
current verticals by 2009 & 5000 stores by 2011
14
15. The Journey
RPG RETAIL 1995-2005
Grocery – Super markets.
GIANT HYPERMARKETS Hypermarket with extended range
Music
Music
Health & Beauty
History…
15
16. • 1995 – JV between RPG and DFI to set up retail Stores in
grocery
• 1996-2003- All is well – rapid expansion 95 stores across
south & Pune
• 2001- FDI withdrawn in retail
• 2002- MOU expires with DFI .cracks in the JV. No store
opened till 2005.
• JV Broke up 2005 Sept.
RPG Retail – 2005 onwards
September 2005 -Spencer’s Retail was born- A revitalized
organization with new hopes and challenges.
Group re-dedicates itself to the industry
New store opening plans made and first store opened in
October
Addition of new Formats : Books n Beyond, Cellucom in
sector portfolio in 2007
Spencer’s Retail : Current View
16
17. Aggressive plans for Spencer’s
Exited March ’08 with 400 stores including 16
Hypers with T/O Rs 800 Cr.
Propose to add >500 stores including 26 Hypers
by March ’09 with T/O > 2000 Cr.
Exit ‘09 with >1000 Spencer’s stores
Investment plan - Rs 1100 Cr for Spencer’s
expansion.
May ’08 : Pan India presence in 65 cities with
400 stores - 16 Hypers,12 Supers,197 Dailies,135
express.
RPG Retail – Current Portfolio
17
18. Food and Home Needs Stores Flagship
Brand
60 stores by March’08 Music & Books
60 stores by March’08 60 stores by March’08
ic & Books
60 stores by Mar
1000 Stores by March ’08 Mobility Products
1000 Stores by March ‘08
Spencer’s Retail
18
19. Spencer’s Retail is the largest supermarket chain in India. At Spencer’s we
have for you an extensive range of products and durables, designed to
satisfy all your shopping needs. We are proud today of our 350 stores
across 50 cities covering a retail trading area of 1.3 million square feet and
an astonishing 3.5 million customers a month. However, all these figures
and statistics would mean nothing if we couldn’t put a smile on your face. It
has been and will always be our constant effort. No wonder, after more than
100 years, people continue to trust the name Spencer’s. And this trust has
been the outcome of a consistent high-quality service.
For every want, for every need:
We at Spencer’s are glad that we are able to provide all that you need, and
all that you wish you had. From an endless choice of foods and exotic fruits
& vegetables to household needs, home décor and consumer durables.
Whether you are designing your home or plan to have a party, we have
your basket ready with us. So come and discover the joy of shopping at
Spencer’s.
RETAIL FORMATS OF SPENCER’S RETAIL
19
20. Spencer’s Express
Spencer’s express is your store next door for your fresh needs at arms
length. These stores are around 1000 sq ft in size. They are open from 7 am
to 9 pm and also provide you with home delivery. Our Express stores stock
dairy, fruit and vegetable, bread and bread products, cut vegetables/ ready
to cook, fruit juices, fresh batter, fresh coffee/tea, fresh masalas, fresh
pickles, fresh Ghee, fresh fish and meat.
Spencer’s Daily
The Spencer’s Daily store is your friendly neighbourhood store, which caters
to your entire daily shopping needs - from regular groceries to fresh food
and also weekly top-up shopping. About 2000-4000 sq ft in size and with a
bright and friendly atmosphere, Spencer’s Daily saves you the hassle of
bargaining with the local Kirana shop owners (because we offer the lowest
possible prices).
20
21. Spencer’s Super
The Spencer’s Super is the place to go for your monthly shopping. About
5000-15,000 sq. ft. in size the Spencer’s Super not only caters to your daily
needs but also stocks home care products; personal care products, Bakery,
Chilled and frozen food; Baby care besides groceries & staples, fresh fruits
and vegetables. In effect we have everything to make sure your household
runs smoothly all month long.
Spencer’s Hypermarkets
The Spencer’s Hypermarkets are huge destination stores, more than
28000sq. ft. in trading area. Shoppers come here looking for fantastic deals
across all categories. Our Hypermarkets ensure a comfortable, clean, bright
and functional ambience to shop along with the convenience of finding
everything under one roof at the best value for mone
21
22. LIST OF SPENCER’S RETAIL STORES IN LUCKNOW
S.No. Format Area
1 Spencer's Daily
ALI
GANJ
2 Spencer's Daily
FAIZ
ABAD ROAD
3 Spencer's Hyper
G
OMTI NAGAR
4 Spencer's Super
HAZRA
TGANJ
5 Spencer's Express
K
ANPUR ROAD
6 Spencer's Daily
RAJAJIP
URAM
7 Spencer's Daily
RAJE
NDRA NAGAR
8 Spencer's Express RING ROAD
9 Spencer's Daily
VI
KAS NAGAR
10 Spencer's Daily
V
IVEK KHAND
22
23. Competitive Landscape
The Players
Key Players
Current stores,
Revenue(Rs) Plans
Reliance 150 1600 stores by March '08
Big Bazaar 50
100 BB stores,4700 Cr
Revenues by end'07
Subhiksha 600, 400 Cr 1000 by end '07
Food World 60 stores, 200 Cr N.A.
Nilgiris 36,200 Cr 50 stores , 400 Cr exit'07- '08
Trinethra ( Aditya Birla) 172 ,170 Cr 220 stores, 300 Cr end '07
Vishal Megamart 50 stores,280 Cr 220 stores , 500 Cr by 2010
D-Mart 6 Stores , 35 Cr N.A.
Fab Mall 28 stores, 190 Cr N.A.
23
24. Retail Industry Scenario
An overview
Retailing
World’s largest private industry
US$ 6.6 trillion sales annually
Indian retailing
Largest employer after agriculture - 8%* of population
Highest outlet density in world Around 12 mn outlets. 96% of
the 12 Million stores are less than 500 Sq. ft.
Still evolving as an industry
Retail Industry Scenario : India
Market size
Current market size is roughly US$ 300 bn*
3% organized.Set to double by 2010 .
Sales from large format stores would rise by 24-49%**
Formal and modern format retailing would enjoy rapid
growth
Experiments across the country in metros, smaller towns and
even villages.
24
25. Structure of the Quality Council
Core Committee
President – Spencers Retail
Sr. VP - HR
Sr. VP - Operations
VP - Merchandise
VP - Marketing
VP - Private Label
Chief Quality Officer
The Core Committee provides overall guidance to the Quality Initiatives
Working Committee
Chief Quality Off/ QA Rep
Operation Representative
Merchandising representative
Logistics
Private Label Representative
Product Development
HR Representative
Leads the process development and implementation in the respective area
25
26. RETAIL
INTRODUCTION
“Retailing today is not only about selling at the shop, but also about
surveying the market, offering choice and experience to consumers,
competitive prices and retaining consumers as well”
Retailing is the final step in the distribution of merchandise - the last link in
the Supply Chain - connecting the bulk producers of commodities to the
final consumers. Retailing covers diverse products such as foot apparels,
consumer goods, financial services and leisure.
A retailer, typically, is someone who does not effect any significant change
in the product except breaking the bulk. He/ She are also the final stock
point who makes products or services available to the consumer whenever
require. Hence, the value proposition a retailer offers to a consumer is easy
availabilities of the desired product in the desired sizes at the desired times.
