Ashwini

SUMMER INTERNSHIP PROJECT REPORT

Shoppers Stop

A Project Report Submitted In Partial Fulfillment of the Requirements
For The Award of the Degree of

POST GRADUATE DIPLOMA IN MANAGEMENT

TO

M.S.RAMAIAH INSTITUTE OF MANAGEMENT
BY
Bhabna

101217
PGDM (AIMA)
2010-2012

Under the guidance of
PROF. SWATI BASU GHOSE
M.S.RAMAIAH INSTITUTE OF
MANAGEMENT
NEW BEL ROAD, BANGALORE-560054

STUDENT‟S DECLARATION

MSRIM ,BANGALORE Page 1

Table of contents

PART 1- Organizational study
Summary of Indian Retail sector
Industry over view
The Indian retail industry
Growth in organized retail
List of retailers in India
SWOT analysis

CHAPTER II – COMPANY ANALYSIS

Introduction: shopper‟s stop
 Shopper‟s stop brands
 Private Label brands
 Partners of shopper‟s stop
 Gift vouchers
 Awards and recognitions
 Organizational hierarchy
 SWOT Analysis
CHAPTER III – DISCUSSION ON TRAINING
 Roles and responsibilities
 Discussion of work experience
 Contribution to the organization
CHAPTER IV – ANALYSIS OF TASK/RESEARCH
UNDERTAKEN

Need for the study
Objective of the study
Statement of research problem
Scope of study in shoppers stop


Research methodology
Data Analysis and Interpretations
Research Findings
Recommendations
Limitations
Conclusion and Bibliography


CHAPTER-1

INTRODUCTION
TO THE
INDUSTRY


Summary of Indian Retail Sector

 Industry overview
The Indian retail sector is at an inflexion point, with changing demographics driving growth
of organized retailing and driving growth in consumption. With changing demographic and
economic profile of the Indian population, we believe that India expected to experience
accelerated consumption over the next few years. Further, we believe that increase in
consumer spending would be driven by nuclearisation of families, increasing population of
working women and new job opportunities in emerging service sectors such as IT enabled
services. With declining interest rates an average Indian is not averse to taking loans.
Not only are the demographic factors becoming more favorable but also the growing media
penetration is leading to a convergence of aspirations of various classes of consumers. We
believe a larger number of households are adding to the consuming class with growth in
income levels. The number of households with income of over Rs. 45,000 per annum is
expected to grow from 58 million in 1999-2000 to 81 million by 2005-06 (source: the
marketing white book 2003-04,brought out by business world).of this,56%(44.8 million
households)is expected to concentrated in urban India. This large base of households with
growing disposable income is expected to drive demand for organized retail.
The changes in demographics are changing consumption pattern in the country. Central
statistical organization (CSO) estimated private final consumption of consumers in India at
about Rs.17,600 billion in FY04.of the total private consumption, retail sector accounted for
approximately 60% at Rs.8570(source: image retail).of this, food and beverages, apparel and
consumer durables are the top three categories of consumer spend and from 87% of the total
retail sales in India.


 The Indian retail industry
India has a large number of retail enterprises. With close to 12 million retail outlets in India
has one of the highest retail densities in the world. In terms of the structure, the industry is
fragmented and predominantly consists of independent, owner-managed shops. The retail
business include verity number of traditional retail formats such as ”kirana” stores which
stock basic household necessities (including food products),street markets-regular markets
held at fixed centers retailing food and general merchandise items, street vendors mobile
retailers essentially selling perishable food items – fruits, vegetables etc and small non
specialized retailers.

 Growth in organized retail
In sharp contrast to the global retail sector, retailing in India-though large in terms of size it is
highly fragmented and unorganized. With close to 12 million retail outlets India has the
largest retail density in the world (source: CII Mc Kinsey Report titled „Retailing in India the
emerging revolution‟)
However, most of these retail outlets belong to the unorganized sector. The inability of
unorganized sector to offer a wide range of products along with artificially inflated costs due
to various factors have presented opportunities for growth in the organizes retail sector
migration from ungrouped to organized retail has been visible with economic development in
most economies. The Indian retail industry is evolving in line with changing customer
aspirations across product groups, with modern products of retailing emerging. Organized
retail derives its advantages in generating operational efficiencies while simultaneously
catering to rising consumer aspirations. Size drives economics on procurement and lowers
logistics and marketing costs while delivering better value to customers in terms of lower
price, better quality, greater selection, improved service and in store ambience.


LIST OF RETAILERS IN INDIA

Here is a comprehensive list of retailers in India across various segments.

HYPER MARKETS: Hyper City, Big Bazaar, Spencer, Star India Bazaar, Shop Rite.

DEPARTMENT STORES: Shoppers Stop, Pantaloons, Lifestyle, Globus, Westside
and Central Mall.

CONVENIENCE STORES: Trumart , Nilgiries ,Food World , Subhiksha , Reliance
Fresh, Trinetra , Spencer‟s daily and Spinach.

SPECIALITY STORES: M.A.C, Titan, Tanishq, Bata.

SPECIALTY FORMATS: Concept living room style spa and tangent.

CONSUMER DURABLE CHAINS: Viveks, Tata Croma and Vijay Sales


SWOT Analysis of Retail Sector:

1Strenghts:

 Demographic favour.
 increase in number of people in earnercategory.
 Urbanization.
 Low labor cost of skilled ones
 Shopping convenience.
 Changing consumer habits and lifestyles.
 Plastic card revolution.
 Greater availability of quality retail space.

2 Weakness:

 Policy related issues:
i. lack of industry status for retail.
ii. numerous licence,permits and registration requirement.
iii. farmer and retailer unfriendly APMC act.
 Limited consumer insight:
i. lack of detailed region specific customer data.
ii. less data on spending pattern.
 inadequate human resources:
i. lack of trained personnel at all level.
ii. stringent employment and industry laws.
iii. fragment approach to human resources.
 Taxation hurdle:
i. inconsistent octori and entry tax structure.
ii. vat and multiple taxation issues.
iii. large grey market presence.
 Underdeveloped supply chain:
i. underdeveloped logistics infrastructure.
ii. absence of national cold chain networks.
iii. lack of national distribution networks and hubs.
 Lack of adequate utilities:
i. lack of basic infrastructure like power, transport and
communication creates difficulty in sustaining retail
operations across the large geographical spread of
country.


3.Opportunities:

 Potential for investment.
 Locational advantage.
 Sectors with high growth potential.
 Fastest growing formats.
 Rural retail.
 Wholesale trading.
 Falling real estate cost.
 E-retailing.
 Retail franchising.
4.Threats :

Political issues.
Social issues.
Inflation.
Nostalgia
Lack of differentiation among the malls that are coming.
Poor inventory turns and stock availability Measures.


Major players in various formats
HYPER MARKET Big Bazaar, Spencers, Vishal Retail, Magnet,
Star India Bazaar, Shop Rite.