In the developed countries, the retail industry has developed into a full-
fledged industry where more than three-fourths of the total retail trade is
26
27. done by the organized sector. Huge retail chains like Wal-Mart, Carr four
Group, Sears, K-Mart, McDonalds, etc. have now replaced the individual
small stores. Large retail formats, with high quality ambiance and
courteous, and well-trained sales staff are regular features of these
retailers.
Type of Retail
• Organized Retail- 3%
• Unorganized Retail- 97%
Organized vs. unorganized Retail
Organized Unorganized
Owner usually not the operator Owner usually the operator
Supply chain management No SCM dependent on distributors &
suppliers
Automation Virtually no automation
Presence of store brand Absence of store brand
Wider assortment &range of
products
Lesser range & assortment of products
Large scale operations Small scale operations
Growth of organized retailing in India
27
28. Retailing- one of the largest sectors in the global economy is going through a
transition phase not only in India but the world over. For a long time, the corner
grocery store was the only choice available to the consumer, especially in the
urban areas. This is slowly giving way to international formats of retailing.
The Indian Retail market, rated as the second most attractive destination among
emerging markets globally, is in the midst of a gigantic transformation, thanks to a
plethora of changes within the segment and outside, with mounting international
and domestic pressure to open up the economy, with Indian corporate houses and
investors taking active interest in retailing, and with the Government realizing the
importance of modernizing the sector, Organized Retail could well become a major
driver of the economy in the years ahead. The sector can greatly induce consumer
spending in the domestic market .
28
29. INDIAN RETAIL SCENARIO
Although retailing in India is not a new concept, the system of organized
retailing is still in a nascent stage. Retailing industry in India is estimated to
be US$ 200 billion, of which organized retailing makes up 3 percent or US$
6.4 billion. Organized retail is expected to grow at 25-30 percent p.a., and is
projected to attain US$ 23 billion by 2010. At this rate organized retail
would constitute up to 9% of overall retail sales.
Various reasons are responsible for the growth of Indian retail:
1. Increased per capita income of the Indian consumer
• Increase in disposable income of middle class households.
• 20.9% growth in real disposable income in ’99’-03.
2. Growing high and middle income population at a pace of over
10% per annum over last decade.
3. Affordability growth:
• Falling interest rates
• Easier consumer credits
• Greater variety and quality at all price points.
4. Improvement in infrastructure are enlarging consumer markets
and accelerating the convergence of consumer tastes.
29
30. 5. Liberalization of market for consumer goods, this has helped the
MNC brand to make in roads into Indian markets by offering
wide range of choices to Indian consumers.
6.Changing mindset of Indian consumer
• Increasing tendency to spend
• Post Liberalization youth population is nearly 100 million
7. Greater levels of education.
8. Shift in the consumer demand for higher brand
9. Internet is making consumers more accessible
10. Reach of satellite TV channels, which are helping in creating
awareness about global products for local markets.
11. Reduction of custom duties of CE, personal care Dairy
Products .
12. The urban customer:
• Getting exposed to international lifestyle
30
31. RPG HR Vision
“ Creating an exciting workplace which inspires superior
people performance”
• Being the most exciting work place
Harsh Goenka, Chairman, RPG
Enterprises
31
32. HUMAN RESOURCE MANAGEMENT ( H R M )
o Integration
o Influencing
o Applicabilit
MEANING OF HRM: -
HRM is management function that helps managers to recruit,
select, train and develop members for an organization. Obviously
HRM is concerned with the people’s dimensions in organizations.
HRM refers to set of programs, functions, and activities designed
and carried out .
Core elements of HRM
• People: Organizations mean people. It is the people who
staff and manage organizations.
• Management: HRM involves application of management
functions and principles for acquisitioning, developing,
maintaining and remunerating employees in organizations.
• Integration & Consistency: Decisions regarding people
must be integrated and consistent.
• Influence: Decisions must influence the effectiveness of
organization resulting into betterment of services to customers in
the form of high quality products supplied at reasonable cost.
• Applicability: HRM principles are applicable to business as well as
non-business organizations too, such as education, health, recreation and
the like.
32
33. OBJECTIVES OF HRM: -
1. Societal Objectives: To be ethically and socially responsible to the
needs and challenges of the society while minimizing the negative impact of
such demands upon the organization.
2. Organizational Objectives: To recognize the role of HRM in
bringing about organizational effectiveness. HRM is only means to achieve
to assist the organization with its primary objectives.
3. Functional Objectives: To maintain department’s contribution and
level of services at a level appropriate to the organization’s needs.
4. Personal Objectives: To assist employees in achieving their
personal goals, at least in so far as these goals enhance the individual’s
contribution to the organization. This is necessary to maintain employee
performance and satisfaction for the purpose of maintaining, retaining and
motivating the employees in the organization
HRM Activities –
1. HR Planning
2. Job Analysis
3. Job Design
4. Recruitment & Selection
5. Orientation & Placement
6. Training & Development
7. Performance Appraisals
8. Job Evaluation
9. Employee and Executive Remuneration
10. Motivation
11. Communication
12. Welfare
13. Safety & Health
14. Industrial Relations
7 Categories of Scope of HRM
1. Introduction to HRM
33
34. 2. Employee Hiring
3. Employee and Executive Remuneration
4. Employee Motivation
5. Employee Maintenance
6. Industrial Relations
7. Prospects of HRM
ROLE OF HRM
1. Advisory Role: HRM advises management on the solutions to any
problems affecting people, personnel policies and procedures.
• Personnel Policies
• Personnel Procedures
2. Functional Role: The personnel function interprets and helps to
communicate personnel policies. It provides guidance to managers, which
will ensure that agreed policies are implemented.
3. Service Role: Personnel function provides services that need to be
carried out by full time specialists. These services constitute the main
activities carried out by personnel departments and involve the
implementation of the policies and procedures described above.
Role of HR Managers (Today)
34
35. 1. Counselor: Consultations to employees about marital, health, mental,
physical and career problems.
2. Mediator: Playing the role of a peacemaker during disputes, conflicts
between individuals and groups and management.
3. Problem Solver: Solving problems of overall human resource
management and long-term organizational planning.
4. Management of Manpower Resources: Broadly concerned with
leadership both in the group and individual relationships and labor-
management relations.
FUNCTIONS OF HRM ALONG WITH OBJECTIVES
HRM Objectives Supporting HRM Functions
Social Objectives
Legal Compliance
Benefits
Union Management Relations
Organizational Objectives
Human Resource Planning
Employee Relations
Recruitment & Selection
Training & Development
Performance Appraisals
Placement & Orientation
Employee Assessment
Fun
ctional Objectives
Performance Appraisals
Placement & Orientation
Employee Assessment
Personal Objectives
Training & Development
Performance Appraisals
Placement & Orientation
Compensation
Employee Assessment
Managerial Functions of HRM
1. Planning
2. Organizing
35
36. 3. Staffing
4. Directing:
5. Controlling:
Operational Functions of HRM
1. Procurement: Planning, Recruitment and Selection, Induction and
Placement
2. Development: Training, Development, Career planning and counseling.
3. Compensation: Wage and Salary determination and administration
4. Integration: Integration of human resources with organization.
5. Maintenance: Sustaining and improving working conditions, ret
entions, employee communication
6. Separations: Managing separations caused by resignations,
terminations, lay offs, death, medical sickness etc.
CHALLENGES OF HRM IN INDIAN ECONOMY
1. Globalization.
36
37. 2. Corporate Re-organizations.
3. New Organizational forms.
4. Changing Demographics of Workforce.
5. Changed employee expectations.
6. New Industrial Relations Approach.
7. Renewed People Focus.
8. Managing the Managers.
9. Weaker Society interests.
10. Contribution to the success of organizations.
PART-II
PROJECT INTRODUCTION
A STUDAY OF MANAGEMENT INFORMATION SYSTEM
SPENCER’S RETAIL LIMITED( RPG GROUP )
37
38. Definition
'MIS' is a planned system of collecting, processing, storing and
disseminating data in the form of information needed to carry out the
functions of management. According to Phillip Kotler "A marketing
information system consists of people, equipment, and procedures to
gather, sort, analyse, evaluate, and distribute needed, timely, and accurate
information to marketing decision makers." (Kotler, Phillip and Keller, Kevin
Lane; Marketing Management, Pearson Education, 12 Ed, 2006).
Management Information System (MIS)
It is a subset of the overall internal controls of a business covering the
application of people, documents, technologies, and procedures by
management accountants to solving business problems such as costing a
product, service or a business-wide strategy. Management Information
Systems are distinct from regular information systems in that they are used
to analyze other information systems applied in operational activities in the
organization. Academically, the term is commonly used to refer to the group
of information management methods tied to the automation or support of
human decision making, e.g. Decision Support Systems, Expert systems,
and Executive information systems
Management:
Effectiveness – how well a firm is pursuing a goal or objective of its
business; for instance, providing quality product/service can be a business
goal that is usuallystated in a firm's mission statement; Management by
objective (MBO), etc.
Efficiency – best use of resources, a synonym is productivity = output
divided by input. Productivity is measured in general by a ratio
38
39. output indicates revenue, market share, etc., while input indicates labor,
rawmaterials, administrative costs, operations costs, and IT related costs.
Profitability - The empirical studies in the IS literature have reported that
on the contrary to the management's belief, there exists no significant
difference in the profitability between before and after the new IS
implementation. In other words,the new IS does not make significant
profitability increase whatsoever. Ingeneral, the bottom line in any business
is the profitability.
Information
• Relates to the computer; refers to knowledge.
• Data are a source for the information. If the data are processed in a
meaningful way, they become "information." Here, IT can contribute.
Information can be extracted easily through IT (e.g. computer) if data
are properly processed.Therefore, the second word in M.I.S. indicates
IT or computer.
• Of course, information can be obtained by a primitive way such as
manual sorting, etc. by a clerk. Using IT definitely outperform any
other mean of history, in terms of processing data.
Systems
• If a nice system is made, it is self running which leads to reducing the
people necessary to the business process.
39
40. • Systems Theory, Systems approach
• Systematically doing business
• Systems comes from systems theory that stresses the importance of
system approach to problem-solving and a structured way to control
and adjust Automatically. Computer programmers and software
engineers/developers realized it was only way to reduce a possibility
of encountering errors later in the systems development process.
• When you construct a new/better system for the current business
operations/decision-making process, you don't want to make
computer program based on the current business way. Instead, you
develop a new model after serious analysis of the current system, so
later can save resource in terms of time and money by avoiding a
possible mistake/error. Therefore, business process reengineering
(BPR) is unthinkable without a sound understanding of systems
• theory/concepts
The management information system manager must clearly understand the
record- keeping and reporting requirements before designing the system.
Though the requirements of each employer vary, some common report can
be prepared. They are:
• Personal profile: Name, sex.community, age, martial status,
address, phone number, service date.
• Career profile: performaqnce appraisal, job title change, job
classification change, salary change, promotion, transfers, career
paths.
• Skill profile: Education, training, certificates, skills, degrees,
licenses, hobbies, requested training, interests.
• Benefits profile: Insurance coverage, disability, provision,
pensions, profit sharing, vacation, holidays, sick leave.
Data for personal
40
41. • Descriptive Data: Name, address, date of birth, marital status
and other data describe a person.
• Skills Inventory: A specialized application of descriptive data,
such as skills, abilities, job experience and interests
• Organizational status: Date of hire, organization location, job
title and other job-related data indicating where a person is
situated and what work he is doing in the organization.
• Work History: A compilation of past organization position,
performance and status change, including raises and change in
location and budget center
• Performance Appraisal.
• Wage and salary: All information necessary for wage and salary
and benefits administration, as well as that necessary for
calculation of gross pay role and gross to net pay
• Labor Reporting Data: Time-Keeping, absence, production and
labor cost
information; work location; supervisor to whom charged; and so
forth.
• Recruitment: Application in process, application on file, status of
recruiting activity, data about schools, and follow-up information.
Objective of MIS:
1. To offer an adequate, comprehensive and on going information
system about people and jobs.
2. To supply up-to date information at a reasonable cost.
41
42. 3. To offer data security and personal privacy. Data security is a
technical problem that can be dealt with in several ways,
including passwords and elaborate codes. In the information age
personal privacy is both an ethical and moral issue
Benefits of MIS:
• MIS can process, store and retrieve enormous quantities of
data in a economical way.
• The record can be update quickly.
• There is improved accuracy.
• MIS can greatly reduce fragmentation and duplication of data.
Information System
An information system is a set of organized procedures which
when executed provides information to support decision-making.
Information can be define as a tangible or intangible entity which serves to
reduce uncertainty about some future state or event.
Type of information
1. Recruitment information: It includes advertisement module,
applicant’ profile, appointment and placement data.
42
43. 2. Personnel Administration Information: It consists of
personal needs of an employee concerning leaves, transfer
promotion, increment, etc.
3. Manpower Planning Information: It offers data that could
help human resource mobilization, career planning, succession
planning and inputs for skill development.
4. Training Information: It provides information for designing
course material, arranging need-based training and appraising
the training programme, etc
5. Health information: It consists of data relating to health,
safety and welfare of employee.
6. Appraisal Information: It consists of performance appraisal
information that serves as input for per motion, career and
succession planning.
7. Payroll information: It provides data regarding wages,
salaries, incentives, allowances, fringe benefits, deductions for
provident fund, etc.