DEPARTMENT STORES Shoppers‟ Stop, Pantaloons, Pyramid Mega
Store, Lifestyle, Globus, Westside. Central
Mall

. Trumart, Nilgiris, Food World, Subhishka,
CONVENIENCE STORES Tirtenthra, Spencers Daily. Spinach.

SPECIALITY STORES M.A.C, Titan, Bata, Tanishq,

SPECIALITY FORMATS Archies, Depot, Landmark, Crossword, Planet
M

FOOD RETAILERS McDonald‟s, Pizza Hut, Pizza Cornier,
BombayBlues, KFC, Dominos, Smokin Joes

FURNITURE RETAILING Concept, Living Room, Style Spa, Tangent

CONSUMER DURABLE CHAINS Viveks, Croma, Vijay Sales, Sumaria, And
SonyMony.


CHAPTER-2

INTRODUCTION TO

THE COMPANY


INTRODUCTION:

The foundation of Shopper‟s stop was laid on October 27, 1991 by the K. Raheja Corp.
Group of companies. Being amongst India‟s biggest hospitality and real estate players, the
group crossed yet another milestone with its lifestyle venture-Shopper‟s stop. From its
inception, shopper‟s stop has progressed from being a single brand shop to becoming a
fashion & lifestyle store for the family. Today, Shopper‟s Stop is a household name, known
for its superior quality products, services and above all, for providing a complete shopping
experience.

With an immense amount of expertise and credibility, Shopper‟s Stop has become the highest
benchmark for the Indian retail industry. In fact, the company‟s continuing expansion plans
aim to help shopper‟s stop meet the challenges of the retail industry in an even better manner
than it does today.

Shopper‟s stop is the only retailer from India to become a member of the prestigious
Intercontinental Group of Departmental Stores (IGDS). The IGDS consists of 30 experienced
retailers from all over the world, which include established stores like
Selfridges(England),Karstadt(Germany), ShanghaiNo.1(China),Manor(Switzerland),to name
a few.

With an unparalleled assortment of the leading international and national brands in clothing
for men, and kids; accessories, fragrances, cosmetics, footwear; home furnishing and décor
products, their aim is to provide shoppers a truly international shopping Destination.

Experienced professional management; supported by world-class systems and practices; and
a talented pool of associates with a shared passion for making every shopper visit a
memorable one, has helped Shoppers Stop to grow from single store in 1991 to the largest
chain of Department Stores in India today.

Their unending pursuit to benchmark themselves with the best in the world is testified by the
fact that Shoppers Stop is the only Indian member of the Intercontinental Group of


Departmental stores, which has the likes of Selfridges(U.K), Karstadt (Germany),
Marks&Spencers(U.K), Matahari (Indonesia),Myers Grace Bros.(Australia) and
Rustan‟s(Philippines) among its members.

BOARD OF DIRECTORS OF SHOPPER’S STOP

Mr. Chandru L. Raheja, 69, is the Chairman and Non-Executive
Director of our Company. He is a law graduate from Mumbai. Mr. Raheja has extensive
experience with the real estate, hospitality and retail industries across India.

Mr. Ravi C. Raheja, 38, is the Non-Executive Director of our
Company. He is a management graduate from London Business School. Designated as the
Group President at the K. Raheja Corp, Mr. Raheja has over 18 years industry experience
with special focus on the group‟s Real Estate & Retail arm.


Mr. Neel Raheja, 36, is the Non-Executive Director of our Company.
He is an alumnus of Harvard Business School, Masters in Commerce and Law Graduate from
Mumbai University and has over 15 years of experience in real estate development,
hospitality and retail.

Mr. B. S. Nagesh, 51, is the Vice Chairman and Non-Executive
Director of our Company. He holds a degree of Masters in Management Studies from the
Benares Hindu University. He has been with our Company since its inception in 1991.

Mr. Gulu L. Mirchandani, 67, is the Independent and Non-Executive
Director of our Company. He is an alumnus of BITS, Pilani and holds a degree in BE
(Mechanical). Mr. Mirchandani presently serves as the chairman and managing director of
Mirc Electronics Limited.


Mr. Shahzaad Dalal, 51, is the Independent and Non-Executive Director
of our Company. He is a Management Graduate from Northeast Louisiana

University (USA). He is the Vice Chairman of IL&FS Investment Managers Limited (IIML)
one of India‟s leading Private Equity Fund Managers. Mr. Dalal brings to our board 30 years
of financial markets and investment experience. While at IIML, Mr. Dalal has headed private
equity investments with an aggregate capitalization value in excess of $9.5 billion. Prior to
IIML, Mr. Dalal served as the Chief Executive Officer of IL&FS's Asset Management
Strategic Business Unit. Prior to that, Mr. Dalal was at the Industrial Credit and Investment
Corporation of India ("ICICI"). Mr. Dalal is a member of the India CEO Forum, which is
affiliated with the IMA (International Market Assessment Group).

Prof. Nitin J. Sanghavi, 61, is the Independent and Non-Executive
Director of our Company. He holds Bachelor‟s in Science from Saurashtra University,
Master‟s in Science and PhD in Retail Franchising from The University of Manchester. He is
a professor of Retail Marketing and Strategy, Manchester Business School, The University of
Manchester.


Mr. Deepak Ghaisas, 52, is the Independent and Non-Executive
Director of our Company. He is a qualified Chartered Accountant, Cost Accountant and
Company Secretary. He leads strategy development, visioning and conceptualization of
breakthrough business models for Gencoval Group, his new venture in Healthcare and Bio
Tech

Mr. Nirvik Singh, 46, is the Independent and Non-Executive Director of our
Company. He is a post graduate from St. Xavier‟s College, Kolkata. Mr. Singh brings to our
board his keen sense of marketing communications.

Mr. Govind Shrikhande, 49, is the Managing Director of our Company. He
is a graduate of Technology from Veermata Jijabai Technological Institute (VJTI), Mumbai,
and is a management graduate from Symbiosis Institute of Business Management, Pune. Mr.
Shrikhande has been with our Company for more than ten years and has played a key role in
our Company‟s growth from 7 stores in 2000 to 36 stores (including Home Stop) in the year
2010.


VISION OF THE SHOPPER’S STOP

-To be a global retailer in India and maintain its No.1 position in the Indian market in the
Department Store category.

We will not take what is not ours.
The obligation to dissent (against a viewpoint that is not acceptable).
We will have an environment conducive to openness.
We will believe in innovation.
We will have an environment conducive to development.
We will have the willingness to apologise and forgive.
We will respect our customers' rights.
We will create an environment of trust.
We shall be fair.
We will be socially responsible.

MISSION OF THE SHOPPER”S STOP
“We will provide the “Best” value in terms of product and services and adopt “Best” process
for stakeholders, without compromise.
There by matching global standards
There by matching global standards of performance

SERVICE VISION STATEMEN
“It’s magical; it’s comfortable it’s my store’
We will create an environment which is unique and enjoyable for the customer and
employee.We will ensure that each stakeholder feels a sense of involvement satisfaction and
commitment to the organization as if it were His/hers own.