Prepare the MIS Report of the Spencer’s Retail
Type of store:
Destination Discount Store 25000 Sft
SUPER + Full range apparels/fashion Houseware, White Goods,
Electronics,Food Courts,Café
43
44. Neighbourhood home needs Store
4000- 7000Sft
DAILY +Apparels/Fashion, Liquor, Brown Goods, General Merchandise
Neighborhood Food Store. 2000-4000
Sft
FRESH + Staples, Processed Food, Beverages, FMCG, Bakery, Chilled
& Frozen, basic apparels, daily need gen merch and electrical
Store Next Door 1000 Sft
Dairy, F&V, Fresh fish &Meat
Types of department & Grade in Spencer’s Retail
Department
Grade
A B B+ C D E F G H
COMMERCIAL
FIN & A/CS
HR
44
45. INSTITUTIONAL SALES
IT
MARKETING
MERCHANDISING
OPERATIONS
PROJECTS
WARE HOUSE
TRAINING
TYPE OF GRADE AND DESIGNATION
GRADE DESIGNATION
A CEO , BOARD OF DIRACTOR
B VP , NATIONAL HEAD
B+ SENIOR MANAGER , BUSINESS HEAD
C SENIOR MANAGER
D HYPER MANAGER & AREA & OTHER MANAGER
E CATOGERY MANAGER
F ASST. MANAGER ALL
G SECTION HEAD , REP. OFFICER , MARKECTING
EXECUTIVE , MANTINANCE SUPERVISOR
H CSA ,ELECTRICIAN , MARKET OFFICER
Senior Management Profile:
SENIOR V.P OPERATIONS
RAMESH MENON
SR. VP HR
NIHAR RANJAN GHOSH
45
48. FORMUALE OF FUNCTIONS
48
South 2 East
North
South 2
Scrutiny of Documents / Issues / Drafts
by Corporate Legal Team
Approval by
Head Legal
Approvals of decision making body /
competent authority
South 1
HR MGR CAT MER HYP HEAD AREA MGR DC MGR COM MGRMKT MGROFFICER PROPTMGR PROJ
ASST.HR
MGR
REPLENISHMENT
OFFICER
FLOOR
MGR
ASST.MGR
OPS.
ASST DC MGR SR.EXECUTIVE
MARKT
ASST MGR
PROJ
HR
EXECUTIVE
STOCK
CONTROLER
COM. EXECUTIVE
OFFICER MARKT
OFFICER PROJ
SECTION HEAD
RST
CSA
BY- SUNIL KUMAR
SR. LP OFFICER
LP OFFICER
49. Selection Process
49
Approval to Regional legal along with necessary drafts / documents /
payments / etc as applicable
Initiate recruitment
request
50. Review & approval
by level 5 and
above managers
Approv
al
receive
d
Yes
No
References
Advertise/
Agencies
Screening
Profiles
Eligibl
e
Profile
s
found
Yes
N
o
Is
written
test
require
d
No
Yes
Conduct
Written
test
Arrange &
conduct
Interviews
Qualified/
Short
listed
NO
Yes
Intimate to the
candidate about not
short listed/selected
Qualified/
Short
listed
Yes
No
Final selection
Select
ed
Yes
Yes
No
Intimation to the
Original
requester
A
A
A
A
50
Send offer
letter
52. Attendance & Leave
Work Timings-HO/RO/Stores
Days
Opening
Time Closing Time
Head Office Monday-Friday 9:30 AM 6:00 PM
Regional Office
Monday-Friday 9:30 AM 6:00 PM
Saturday 9:30 AM 1:30 PM
Stores/Major stores
located in important
place
Monday-
Sunday 9:30 AM 9:00 PM
Other Stores
Monday-
Thursday 9:00 AM 8:30 PM
Friday-Sunday 9:00 AM 9:30 PM
52
53. Leave Rules
53
Entitlement General Rules for availing leave
Can't be taken in >3 installments.Any deviations
need approval of CEO/authorized person.
Application to be submitted to respective Deptt.
Head at least 15 days in advance
Leave will include intervening holidays except
declared paid holidays of the company
Deptt Head/authorized person will grant CL
CL shouldn't be prefixed/suffixed by SL/PL
Calculated from 1st Apr on a pro-rata basis
CL can't be granted for >3 days
Sick Leave
All employees as per entitlement
per FY & rules applicable to
respective regions
Will not be granted without a valid Medical
certificate from a regd. Med Practitioner
May be granted 4 weeks before expected date of
confinement subject to recommendations of a
qualified gynecologist
Any leave period beyond 12 weeks to be
adjusted against PL/SL depending on merit of
case or treated as loss of pay at sole discretion
of management
Maternity
Leave
All female employees-to the
extent of 12 Weeks
After completion of 12 months of
service with the company;Pro-
rata credit for employees joining
in middle of FY
All employees as per entitlement
per FY & rules applicable to
respective regions
Privilege Leave
Casual Leave
54. General guidelines
Encashment
of Leave
Weekly
Holidays
Mandatory to give a full day holiday to employees who
have worked for a period of 6 days continuously
In case of exigencies, if employee works on a weekly
holiday, he/she should be given off 3 days before/after
the scheduled day.
54
At time of cessation of service/time of retirement.
PL to the credit of employees subject to max
permissible limit of accumulation will be reimbursable.
For the purpose of encashment, salary includes Basic,
last drawn by the employee
55. Late Working
Applicability Employees in G and H grade
55
Floor managers to authorize for working beyond
normal working hours
Authorization
Twice the basic salary + DAPayout
Not applicable during new store openings and
Stocktaking; where company makes transport
arrangements
Exceptions
56. Transfer Policy
Procedures for inter-company transfer
Can happen only after company presidents give their
consent/initiated by them/seek assistance of group HRD to
bring transfers about
Receiving presidents will negotiate terms of service directly
with the candidate (with assistance from group HRD)
Group HRD to be informed of any transfer above the level of
GM to ensure correct records at group HO
Transfer within a Zone
Zonal HR Head will authorize the same after obtaining
approval from the zonal business head for all grades
Transfer letter to be issued to the employee with a copy in the
personal file
Transfer between zones
For grade F & above, Zonal HR may initiate transfer process after
getting approval from the respective business heads
Releasing HR will issue the transfer letter with changes as
applicable
For grades E & above, transfer will be initiated after resp. business
heads give their approval. Senior VP-HR will issue the transfer
letter
All emoluments relating to transfer to be paid to employee
irrespective of whether it was requested by employee or otherwise
56
57. Compensation Policy
Objective: To maintain compensation & benefits at such a level so as to
attract and retain most suitable and competent professionals
Leave Travel Allowance
Employees can avail LTA when they become eligible for PL (1
year of service)
Employees will get pro-rata LTA if he/she resigns from service
within 1 year
Pro-rata LTA (employees joining in mid year
57
Salary Basic
Allowances
Special allowance, HRA, conveyance, individual
pay
Annual benefits
LTA,Medical,Mediclaim Cover, Group accident
cover, Telephone reimbursement,Mobile
reimbursement
Valued benefits Furniture and Appliances,Company Car
Retirals Provident Fund,Gratuity,Superannuation
Others
Risk allowance, Break Shift Allowance, Holiday
wage, National & Festival Holidays, Weekly offs
Components
58. Medical Reimbursement
Eligibility- employees who do not fall under ESI scheme
Amount-1 month basic
Can be claimed on submission of bills as proof of expenses
Restricted to a maximum of Rs 15000 per year, beyond this,
the same can be claimed as a personal allowance
Salary Advance
Objective- To help employees meet their monetary needs
Eligibility- Min 1 year of service
Restricted to 3 month’s of employees net home pay (cash
compensation)
To be recovered within the same FY (1-12 months
Telephone Facilities and Limits
Provided on the basis of need/level limits
Mobile Reimbursement
Employee will settle bills & claim reimbursement
Monthly excess/deficit will not be reimbursed
Permitted average expense/month
58
59. Local Conveyance
Two eligibility conditions are important for claiming local
conveyance by any employee (F grade & above)-
The registration of the vehicle should be in the employees name
and the same should be certified by the HR Department.