VALUES OF SHOPPER’S STOP
We have established Shopper‟s Stop as a marketing phenomenon with our commitment to
customer satisfaction and our deep sense of ethics and values.

The following are the values that help us in achieving our mission and vision:
An environment conducive to openness, innovation, an environment conducive to
development, the willingness to apologies and/or forgive, respect for our customer's
rights, the value of trust and the value of fairness.

SHOPPER’S STOP BRANDS
We ensure that 85% of our merchandise is branded, so that we can offer customers quality
and price assurance. In fact, if a brand does not meet customer expectations, it is quickly
phased out. Only 4% of brands that apply to Shoppers' Stop are accepted.

Quite naturally, only the best of national and international brands grace the shelves at
Shoppers' Stop. Having said that, there are more than 150 brands from which to choose, all
under one roof. We are the leading retailer of all the brands we stock and the largest single
retailer for Levi's Strauss, Pepe, Lee, Arrow, Zodiac, Reebok, Nike, Parker, Ray-Ban,
Swatch, Chambor, Revlon, Lego and Mattel AND the launch pad for non-garment brands
like Walt Disney, Tencel and Elizabeth Arden.

The list of brands continues. Colour Plus, Wrangler, Pierre Cardin, Lakme, Park Avenue,
Benetton, Lee Cooper, Killer.Such is the preference for brands at Shoppers' Stop that various
brands are looking at developing exclusive lines for Shoppers' Stop.

PRIVATE LABEL BRANDS
Our recently launched range of private label brands - Life, Kashish, Karrot and STOP! in the
premium classic, value classic and value fashion segments have a private label team


comprising of designers recruited from India's premier fashion design institutes working
closely with the merchandising, buying and marketing teams.

PARTNERS
Launched as India's premier retail chain for branded apparel and accessories, Shoppers Stop
has systematically progressed from only branded apparel to private label garments to home
furnishings, and finally into books and music - all focused on our customers' lifestyle
requirements and aspirations.

By way of acquisitions and tie-ups, Shoppers Stop strives to find partners that share its vision
to provide the customers with the best of service. So, be it Food World to offer you the
culinary delight, Planet M with music for your ears, Ritazza to help you rejuvenate as you
surrender yourself to the store or Crossword for the hungry minds, Shoppers Stop makes sure
that you feel the experience while you shop.

GIFT VOUCHER
They say it's the thought that counts more than the gift. And yet, so much time is spent in
choosing the right gift. May we suggest a way to get it right without sparing a thought?
Presenting the Shoppers' Stop Gift Voucher. It‟s much more than just a gift.

It offers over 1,50,000 gift-wrapped alternatives. It's a selection from over 200 apparel and
accessory brands available in the country. It is this choice you gift when you choose to
present a Shoppers' Stop Gift Voucher.

It can be the finest way to say "Happy Diwali" to your employees or your business associates,
the perfect festive gift that you have always wanted to give. Make the Shoppers Stop gift
voucher your way of saying “Happy Diwali” this festive season.
Denominations: Rs 51/-, 101/-, 251/-, 501/-, 1001/-, 2001/- Companies can also have these
vouchers customized and personalized with the name and logo of their organizations as well.
Validity: SS Gift Voucher is valid for one year from date of issue across the cities of
Mumbai, Bangalore, Hyderabad, Jaipur, Delhi, Chennai, and Pune.


FIRST CITIZEN’S CLUB

You get Reward Points every time you shop, exclusive offers ever so often, and updates on
what you can look forward to at the store. Exclusive cash counters let you spend more time
shopping rather than waiting in a line. And you don't have to worry about parking any more.

In keeping with our ethos in provide the customers with the best of service and making sure
that you feel the experience while you shop, Shoppers Stop, Thane announces a partnership
with Barista - for the complete shopping experience. Located on the 3rd Floor of our
complex, the world of Barista Coffee is your getaway from the daily grind. Sit back, relax
and surrender to the simple pleasures of coffee.

As a company, Barista is passionate about coffee to the point of being almost fanatical, doing
almost everything they can to provide you with the finest coffee experience. At Barista, all
the coffees are made with top grade Arabica beans. They commission Brew Masters from
Italy to create their blends and use the best Italian machines to brew their coffees. They use
the espresso method to brew each cup, administering the delicate use of pressure to extract
the flavor and aromatic oils of each bean.

Barista is for the coffee lover seeking a complete experience that combines intelligent
positioning with the right product mix and carefully designed cafes. In other words, an
"experiential lifestyle brand".


MILESTONE OF THE COMAPNY
AWARDS AND RECOGNITIONS

Accomplishments
Shoppers stop in the only retailer from India to become a member of the prestigious
intercontinental group of departmental stores(IGDS).The IGDS consists of 30 experienced
retailers from all over the world, which include established stores like
Selfridges(England),Karstadt(Germany),Shanghai No-1 china, Manor (Switzerland),to name
a few.

Year 2010
1) Loyalty Summit Award:- Jan2010
Shopper‟s stop was declared as the winner for customer &brand loyalty in the “retail sector”
2) Images fashion forum:-Jan2010
“Most admired large format national fashion retailer-outstanding achievement in
consumer recognition and loyalty”-Shopper‟s stop
“Most admired fashion retail professional of the year-Mr.Govind Shrikhande
3) Partner awards:-
Gitanjali IFA most admired large format retailer of the year –Shopper‟s stop
Gini & Jonny IFA most admired large format retailer of the year-Shopper‟s
stop
Triumph maximum consumer reach-Shopper‟s stop

Year 2009
1) Images fashion forum:-Jan 2009
“Most admired fashion retail destination of the year”-Shopper‟s stop
2) Asia retail congress:-Feb 2009
“Retailer of the year-Fashion & Lifestyle”-Shopper‟s stop.
“Retailer of the year-leisure”-crossword.
3) Coca cola golden spoon award:-Mar 2009


“Most admired food retailer of the year ”&innovative retail concept”-Gourmet
CITY.
4) Network computing EDGE and PC quest enterprise award:-
“Automated replenishment software solution-Hyper city.
“Best distribution centre management system”-Shopper‟s stop
“B2C(E commerce)portal for shopper‟s stop”
5) Global C10 50:-Jan 2009
Mr.Arun Gupta included in global C10 50 by information week.(10 c10 from India
included in top 50 c10 in the world).
6) VMRD retail design award:-July 2009
“Best visual merchandising” (store launch category)-shoppers stop
7) C10 100:-sep 2009
Hyper CITY for implementation of DCMS with gatekeeper margin-awarded
to Mr.vaneeth purushatman.
Shopper‟s stop for drishti-awarded to Mr.Arun Gupta.
8) IRF 2009-Sep 2009
Most admired retailer of the year (customer relations)-Shopper‟s stop.
9) CMAI Awards:-Dec 2009
The advertising campaign of the year-retail: New logo launch campaign
The brand of the year-Women‟s Indian ethnic wear-STOP
The product innovator of the year:-IJEANSWEAR.
The retail professional of the year Mr.Govind Shrikhande.
Year 2008
1) Star retailer awards:-Nov 2008
“Department store of the year”-Shopper‟s stop.
“Debutant retailer of the year”-Gourmet CITY.
2) Most admired fashion retail destination of the year
“Most admired fashion retail destination of the year at the images fashion
forum in January 08.
3) Word retail congress awards-Apr 2008
“Emerging market retailer of the year 2008”-Shopper‟s stop LTD.
Mr.B.S.Nagesh has been included into the world retail hall of fame and is the
first Indian to be bestowed with this honor.