All claims should be as per business requirements
Employee prepares Local conveyance statement declaring
their expenses
Same has to be passed by resp. deptt mgr and sent to HR
for approval.
After sanction, HR submits statement to commercial for
reimbursement
Reimbursement of local conveyance to employee
59
60. Performance Management
Appraisal cycle (April-March)-
For grade G & H, appraisal process happens by april
For grades F & above, appraisal process & BBSC to be completed by
June 30
Rewards are implemented from 1 July for assessment of last FY
Eligibility for appraisal-
Employees joining before 30 Sep eligible for appraisal in that FY
Employees joining after 30 Sep, appraisal period can be anytime
between 12-21 months (increment/bonus to be enhanced/reduced by
an amount proportionate to the period that person has put in)
Performance Rewards
Awards based on perf. assessment of employee reflected by his
rating
Two categories of awards-
Salary increments
Annual performance bonus
Annual Performance bonus
Is not a part of guaranteed compensation & is given as a one time
bonus
Based on employee’s achievement against objectives as reflected
in BBSC rating
Perf reward is linked to both individual rating as well as
company’s performance. In a year, where the company has had
very poor results, the perf. award will not be paid out
Salary Increments
60
61. Awarded as a % of employee’s current gross compensation (gross
compensation defined as monetary compensation of the employee
basic salary & cash allowances but excluding valued benefits,
HRA, conveyance, LTA & Medical
Based on Cost of living, an avg % increase is arrived at by the
group and communicated to group companies in april each year
Appraisal rating forms the basis for salary decisions & is
communicated to employees after the process of normalization
Promotion policy
Promotions will be based on-
Open positions being made available
When a employee is found suitable to move onto the next
role
Normally done in April/Oct each year
Travel Policy
Objective- To enable employees to undertake business travel to perform
company duties in a convenient, comfortable & cost-effective manner
Accommodation
61
Grade Mode of Travel
A+, A Business class travel
B+ to E Air (Y class)/ I Class AC/ II Class AC
F & Below I Class/ II Class AC/ III AC
Entitlements
62. All persons traveling on business should stay at the guest houses
wherever applicable.
In case of unavailability of guest houses, employees can stay at
hotels as per the indicative list in travel booklet/hotels within the
tariff limit
General Guidelines
Employees staying at company guest house
Fixed allowance of Rs. 200 (inclusive of incidentals & NOT
in addition to the same)
In addition to the expenses incurred on food either outside or
taken at guest house
Employees to settle their bills as per tariff and submit bills at
base location for reimbursement
Other Expenses during hotel stay
Max 1 STD except emergencies
All reasonable boarding expenses reimbursed at actuals
Business entertainment needs prior approval of division head
Laundry bills (allowed for stay 2 days & above)
No reimbursement of personal expenses i.e. magazines,
liquor etc
Incidental Expenses
62
63. To cover any miscellaneous expenses like portage, laundry,tips etc
Per Diem
Applicability
When employee stays on his own without
availing
the guest house facility/hotel accommodation;
the
Employee makes boarding & lodging
arrangement
On his own; payment on per day basis
Where over night travel is involved, it can be
claimed for only 1 leg of travel
When per diem is claimed, no separate food or
Incidentals can be claimed
Applicable only in case of short duration travel.
For travel >1 week on a single loc and duration,
Rates applicable will differ
General Guidelines
63
Sr. Management (Grade C & above)
Managerial grade (Grade E &D)
Executive & Supervisory Grade (Grade F & G)
Jr. Supervisory Grade (Grade H/I)
Rs. 200 per day
Rs. 125 per day
Rs. 100 per day
Rs. 75 per day
64. General Guidelines
Claim for reimbursement to be submitted in prescribed form duly
authorized by concerned Deptt. Head and traveling advances to be
settled within 7 days from date of completion of travel
Where an employee travels with his supervisor, claim to be raised
by supervisor and approved by the next level
The travel statement should be complete in all respects and
accompanied by relevant bills
Employees having a company paid credit card should charge off
all hotel expenses on the card and pay by cash
Superannuation
Non contributory in nature
Applicable to employees in grade E & above
Benefits-
1/3 commutation of pension & interest on balance amount to
be paid by LIC to the employee throughout his lifetime
After lifetime of employee, capital returned to nominee as
per nomination submitted by employee
Retirement & Separation
64
65. Provident fund
Gratuity
Resignation
General
Extended to all employees under the employees
PF Act
Membership &
Nomination
Employee to become a member from joining
date
By filling up form-2 & nominate his family
members
for receiving any benefits posthumously
Employee contribution
Contributions
12% of basic
Employer contribution
8.33% of basic/Rs. 417
Whichever is lower-
12% of basic-EPS
contribution
PF
EPS
Qualifying service
5 years or more (waived on grounds of death,
Disablement due to accident/occupational
disease
Payment rate
Basic Salary Х 15 Х No. of years of cont. service
26
Gratuity received by an employee is taxable in
accordance with tax laws (exemption upto 3.5
lakhs)
Tax implications
65
66. Any permanent employee desirous of leaving company’s
services shall give requisite notice to the company
Wages due to such employee must (if possible) be paid
/recovered on the day the notice expires within reasonable time
If a permanent employee leaves without notice, he shall be liable
to pay to the company his wages in lieu of notice
All resignations to be attested by the department head/ functional
head & forwarded to Zonal HR Head with the proposed relieving
date
HR deptt. initiates release process on receipt of attested
resignation letter
All dues cleared form must be signed off by Commercial ,HR,
supervisor & departmental head
On submission of resignation by employee, employer is
authorized to relieve employee prior to notice period by settling
his dues
Termination
Can be effected in cases of gross misconduct, unauthorized absence
form work & sexual harassment
1. Employee absent >3 days, supervisor informs HR
2. Issue of show cause notice by HR to employee to
Termination letter sent to employee if he doesn’t
3. Termination letter sent to employee if he doesn’t turn up
4. In cases of misconduct, employee to be given a written
memo by functional head (copy to personal file)
66
67. 5. HR to take initiative to counsel employee
6. Employee unwilling to adhere to co. policy, written
Complaint letter issued by functional head
7. On enquiry & validation of facts mentioned, Zonal HR
Head may terminate the services immediately
8. In cases of sexual harassment, action initiated after
Written complaint from affected employee
9.On validation of charges, process of full & final settlement
Is initiated.
10.For termination cases, payment of notice pay by company
as per grade eligibility.
11.All recoveries on loans & advances to be done as for
resignation cases
Procedure to initiate full & final settlement
Employee submits resignation letter Verification by concerned
Deptt. Head submitted to HR Dept.
HR informs actual date of resignation to payroll for preparing
‘statement of settlement’
Entitlements like gratuity, PF and SA are sent to HR. If employee
hasn’t cleared his dues, HR instructs the same to be done
Employee sends PF settlement letter to HR for verification &
authorization & the employer sends it to PF office
PF Deptt. Directly pays to the employee
67
68. Gratuity & SA papers to be forwarded to LIC by payroll deptt. & paid to
employee on receipt of same from LIC
Any increments made on salary will be payable only if employee has
completed 30 days of service after receipt of increment letter
Notice Pay Recovery
Recovery in lieu of notice board will be calculated on the basic salary for
every day of notice period not served
In the event employee resigns & is willing to serve the notice period but the
co. chooses to relieve him/her immediately, then this can be done on
approval from senior VP-HR. In such cases, payout will be calculated on
basis that employee has served whole notice period
Rules for calculating the final settlement
Identity card to be returned failing which Rs. 150 recovered at time of final
settlement
Notice pay payable/recoverable on Basic Salary
Privilege leave only on basic salary
All reimbursements payable/recoverable on submission of bills on pro-rata
basis & employee should have worked for a min of 15 days in a month for
pro-rata continuing
Hard furnishing-Employee leaves before 5 years block, he/she needs to
settle resp. amount which is 20% of the depreciated value as on date of
leaving & can’t return the appliance
All loans/advances to be recovered along with settlement
PF/Gratuity/Superannuation-Employee needs to apply to concerned
authority for settlement
Relieving letter to be issued after F & F settlement is completed
Exit Interview Policy
68
69. Farewell to retiring employees
Philosophy
To ensure any loss of staff is handled in a
professional
& sensitive manner. The idea is to retain talent
within
the organization & initiate appropriate action with a
sense of urgency, wherever possible.
Purpose
To use the opportunity to elicit the employees
objective
feedback on his/her experience of working with the
company & understand the strengths as well as that
of the employees.
Focus
areas
Factual information about the employee
Reasons for leaving/immediate triggers
Strengths of the organization as perceived by
employee
Areas of improvement
Confidentiality of data will be ensured and corrective
action will be at the discretion of management
69
70. Objective-To appreciate their association & bid a warm
farewell
Below asst. managers
(Officers & Executives)
• Memento with company name & logo
• Certificate of appreciation
• Gift worth Rs 2000
• Party for the retiring member along with staff from the department
• Party to be arranged by
HOD
Assistant Manager to senior manager
• Memento with company name & logo
• Certificate of appreciation
• Gift worth Rs 3000
• Party for the retiring member along with staff
from the department, HOD & location head
• Party to be arranged by HOD
GM & above
• Memento with company name & logo
• Certificate of appreciation
• Gift worth Rs 5000
• Party for the retiring member along with staff from the department, MC
Members & reporting members
• Party to be arranged by HOD
Farewell to resigning employees
70
71. Minimum 5 years of service & above
Below asst. managers
(Officers & Executives)
• Gift worth Rs 1000
• Party for the resigning member along with staff
from the department
• Party to be arranged by HOD
Assistant Manager to Senior manager
• Gift worth Rs 1500
• Party for the retiring member along with staff from the department, HOD &
location head
• Party to be arranged by HOD/Location HR
GM & above
• Gift worth Rs 2000
• Dinner for the retiring member along with staff from the department, MC
Members & reporting members
• Party to be arranged
71
73. RESEARCH
“Research is a systematized effort to gain new knowledge.”
-Redman & Mory
“Research is a careful investigation or inquiry especially through
search for new facts in any branch of knowledge.”
-Advanced Learner’s Dictionary of Current English
“Research is the manipulation of things, concepts or symbols for the
purpose of generalizing to extend, correct or verify knowledge,
whether that knowledge aids in construction of theory or in the
practice of an art.”
D.Slesinge & M. Stephenson
73
74. OBJECTIVES OF RESEARCH
The purpose of research is to discover answers to questions through the application
of scientific procedures. The main aim of research is to find out the truth which is
hidden and which has not been discovered as yet.
1. To gain familiarity with a phenomenon or to achieve new insights
into it (studies with this object in view are termed as EXPLORATORY
or FORMULATIVE research studies);
2. To portray accurately the characteristics of a particular individual,
situation or a group (studies with this object in view are known as
DESCRIPTIVE research studies);
3. To determine the frequency with which something occurs or with
which it is associated with something else (studies with this object
in view are known as DIAGNOSTIC research studies);
4. To test a hypothesis of a casual relationship between variables
(such studies are known as HYPOTHESIS-TESTING research
studies).
74
75. “Research has its special significance in solving various operational and
planning problems of business and industry.”
Operations research and market research, along with motivational research, are
considered crucial and their results assist, in more than one way, in taking
business decisions.
Market research is the investigation of the structure and development of a market
for the purpose of formulating efficient policies for purchasing, production and
sales.
Operations research refers to the application of mathematical, logical and analytical
techniques to the solution of business problems of cost minimization or of profit
maximization or what can be termed as optimization problems.
All these are of great help to people in business and industry who are responsible
for taking business decisions. Research with regard to demand and market factors
has great utility in business. Given knowledge of future demand, it is generally not
difficult for a firm, or for an industry to adjust its supply schedule within the limits
of its projected capacity
75
76. DESCRIPTIVE RESEARCH
Descriptive research includes surveys and fact-finding enquiries of different
kinds. The major purpose of descriptive research is description of the state of
affairs as it exists at present.
In social science and business research we quite often use the term Ex post
facto research for descriptive research studies. The main characteristic of this
method is that the researcher has no control over the variables; he can only
report what has happened or what is happening.
Most ex post facto research projects are used for descriptive studies in
which the researcher seeks to measure such items as, for example, frequency of
shopping, preferences of people, or similar data. Ex post facto studies also include
attempts by researchers to discover causes even when they cannot control the
variables.
The methods of research utilized in descriptive research are survey methods
of all kinds, including comparative and co relational methods
76
77. METHODS OF DATA COLLECTION
Survey
Statistical surveys are used to collect quantitative information about items in a
population. Surveys of human populations and institutions are common in political
polling and government, health, social science and marketing research. A survey
may focus on opinions or factual information depending on its purpose, and many
surveys involve administering questions to individuals. When the questions are
administered by a researcher, the survey is called a structured interview or a
researcher-administered survey. When the questions are administered by the
respondent, the survey is referred to as a questionnaire or a self-administered
survey.
The questions are usually structured and standardized. The structure is intended to
reduce bias (see questionnaire construction). For example, questions should be
ordered in such a way that a question does not influence the response to
subsequent questions. Surveys are standardized to ensure reliability,
generalizability, and validity (see quantitative marketing research). Every
respondent should be presented with the same questions and in the same order as
other respondents.
77
78. Questionnaires
Questionnaires are a popular means of collecting data, but are difficult to design
and often require many rewrites before an acceptable questionnaire is produced.
Advantages:
• Can be used as a method in its own right or as a basis for interviewing or a
telephone survey.
• Can be posted, e-mailed or faxed.
• Can cover a large number of people or organizations.
• Wide geographic coverage.
• Relatively cheap.
• No prior arrangements are needed.
• Avoids embarrassment on the part of the respondent.
• Respondent can consider responses.
• Possible anonymity of respondent.
• No interviewer bias.
Disadvantages:
78
79. • Design problems.
• Questions have to be relatively simple.
• Historically low response rate (although inducements may help).
• Time delay whilst waiting for responses to be returned.
• Require a return deadline.
• Several reminders may be required.