4) CMAI Apex awards-july2008
Brand of the year-ladies ethnic wear-STOP
Social award to Mr.Nagesh for being the first Indian retailer to be inducted
into the world retail hall of fame.
5) CIO awards 2008
IDG India CIO magazine has recognized shoppers stop and Hyper CITY as a
recipient of 2008 CIO 100 award.
Shopper‟s stop also own the storage award 2008
6) Images retail forum-September2008
“Most admired retailer-Customer relations management”-Shopper‟s stop

Year 2007
1. Retail Destination of the year
Received retail destination of the year at the images fashion forum in Jan 07
2. Images retail awards-Sep 2007
Most admired retailer-Technology application-Shopper‟s stop
Most admired retailer-retail design & visual merchandising-HypetCITY.
3. CMAI APEX awards-nov 2007
Received the following awards from the “clothing manufacturers association
of India”(CMAI) for the year 2006-07
Retail professional of the year-Mr.B.S.Nagesh
4. Star retailer awards-Dec 2007
Star retailer awards-Dec 2007
“Department stores of the year”-Shopper‟s stop.
Value retailer of the year-Hyper CITY

Year-2006
1. Retailer of the year


“Retailer of the year” at the images India retail forum in September, 06.
2. Certificate of merit
“Certificate of merit” from the council for fair business practicers (CFBP) for
our contribution to the promotion of the code of conduct laid down by CFBP.
3. Best annual report and accounts for 2006
“Best annual report and accounts for 2006” by the institute of chartered
accounts of India for the accounting practices adopted by shopper stop.
4. Amity corporate excellence award
“Amity corporate excellence award” by the amity international business
school
5. Baby kangaroo program.
“Baby kangaroo program” recognized as one of the top innovative HR
practices by Delhi management association with Erehwon innovation
consulting in Nov, 06.
6. Intrepreniurship awards
“Intrepreniurship Award” to Mr.Nagesh in the Enterprise seions award
organized by DNA money in Nov, 06.
7. Visionary award
“Visionary award” to Mr.Nagesh by ICFAI in Nov, 06.
8. Chain store of the year
“Chain store of the year” at the CMAI APEX awards in Dec, 06.
9. Advertising campaign of the year
“Advertising campaign of the year” at the CMAI APEX awards in Dec, 06.
10. Retail professional of the year
“Retail professional of the year” to Mr.B.S.Nagesh at the CMAI Apex awards
in Dec, 06.
11. Intelligent enterprise awards
“Intelligent enterprise awards” for IT at the technology senate for the SSL
Group companies in Dec, 06.

Year-2005
1. CEO of the year


“CEO of the year” awarded to MR.B.S Nagesh in the 4th “Indira awards for
marketing excellence” presented by the Indira Group of institutes in
jan,05.The awards were judged by an independent jury which comprised of
business leaders.CEO‟s and experts in the field of advertising &Marketing.
2. Most admired shopping destination of the year.
“Most admired shopping destination of the year “award by images fashion
forum, in Jan, 05.
3. India‟s Greatest Brand Builders
“India‟s greatest brand builders “award to Mr.B.S.Nagesh (customer care
associate.MD&CEO) by bhartiya vidyapeeth institute for management studies
and research in Feb, 05.
4. Retail professional of the year.
“Retail professional of the year” awards to Mr.B.S.Nagesh (customer care
associate, MD&CEO) in the ICICI Retail excellence awards, in Feb, 05.
5. Loyalty program of the year
“Loyalty program of the year “at the ICICI retail excellence awards in feb, 05.

6. Amity Global Corporate Excellence award
“Amity Global Corporation Excellence award “at the 7th international business
horizon in bush 2005 by the centre of international business, Amity business
school, Noida in feb, 05.
7. Retail destination of the year
“Retail Destination of the year “at the India retail forum in sep, 05.
8. Amity Global Corporate Excellence Award
“Amity Global Corporate excellence award “at the 7th international business
horizon inbush, 2005 by the centre of international business. Amity business
school, Noida in Feb, 05.
9. Retailer of the year.
“Retailer of the year” at the India retail summit in Nov, 05.
“Retail professional of the year” at the India retail summit in Nov, 05.
11. Advertising campaign of the year.


“Advertising compaign of the year” in the CMAI APEX awards in Dec, 05.
“Retail professional of the year” in the CMAI APEX awards, in Dec05

Year-2004
1. Most favored retail destination of the year
Images retail award for the
“Most fevoured retail destination of the year”sep,04
2. Teachers achievement award
“Teachers achievement award” to Mr.B.S.Nagesh (customer care
associate, MD &CEO) for excellence in the field of business-Nov,
2004.

3. One of the top three retail organizations in India
Retail Asia publishing and euromonitor international award for
being ranked “one of the top three retail organizations in India”-oct
2004
4. Organization with innovative HR practices
“Organization with innovative HR practices” award at the HR
excellence award organized by mid-day, big break & Daks-Nov04
5. HR professional of the year
“HR professional of the year” awarded to Mr. Vijay kashyap (vice president-HR) at
the HR excellence awards organized by mid-day, big break &Dask-Nov04

Year-2003
1. IT user award for best IT practices in retail category
Shopper‟s stop was awarded the
IT user award for best IT practices in retail category” for year03-04
2. CMAI bestowed upon shopper‟s stop, industry honors:


CEO of the year-Retail Mr.B.S.Nagesh (2003-04) retailer of the
year (03-04) retail outlet of the year-Delhi (2003) & Hyderabad
(2004).
3. Best IT user
In 2003 NASSCOM conferred upon shopper‟s stop the award for
the “Best IT user” in the retail vertical
4. Lycro images fashion award
Lycro images fashion award to shopper‟s stop for “Best Retail
chain of the year” and Mr.B.S.Nagesh for retail professional of the
year” in feb

Year-2002
1. CMAI award 2001-2002
Shopper‟s stop swept a majority of awards at the CMAI awards
2001-2002.The awards won include.
2. “CEO of the year”
3. “Retailer of the year”

Year-2001
1. Annual award for excellence as top CEO for 2001
Mr.B.S.Nagesh won the “Annual award for excellence as top CEO
for 2001” at the institute of marketing management.

Year-2000
1. The most admired apparel retailer of the year 2000
Shopper‟s stop won “The most admired apparel retailer of the year
2000” award at the images fashion awards
2. Enterprenur of the year 2000
Mr.B.S.Nagesh was nominated for the Ernst & young.
“Entrepreneurs of the year 2000”award


SHOPPER’S STOP PROFILE

An Indian retail sector major Shoppers Stop Limited (SS) opened its door in the year 1991,
the foundation was made by K Raheja Corp and it was incorporated on 16th June 1997 as a
private limited company. It started operations with the first store in suburban Mumbai and is
now a multi-channel retailer with 24 large format department stores and online presence.
From its inception, Shopper's Stop has progressed from being a single brand shop to
becoming a Fashion & Lifestyle store for the family. Today, Shopper's Stop is a household
name, known for its superior quality products, services and above all, for providing a
complete shopping experience. It provides retail range of branded and own label apparel,
footwear, perfumes, cosmetics, jewellery, leather products and accessories, home products,
books, music and toys, operates in the cities of Mumbai, Delhi, Kolkata, Chennai, Bangalore,
Hyderabad, Pune, Jaipur and Gurgaon. The first store was opened in the year 1991 at
Andheri, a suburb in Mumbai, only with Menswear and the Ladies wear was introduced in
the year 1992. After a year, the company added Children & non apparels to its list in 1993.
Loyalty Program titled First Citizen was launched by SS in the year 1994 and in 1995; the
company had opened the second store in Bangalore. The status of the company was changed
to deemed public limited company in December of the same incorporation year 1997. SS had
opened its third store in Hyderabad during the year 1998 and implemented JDA Retail ERP
(a global leader in retail ERP packages) in the year 1999. Also during the same year of 1999,
the company's fourth & fifth stores in Jaipur & Delhi were opened. During the year 2000, the
company opened its sixth & seventh store at Chennai & Chembur, Mumbai and also in the
same year 2000, SS had acquired Crossword, India's leading retail book chain. The eight &
ninth store in Pune & Bandra and tenth store in Kandivli, Mumbai were opened by the
company in 2001 and 2002 respectively. SS's status was further converted to a full-fledged
public limited company on 6th October 2003. The eleventh, twelfth & thirteenth store in
Mulund (Mumbai), Gurgaon and Kolkata were unlocked by the company in the 2003 itself.
During the year 2004, SS had opened its fourteen, fifteen & sixteenth store in Malad -
Mumbai, Kolkata & Bangalore. In 2005, SS had opened its seventeen, eighteen, nineteen &
twentieth store in Pune, Juhu - Mumbai, Bangalore & Ghaziabad. Also in the same year of

2005, the company had launched M.A.C & Homestop, a home store. Mothercare in India and
F & B outlets Brio & Desi Cafe were launched by the company during the period of 2006. SS
made its release of twenty first (Mumbai) and twenty second store in Lucknow in the
identical year of 2006 and also acquired 45% of Time zone India. The Company had opened
its 22nd Store at Noida in May 2007. During the same year 2007, the company had signed
Joint Venture (JV) (50:50) with the Nuance Group for Airport Retailing and also inked the
Memorandum of Understanding (MoU) with the Home Retail Group of UK to enter into a
franchise arrangement for the Argos formats of catalogue & internet retailing. In March 2008,
SS kicks its operation Kolkata, aggregating the 24 shops. The Company honored with
Emerging Market Retailer of the Year 2008 in April of the year 2008. In same April of the
same year 2008, SS had unveiled its new logo and introduced the new expression of the
brand. SS bagged Department Store of the Year award in November of the year 2008 for its
reputation in the industry.
Shopper‟s Stop Ltd. (Shoppers Stop) is engaged in operating departmental stores. The
company offers branded and private label, products including apparel, footwear, perfumes,
cosmetics, jewellery, leather products, accessories, home products, books, music and toys.
Shopper‟s Stop offers these products through various store formats including Shoppers Stop,
HomeStop, Crossword, Mothercare, HyperCITY, GourmetClTY, Nuance and Timezone. The
company operates about 27 Shoppers Stop stores, 22 Mothercare stores, 51 Crossword stores
and four HomeStop stores. The company operates principally in India and is headquartered in
Mumbai, India

GROWTH AND PRESENT STATUS OF SHOPPERS STOP IN
THE INDUSTRY;

The large format store Shoppers Stop‟s feels same-store sales in the current fiscal year will
grow between 8 to 9 per cent. Last year, the retail chain owned by the K Raheja Group,
registered same-store sales growth of 17 per cent. Same-store sales are a statistic used in
retail industry analysis. It compares sales of stores that have been open for a year or more.
This statistic allows investors to determine what portion of new sales has come from sales

growth and what portion from the opening of new stores. This analysis is important because,
although new stores are good, a saturation point -- where future sales growth is determined by
same store sales growth -- eventually occurs.

Shoppers Stop plans to open eight to nine stores at an investment of Rs 75 to Rs 80 crores
and expects to open three to four Hypercity stores at an investment of Rs 25 crores in the
current fiscal. It is also looking at raisingprices of private labels by 10 to 12 per cent from
July 1 due to pressure from rising raw material costs.

FUTURE OF SHOPPERS STOP IN THE INDUSTRY

Shoppers‟ Stop aims to position itself as a global retailer. The company intends to bring the
world‟s best retail technology, retail practices and sales to India. Currently, they are adding 4
to 5 new stores every year


ORGANISATIONAL HIERARCHY OF SHOPPERS STOP
LIMITED;

UNIT HEAD

ROM

DM HR HEAD RBI HEAD TRAINEES

CCA

ADMIN HEAD

MAINTENANCE
HEAD
HEAD

VM HEAD

MARKETING HEAD

CASH HEAD

SECURITY HEAD


Designations:

1. Unit Head: Topmost authority in the unit responsible for the entire store activities,
decision-making, etc. Reports to different heads like B&M, Operations, etc. at SO.

2. ROM: Retail Operations Manager--- He/She reports to the unit head and responsible
for entire store activities, decision making, etc. Act as an active unit head in the
absence of the unit head.

3. DM: Department Manager--- He/She reports to the ROM and responsible for the
departments allocated to him/her.

4. MT: Management Trainee--- He/She reports to the ROM and responsible for the

5. RMT: Retail Management Trainee--- He/She reports to the ROM and responsible for
the departments allocated to him/her.

6. RST: Retail Sales Trainee--- He/She reports to the ROM and responsible for the

7. HR Head: Human Resource Head--- Reports to the unit head and responsible for
staff recruitment, selection, interviews, training, induction, salary related issue,
compensation, satisfaction, etc.

8. Admin Head: Administration Head--- Reports to the unit head and responsible for
availability of stationary, arrangement for various facilities, etc.

9. Maintenance Head--- Reports to the unit head and responsible for the technicalities
in the store like lightings, wiring, electricity, AC, construction issues, etc.

10. VM Head: Visual Merchandising Head--- Reports to the unit head and responsible
for displaying the stocks on mannequins, thematic displays during festive seasons,
floor presentation, making signages, maintaining the plannogram, etc.

11. Marketing Head: Reports to the unit head and responsible for getting institutional
business for the store, bulk orders, getting corporate orders, etc.