• Assumes no literacy problems.
• No control over who completes it.
• Not possible to give assistance if required.
• Problems with incomplete questionnaires.
• Replies not spontaneous and independent of each other.
• Respondent can read all questions beforehand and then decide whether to
complete or not. For example, perhaps because it is too long, too complex,
uninteresting, or too personal.
Questions
• Keep the questions short, simple and to the point; avoid all unnecessary
words.
• Use words and phrases that are unambiguous and familiar to the
respondent. For example, ‘dinner’ has a number of different interpretations;
use an alternative expression such as ‘evening meal’.
79
80. • Only ask questions that the respondent can answer. Hypothetical questions
should be avoided. Avoid calculations and questions that require a lot of
memory work, for example, ‘How many people stayed in your hotel last
year?’
• Avoid loaded or leading questions that imply a certain answer. For example,
by mentioning one particular item in the question, ‘Do you agree that
Colgate toothpaste is the best toothpaste?’
• Vacuous words or phrases should be avoided. ‘Generally’, ‘usually’, or
‘normally’ are imprecise terms with various meanings. They should be
replaced with quantitative statements, for example, ‘at least once a week’.
• Questions should only address a single issue.
Interviews
Interviewing is a technique that is primarily used to gain an understanding of the
underlying reasons and motivations for people’s attitudes, preferences or
behaviour. Interviews can be undertaken on a personal one-to-one basis or in a
group. They can be conducted at work, at home, in the street or in a shopping
centre, or some other agreed location.
Personal interview
Advantages:
80
81. • Serious approach by respondent resulting in accurate information.
• Good response rate.
• Completed and immediate.
• Possible in-depth questions.
• Interviewer in control and can give help if there is a problem.
• Can investigate motives and feelings.
• Characteristics of respondent assessed–tone of voice, facial expression.
Disadvantages:
• Need to set up interviews.
• Time consuming.
• Geographic limitations.
• Can be expensive.
• Normally need a set of questions.
• Respondent bias – tendency to please or impress, create false personal
image, or end interview quick.
Planning an interview:
• List the areas in which you require information.
81
82. • Decide on type of interview.
• Transform areas into actual questions.
• Try them out on a friend or relative.
• Make an appointment with respondent(s) – discussing details of why and
how long.
Conducting an interview:
Personally Arrive on time be smart smile employ good manners find a balance
between friendliness and objectivity.
At the start Introduce yourself re-confirm the purpose assure confidentiality – if
relevant specify what will happen to the data.
The questions Speak slowly in a soft, yet audible tone of voice control your body
languages know the questions and topic ask all the questions.
Responses Recorded as you go on questionnaire written verbatim, but slow and
time-consuming summarized by you taped – agree beforehand –
have alternative method if not acceptable consider effect on
respondent’s answers proper equipment in good working order
sufficient tapes and batteries minimum of background noise.
82
83. At the end
Ask if the respondent would like to give further details about
anything or any questions about the research thank them.
Observation
Observation involves recording the behavioural patterns of people, objects and
events in a systematic manner. Observational methods may be:
• structured or unstructured
• disguised or undisguised
• natural or contrived
• personal
• mechanical
• non-participant
• Participant, with the participant taking a number of different
roles.
83
84. Structured or unstructured
In structured observation, the researcher specifies in detail what is to be
observed and how the measurements are to be recorded. It is appropriate when
the problem is clearly defined and the information needed is specified.
In unstructured observation, the researcher monitors all aspects of the
phenomenon that seem relevant. It is appropriate when the problem has yet to be
formulated precisely and flexibility is needed in observation to identify key
components of the problem and to develop hypotheses.
Disguised or undisguised
In disguised observation, respondents are unaware they are being observed and
thus behave naturally. Disguise is achieved, for example, by hiding, or using
hidden equipment or people disguised as shoppers.
In undisguised observation, respondents are aware they are being observed.
There is a danger of the Hawthorne effect – people behave differently when being
observed.
84
85. Natural or contrived
Natural observation involves observing behaviour as it takes place in the
environment, for example, eating hamburgers in a fast food outlet.
In contrived observation, the respondents’ behavior is observed in an artificial
environment, for example, a food tasting session.
Personal
In personal observation, a researcher observes actual behaviour as it occurs. The
observer may or may not normally attempt to control or manipulate the
phenomenon being observed. The observer merely records what takes place.
Non-participant
The observer does not normally question or communicate with the people being
observed. He or she does not participate.
Participant
In participant observation, the researcher becomes, or is, part of the group that is
being investigated.
85
86. In this study, Convenience Sampling has been used because I knew that
the where the sample units are and in what numbers.
METHODOLOGY
The survey is based on interviewing grocery store consumers at various
Catchments areas in Lucknow were selected based on number of households
& income groups in the catchments. The data is collected using a random
sample of consumers. The data and information is collected from selected
catchments. Consumers who have significant knowledge of the topic were
identified and selected at random for questioning. As per Questionnaire,
interviews were conducted face to face on exit from grocery stores to
capture the attitude and experience of consumers who had just purchased
grocery items. The choice of face-to-face interview is to get high response
rate and reduce the response bias. Both Qualitative & Quantitative Data
analysis is done in order to get deeper insights into the consumer behavior
and store loyalty for local grocery stores.
A sample of 300 consumers in catchments making a total of
300 grocery shopping consumers from the one (1) selected catchments was
selected. The selected sample represents the population, where the actual
result lies within ± 5% of the observed result. It is logical that the larger the
size of the sample, the greater is the precision or reliability when research is
86
87. replicated. But constraints on time, manpower and costs have influenced
decisions on sample size in this study. The sample size represents the store
population.
This section contains links regarding the methodological issues in research.
It focuses primarily on providing help with the tools and techniques used in
the research process.
These tools and techniques differ from discipline to discipline. Researchers
also have specific biases. Some will prefer qualitative over quantitative
approaches of vice versa. Generally speaking, an
integrated approach is advisable. A study that contains only qualitative data
or solely quantitative data misses the rich texture of interpretation that an
integrated approach makes possible.
While this section may be organized in a way that suggests a defined
process, this is not the intention. It provides links to resources facilitating a
broad spectrum of social science research:
• Research ethics
• Secondary data sources
• Qualitative methods
• Quantitative methods
• Research methodology textbooks
• The Internet as a medium for research
87
89. How satisfied are you with your job and your organization?
Please take a few minutes to complete this survey. You are the person who
can give us fair guidance without any bias. Based on your personal
experience in this organization, please fill this form to help us building our
organization much better & professional. Share your views by putting a
mark in the boxes against each question. To maintain confidentiality.
1 Name
2. Age
3. Sex
4. Department
5. Designation
A – Strongly Agree B – Agree C – Disagree D –
Strongly Disagree
Sl.
No.
Particulars A B C D
1. There is a feeling of mutual trust in our organization.
2. Management takes sincere efforts to identify and utilize employee’s
full potential.
3. I receive prompt feedback to my queries from my Manager**.
4. I am encouraged to experiment and try out new / creative ideas.
5. I feel, I am paid fairly considering my qualification, experience, and
responsibilities.