12. Unit Co-ordinator: Reports to the unit head and responsible for updating the
statistics in infozone relating to sales, stocks, pics, variances, etc.

13. EDP Head: Electronic Data Processing Head--- Reports to the unit head and
responsible for the maintenance and working of the server, POS machines, freezing,
acceptance, etc.


14. Cash Head: Reports to the unit head and responsible for all the monetary transaction
in the store.

15. Back End Cash: Reports to the cash head and responsible for the monetary transaction
in the store.

16. Security Head: Reports to the unit head and responsible for the guards employed,
their training, pilferage, night permit arrangements, etc. In all security of the stocks in
the store, coming in and going out of the store, regular check of people moving in and
out of the store, making gate passes, etc.

17. Housekeeping Head: Reports to the unit head and responsible for maintaining the
cleanliness of the floor, and places like canteen, loo, and miscellaneous works.

18. RBI: Receiving Bay Incharge--- Reports to the ROM and responsible for the entire
movement of stocks in and out of the system, raises inter branch transfers, etc.

19. CCA: Customer Care Associate--- Reports to the DM and responsible for section
maintenance, stacking, merchandise arrangement, attending customers, sales
presentation, sales, stock take, global count, etc.

20. Merchandiser: Reports to the Category manager and responsible for raising purchase
orders, arranging stock of the right mix and quantity, solving vendor related issues,
maintaining vendor relation and negotiations, etc.

21. Vendor: One who supplies merchandise to us. Every vendor has a brand code and a
vendor code which helps to distinguish them from each other.


Cash flow of the company
Statement of Cash Flows for the year ended 31 March, 2010 Shopper's Stop.Com (India) Ltd.

(All amounts in Indian Rupees)

March10 march09


Cash flows from operating activities

Net Loss before tax (32,141) (28793)
Operating Loss before working capital changes.(32,141) (28793)
Decrease in Loans and Advances 23,737 32478
Increase/(Decrease) in current liabilities32,584,761
and provisions
Cash generated from operations (5,146) (1,076)
Net cash from operating activities ( 5,146) (1,076)
Cash flow from investing activities _ _
Cash flows from financing activities _ _
Net decrease in cash and cash equivalents ( 5,146) (1,076)
Cash and cash equivalents as at beginning of 7,328 8,404
the year
Cash and cash equivalents as at the end of 2,182 7,328
the year
5,146 1,076


SWOT Analysis:

STRENGTHS
Shoppers Stop‟s focus on a single format had led to better operational metrics
and different formatssimultaneously. Each new format, however, was being
planned and executed as a separate strategicbusiness unit (SBU) within the
group. Shoppers Stop was a conservative retailer, wary of the risks of inventory
pile-up (which would increasecosts) and low inventory turns (which would
reduce cash flow). The risk aversion stemmed from itsgrounding as an apparel
retailer that purchased goods largely on an as-needed, consignment basis.
Shoppers Stop‟s strong back-end systems provided real-time information to
managers and had helpedthem to achieve operating metrics often considered the
benchmarks for Indian retail The company had adopted a customer-centric
marketing campaign as opposed to the conventionalproduct-based campaign .
Together with promotions that coincided with the seasonalfashions, the
advertisements had helped to drive footfalls at a compounded annual rate of 16
percentand to maintain the conversion rate at about 27 percent. Shoppers Stop


had one of the most successful loyalty programs among Indian retailers. First
Citizen,which was introduced in 1994, had enrolled 630,000 members by March
2006. Membership had beengrowing by 10 to 15 % every year. The amount
spent by the First Citizen card member‟s wasapproximately twice the amount
spent by other customers. The loyalty program provided the companywith the
competitive edge of a solid customer base and business certainty

They believe that they are well positioned to capture the growth opportunities in
India‟s apparel manufacturing and retail Sectors, because of our following key
strengths:

• Wide network of Exclusive Brand Outlets.
• Integrated player with low-cost sourcing capabilities.
• Unique brand positioning.
• Design and merchandising expertise, with a pulse on fashion.
• Experienced and efficient management.
• Wide apparel range.
• I.T Infrastructure.
• Ability to deliver quality service to the customers.
• Affordable price with new fashion.

WEAKNESSES


The majority Shoppers Stop offerings were standardized and the scope for
customization was limited. Young customers preferred the three competitor‟s
brands: Lifestyle, Pantaloon and Central

• Not a well-known name in the consumer segment (low brand identity).
• Less experience in many consumer segments.
• High dependency on franchisee for sales of the products.
• KRIL's manufacturing units are located in &aroundGurgaon& Haryana
only i.e. North India only.

OPPORTUNITIES;

The company‟s strategic goals and the necessity to connect with younger
consumers. At more basic level, four factors were driving the retail revolution in
India: changing demographics, an upward migration of income, easy
availability of credit and government impetuses. A demographic dividend is a
rare social phenomenon which led to opportunities for economic growthbecause
of a confluence of factors, such as decline in the birth rate, increase in the
number of workingadults and a decrease in the dependent population

• The growing retail market in India.


• They can enter into new market segment like Sports goods and apparels.

• Expanding into new geographies - KRIL has recently entered the south
Indian market in 2007.

• KRIL intends to target young customers (between the ages 18-35 years)
for their brands.

THREATS
Threats This Perception seemed to harmonize with the characteristics of
its core customer group, adults aged25 to 45. But the study also showed
disengagement with younger customers. Pantaloon and Central, which
described asfashionable,trendy,flashy,modern,sporty and lively. Any
attempt on the part of Shoppers Stop to connect with younger consumers
would neither detractfrom Shoppers Stop‟s business focus, dilute its
brand identity nor alienate existing customers
A major driver for retail revolution was the Indian government‟s decision in
February 2006 to allow 51% ownership by a foreign enterprise in a local retail
venture of a single brand.Indian Woman, who preferred the cloths, cut and
finish of their clothing to be offering an array of fabric designs and patterns and
an army of tailors who created to individual tastes. The difficulty of abuilding a
strong retail business in women‟s clothing was the single largest bottleneck in
thedevelopment of clothing superstores and of department stores in general
because women were oftenthe main buyers of all clothing, including men‟s
clothing and accessories

 Entrance of new garment companies with low priced and high quality
products.


 High level of competition in market


CHAPTER 3

DISCUSSION ON TRAINING


3.1 ROLES AND RESPONSIBILITIES

I had the responsibility to check the inventory. I have analyzed the company‟s
position using cash flow of last two years.To convince the existing and new
customers and make them aware of the new sales and offers of the company.
Survey of Markets & Analysis in terms of demand & supply, pricing and
looking after the operations of company‟s Depot& Market
Activities.Responsible for manual & Computerized Accounting of the daily
purchases.

3.2 DESCRIPTION OF TASKS HANDLED

I have learnt about inventory management during internship. During the first
two weeks I have worked in inventory.

During the subsequent two weeks I have interacted with MARKETING
DEPARTMENT of the company and I have gathered the information regarding
their promotional strategy of different department i.e radio, tv channel, media
school, their shows of production house. Also collected information about
distribution channel, sales force and measurement metrics of the company.

During the subsequent two weeks I have interacted with
ACCOUNTS/FINANCE DEPARTMENT of shoppers stop .and I have gathered
the Accounting Statements of company and during this time I have guided by
Mr. Sujoy ( Finance/Accounts head) .
During the last two weeks & so I have analyzed the Financial Statements with
the help of cash flow with the guidance of my External Guide. And I have
interpreted my analysis. I have also done a study about the cash flow of the
company.


3.3 CONTRIBUTION TO THE ORGANIZATION

Because of the study, Organization came to know about their Short Term
Financial Strength which is of great importance for Companies. Because the
success of the company is mostly depends upon the smooth management of
Short Term Finance.


CHAPTER 4

Analysis The Task
Research Undertaken


4.1Research Design
Research is common parlance to refer to a search for knowledge. We can also
define research as “Scientific ad systematic search for pertinent information on
a specific topic” Research is careful investigation or inquiries for new facts in
any branch of knowledge. Researches are basically systematic inquiry with
customer‟s critical examination with objectives to search new facts or interpret
know facts in new light.

4.1Objective of Research:-
The main objective of study is to analyses the company cash flow
and do an analyses and study the cash position of the company
To study marketing strategy of shoppers` stop
To study of effectiveness of sales promotion in shoppers` stop
To study the customer satisfaction in shoppers` stop

4.2Statement of problem:
To analyze the cash position of the company
To perform cash flow.

4.2Methodology of the Study:
The data of SHOPPERS STOP and for year (2007-2008 to 2009-2010)used in
the study has been taken from secondary sources for e.g. published annual
reports of the company. Editing classification of the financial data which are
collected from the above mentioned sources, have been done as per the
requirement of the study. For assessing the performance of the company, in this
study the technique of cash flow have been used.

4.2Research Design: - Analytical.

4.2Primary Source of Data:
Personal interaction with customer
Structured questionnaire


4.2 Secondary Source of Data:
Websites of shoppers stop
www.shoppersstop.com
www.corporate.shoppersstop.com
www.scribd.com

other retail related websites

4.2SCOPE OF STUDY IN SHOPPERS STOP
 For cash flow, Researcher got only four years data (2007-2008to2009-10)
trough company‟s annual reports.
 Service involves the actions performed in the organization to keep the customer
satisfied and delighted.
 Study includes to know the customer needs and aspirations and to fulfill those
aspirations.
 Every business depends upon the customer base. So, there is a need to satisfy our
customers at any cost, because not satisfying a customer might lead to loss of the
customer permanently.
 The impression that the organization leave on the heart and mind of the customers are
very strong. They are really like interface between customer and organization itself.
 So, a better and efficient management can only act as guiding principle in running an
organization.

CASH FLOW:The Cash flow statement is being prepared on the basis of an extracted
information of historical records of the enterprise. Cash flow statements can be
prepared for a year, for quarterly and even monthly. The cash included means not only
cash in hand but also cash at bank.
Motives of Preparing the Cash Flow Statement:
To identify the causes for the cash balance changes between two different time
periods, with the help of corresponding two different balance sheets.
To enlist the factors of influence on the reduction of cash balance as well as to
indicate the reasons though the profit is earned the year and vice versa.


Utility of Cash Flow Statement :
To identify the reasons for the reduction or increase in the cash balances,
irrespective of the level of the profits by the firm.
It helps the management to maintain an appropriate level of cash
resources.
It guides the management to take futuristic decision on the prospective
demands and supply of cash resources through projected cash flows.
How much cash resources are required.
How much cash requirements could be internally settled.
How much cash resources are to be raised through external sources.
Which type of instruments are going to be floated for raising the required
resources.
It helps the management to understand its capacity at the moment of
borrowing for any future capital budgeting decisions.
It paves way for scientific cash management for the firm through
maintenance of an appropriate cash levels i.e. optimum level of cash
resources.
It helps to prevent holding of excessive or excessive or inadequate cash
resources through proper planning.
It moots control through identification of variations occurred in the cash
expenses and expenditures.


Steps in the preparation of cash flow statement :

Prepare non- accounting to identity the cash flow

Cash inflows Cash outflows

Sales of assets or investments, rising Purchase of assets or investments,
Of financial resources redemption of financial resources

Balancing figure


Preparation Of Adjusted Profit &Loss Account:

Adjusted Profit &Loss Account

Net profit method

Accounting profit to be adjusted

To find out the cash profit/loss

Addition of non-cash and non-
Operating expenses

Deduction of non-cash and
Non-operating incomes

Cash from operations or cash lost in operations


Alternate Method:
Net Profit
(+)
Decrease in current assets and
Increase in current liabilities
(-)
Increase in current assets and
Decrease in current liabilities

Sales method

Cash Sales

Deduct Cash purchases and Cash Operating Expenses

Cash from operations or cash lost in operations

Comparison Of Current Items to determine the inflow of cash or
outflow of cash;

Increase in current assets outflow of cash
Decreasein current assets Inflow of cash
Decrease in current liabilities outflow of cash
Increase in current liabilities Inflow of cash


Cash Flow Statement: Complementing the balance sheet and income statement,

the cash flow statement (CFS), a mandatory part of a company's financial reports since 1987,
records the amounts of cash and cash equivalents entering and leaving a company. The CFS
allows investors to understand how a company's operations are running, where its money is
coming from, and how it is being spent. Here you will learn how the CFS is structured and
how to use it as part of your analysis of a company.

The Structure of the CFS :
The cash flow statement is distinct from the income statement and balance sheet because it
does not include the amount of future incoming and outgoing cash that has been recorded on
credit. Therefore, cash is not the same as net income, which, on the income statement and
balance sheet, includes cash sales and sales made on credit

Cash flow is determined by looking at three components by which cash enters and leaves a
company: coreoperations,investingandfinancing,

Operations
Measuring the cash inflows and outflows caused by core business operations, the operations
component of cash flow reflects how much cash is generated from a company's products or
services. Generally, changes made in cash, accountsreceivable, depreciation, inventory and
accounts payable are reflected in cash from operations.

Cash flow is calculated by making certain adjustments to net income by adding or subtracting
differences in revenue, expenses and credit transactions (appearing on the balance sheet and
income statement) resulting from transactions that occur from one period to the next. These
adjustments are made because non-cash items are calculated into net income (income
statement) and total assets and liabilities (balance sheet). So, because not all transactions
involve actual cash items, many items have to bere-evaluated when calculating cash flow
from operations.


For example, depreciation is not really a cash expense; it is an amount that is deducted from
the total value of an asset that has previously been accounted for. That is why it is added back
into net sales for calculating cash flow. The only time income from an asset is accounted for
in CFS calculations is when the asset is sold.