6. There is good cooperation among all team members in my department.
7. I am happy to be part of this organization.
8. I feel free to express my opinions/problems to my Manager**.
9. I am paid fairly considering my dedications and performance on the job
given to me.
10. My Manager** take special care to appreciate any good work done or
contribution made by me.
11. My Performance Appraisal is normally against the responsibilities
assigned by my Manager**.
12. I have the freedom and authority to perform my responsibilities.
13. In the organization difference of opinions with Managers is taken
positively.
89
90. 14. Personnel and administration policies here facilitate employee
development.
15. Relevant information is freely accessible and readily shared by
management with all employees.
16. I feel, the amount of pay I receive for my job is at par with others doing
similar work in our industry.
17. We have good Training and Development infrastructure and facilities.
18. I am fully aware of what is expected from me and I am informed well
in advance.
19. My work gives me a feeling of personal accomplishment.
20. There is no favoritism/biases during performance appraisals.
21. My Manager** communicate my weaknesses and help me in
overcoming them.
22. I feel, the salary and benefits are adequate to meet my needs and those
of my family.
23. My Manager** guides me and prepare me for future responsibilities.
24. Management* shows genuine interest in the well being of all
employees and even support them during personal emergencies.
25. I would like to continue working in this orgnisation as the environment
is conducive and work is challenging.
26. Where I work, day-to-day decisions demonstrate that Quality is a top
priority.
27. I think I am capable of satisfying my internal / external customers
during my interaction with them?
28. External world (our customers/ other Company’s) have good
perception about our brand products?
Overall Satisfaction Level:
Considering all above questions, my overall
satisfaction level with ………… is?
Highly
Satisfied
Satisfied Dissatisfie
d
90
91. * Management here means Top Management.
** Manager here means your Immediate Boss .
• Improving working condition:-
____________________________________________________________
____________________________________________________________
__
• Anything else you would like to share :-
Thanks for your valuable inputs.
91
92. QUESTIONAIRE
(PLEASE ANSWER THE QUESTIONS SO THAT THOSE READING THE
QUESTIONNAIRE WILL BE PROVIDED A CLEAR AND COMPLETE
UNDERSTANDING OF SATISFACTION LEVEL IN ENPLOYEES)
NAME____________
DESIGNATION___________
AGE_________
DEPARTMENT__________
GENDER__________
Q1)Do you feel that our HR policies are well planned &
implemented or not?
IN-%
a)Well Planned
b)Not well planned
c)Well implemented
d)Not well implemented
e) Well planned & implemented
Q-2)What you think which source is best for recruitment
and selection in Emcure?
92
93. IN-%
a)Employee referrals
b)Third party method
c)Campus recruitment
d)Press advertisement
e)Promotion & Transfers
f)Job Portals i.e naukri.com
Q-3)How would you rate the Performance Appraisal
System of Emcure,on the following basis-
YES/NO
a)Open and Participative
b)Built an incentive
c)Periodically reviewed & updated
d)Easy to understand
93
94. Q-4)According to you the following criteria’s used
in the company for assessing the performances are
sufficient-
a)Attendance
b)General behaviour towards superior&subordinate
c)Interest in work
d)Job performance
e)Capacity to work
f)Potential
g)Overall impression
h)Any positive / negative traits
Team work
Initiative
Interpersonal relationships
YES
NO
Q-5) How do you find the present Training process of Emcure?
94
95. a) Poor
b) Average
c) Good
d) Satisfactory
e)Needs improvement
Q-6)What are your reasons for the dissatisfaction from
the training process of Emcure?
IN-%
a)Complex procedure
b)Lack of training techniques
c)Learning period
d)Negative reinforcement
e)Lack of quality trainers
f)Unorganised material
Q-7)According to you what factors are to be used for the
Work Force Planning,in the company?
IN-%
a)Type & strategy of organization
b)Organization growth cycle & planning
c)Type & quality of information
95
96. d)Nature of jobs being filled
e)Off-loading the work
Q-10)What components of remuneration are more
effective for the employees in order to decide the
Remuneration Policy?
FINANCIAL COMPONENTS- IN-%
a)Hourly & Monthly rated Wages/Salaries
b)Incentives
c)Fringe Benefits(P.F,Gratuity,E.SI, Mediclaim,etc.)
d)Prerequisites(Car,Paid holidays,house,club membership
etc.)
NON-FINANCIAL- IN-%
a) Job Context (Challenging job responsibilities,
recognition, growth prospects, job sharing etc.)
Q-12)What you think about the fringes provided are more
beneficial---(Answer in %)?
Reframe: How beneficial are the fringes provided by the Co.?
LEGALLY REQUIRED PAYMENTS:
a)Social Securities(old age,health,insurance
Retirement benefit etc.
b)Workers compensation
c)Unemployment compensation
96
97. CONTINGENT&DEFFERED BENEFITS:
a)Pension plans
b)Group Life Insurance
c)ESIS(Employee State Insurance
Scheme):sickness,dependent,maternity benefits etc.
d)GPA(Group Personal Accident Scheme)
e)Mediclaim
PAYMENT FOR TIME NOT WORKED:
a)Vacations
b)Holidays
c)Leave Benefits
OTHER BENEFITS:
a)Travel benefits
b)Company car & subsidies
c)Transfer benefits
d)Loan benefits
e)Employee Meal benefits
f)Child Care facilities
g)Stationary expenses
97
100. ANALYSIS
To fulfill the objective of the project, data collection was done on the
present questionnaires. The questionnaire was designed to explore
Employee behavior, present satisfaction level and factors affecting of the
employee. The analysis of the data collection done for the project.
After doing survey in my training period I have analyzed that employee are
happy and satisfy with the organization. They are doing their job well and
giving more time to the organization. They are happily with organization
environment.
Organization is providing of the employees all the benefits, they need like
incentives and fringe benefits, organization is also providing their good
feature .employee are getting per motion by their good work.
The selection procedure and recruitment procedure of the organization is
very good. They select the right position for the right job.
100
101. I have seen the recruitment procedure for the Gorakhpur Hyper. The
procedure was very good. the training and development procedure is also
very good. Organization follows the rule of hire not fire. The performance
appraisal is also good and provide incentives on the basis of the
performance.
The relation between employee and organization is very smellier. The
employee follow the rule and regulation of the organization. Organization
also helps the employees in solving their problem, and also motivates them.
Organization also helps the employee to devlop their personality.
101
102. BIBLIOGRAPHY
BOOKS & JOURNALS
• Cite.hr.
• Spencer’s Retail LTD.
• Googal.com
• Bloemer, J. and Ruyter, K (1998), “On the Relationship between
Store Image, Store Satisfaction and Store Loyalty”, European
Journal of Marketing, Vol. 32, No. 5/6, pp. 499-513.
• Kotler, P. (1997), Marketing Management: Analysis, Planning,
Implementation and Control, Englewood Cliffs, NJ.
• Tahng, D.C., and Tan, B.L.B. (2003), “Linking Consumer Perception
to Preference of Retail Stores: An Empirical Assessment of the Multi-
Attributes of Store Image”, Journal of Retailing and Consumer
Services, Vol. 10-4, pp. 193-200.
• Sivadas, E., and Baker-Prewitt, J.L (2000), “An Examination of
the relationship between service quality, customer satisfaction
102