Changes in accounts receivable on the balance sheet from one accounting period to the next
must also be reflected in cash flow. If accounts receivable decreases, this implies that more
cash has entered the company from customers paying off their credit accounts - the amount
by which AR has decreased is then added to net sales. If accounts receivable increase from
one accounting period to the next, the amount of the increase must be deducted from net sales
because, although the amounts represented in AR are revenue, they are not cash.
An increase in inventory, on the other hand, signals that a company has spent more money to
purchase more raw materials. If the inventory was paid with cash, the increase in the value of
inventory is deducted from net sales. A decrease in inventory would be added to net sales. If
inventory was purchased on credit, an increase in accounts payable would occur on the
balance sheet, and the amount of the increase from one year to the other would be added
to net sales.

The same logic holds true for taxes payable, salaries payable and prepaid insurance. If
something has been paid off, then the difference in the value owed from one year to the next
has to be subtracted from net income. If there is an amount that is still owed, then any
differences will have to be added to net earnings.

Investing :
Changes in equipment, assets or investments relate to cash from investing. Usually cash
changes from investing are a "cash out" item, because cash is used to buy new equipment,
buildings or short-term assets such as marketable securities. However, when a company
divests of an asset, the transaction is considered "cash in" for calculating cash from
investing.

Financing :
Changes in debt, loans or dividends are accounted for in cash from financing. Changes in
cash from financing are "cash in" when capital is raised, and they're "cash out" when


dividends are paid. Thus, if a company issues a bond to the public, the company receives cash
financing; however, when interest is paid to bondholders, the company is reducing its cash.

Tying the CFS with the Balance Sheet and Income Statement :
The cash flow statement is derived from the income statement and the balance sheet. Net
earnings from the income statement is the figure from which the information on the CFS is
deduced. As for the balance sheet, the net cash flow in the CFS from one year to the next
should equal the increase or decrease of cash between the two consecutive balance sheets that
apply to the period that the cash flow statement covers. (For example, if you are calculating a
cash flow for the year 2010, the balance sheets from the years 2009 and 2010 should be
used.)

Conclusion
A company can use a cash flow statement to predict future cash flow, which helps with
matters in budgeting. For investors, the cash flow reflects a company's financial health:
basically, the more cash available for business operations, the better. However, this is not a
hard and fast rule. Sometimes a negative cash flow results from a company's growth strategy
in the form of expanding its operations.

By adjusting earnings, revenues, assets and liabilities, the investor can get a very clear picture
of what some people consider the most important aspect of a company: how much cash it
generates and, particularly, how much of that cash stems from core operations.


SUMMARY OF FINDINGS
 35% of people look for offers, 20% for quality and18% for price, 15% for brand and
for 12% matters the place of during the purchasing.
 30% customer likes offers, 22%affordability and 20% preferred price, 18% looks for
quality and remaining10% want design in Shopper‟s stop products.
 About 10% of customers visit once in a week,47% of customers visit once in a
month,25% customers visit once in a quarter and only 18% of customers once in six
months or more to buy products in shoppers stop.
 About 91% of the customers are purchased products from shoppers stop in the past
and 6% of customers didn‟t buy any product from shoppers stop.

 87% of customers find their merchandise which they are looking for and 13% of the
customers didn‟t find out what they are in need of.

 Of the total customers only 56% are first citizenship card holders or shoppers stop
members, remaining 46% are not members of shoppers stop.

 Majority of the customers give first preference to quality which is followed by verity,
offers, brand and price.

 About 52% are satisfied with first citizenship card and rest 48% are not satisfied with it.
 About 90% are satisfied with availability of brands and rest 10% are not satisfied.
 About 94% are satisfied with the ambience of the store and rest 6% are not satisfied.
 About 65% are satisfied with cashiering department and rest 35% are not satisfied.
 About 76% are satisfied with trail rooms in the store and rest 24% are not satisfied.
 About 41% are satisfied with the alteration facility in the store and rest 59% are not
satisfied.

 About 97% are satisfied with hygienic and cleanliness of the floor and only 3% are not
satisfied.
 About 74% are satisfied with the background music played in the store and rest 26% are
not satisfied.
 About 92% are satisfied with the availability of brands in the Men‟s Department and rest
8% are not satisfied.


 About 60% are satisfied with the availability of brands in Ladies wear and rest 40% are
not satisfied.
 About 27% are satisfied with the availability of brands and products in Kids Department
and rest 73% are not satisfied.
 About 59% are satisfied with the availability of brands and products in Accessories
Department.
 About 45% of customer say their satisfaction level with Shopper‟s stop
product is good, 25% better, 10% excellent, 6%bad, 12% can‟t say.
 About 89% of the customers are satisfied with Shopper‟s stop billing process and rest
11% are not satisfied.
 About 82% of the customers are satisfied with the store layout and rest 18% finds that
accessibility of the store is difficult and are not satisfied.
 About 88% of the customers are satisfied with the employees, where as 10% of customers
experienced in the other way.
 About 74% of customers are satisfied with the parking facility , where as 26%
experienced the other way.

 About 15% of customers experienced that shopping in shoppers stop is
excellent, 59% as good, 15% as average and 11% experienced it as poor.

 About 97% said that they will recommend others to visit shoppers stop, where
as 3% said that they don‟t recommend.

RECOMMENDATIONS:

1. Companies should focus more on advertising and promotional activities to make their
brand occupy a special and distinctive place in the minds of the customers.

2. Shoppers stop need to improve so that it can accommodate more kids products and
also provide space for children coming with their parents to play and have fun so that
for them visiting shoppers stop becomes exciting.

3. More computers should be included and number of billing counters should be
increased especially during festive season and sales, so as to speed up the process of
billing and avoids queues.


4. Majority of customers are not satisfied with shoppers stop first citizen ship card.
Therefore it can be recommended that the management should change the present
plan of first citizenship scheme and also should go for advertisement or promotional
activity so as to bring awareness to all the customers of First Citizen ship card.
5. Since the customers prefer high quality, variety and offers as their most important
reasons to opt a particular brand, the companies should focus on these factors.

6. Company should give more concentration on new fashion and youngster‟s
expectation.

7. Staff should be trained properly to assist people and to make them understand the
benefits the first citizen membership, it will strengthen not only satisfaction level of
customer but also customer loyalty.

8. More tailors to be employed for smooth and fast alterations process.

9. Packaging of products should be check properly on daily basis.

10. The security system should be more tightened.


LIMITATIONS:

• The study is limited to the people of Bangalore region and survey may not hold good
to other parts of the country.

• Time constraint was the main limitation of the study.

• As the sample size is 70, the findings may or may not be appropriate.

• Not all respondents were willing to provide all the information.


BIBLIOGRAPHY


REFERENCE:
• Marketing Management by PHILIP KOTLER 13th Edition.
• Marketing channels (7th edition) by LOUIS W. STERN ADEL
ELANSAR, ANNE T.CHOUGHLAN
• Marketing management by BELCH
• Business periodicals: Business TODAY, Business India, Business world,
4P‟s and economics times.
•Technical details provided by SHOPPER‟S STOP PVT LTD

1.www.shoppersstop.com

2.www.corporate.shoppersstop.com

3.www.scribd.com

4. www.world marketshares.com
5.www.marketshare.com


JOURNALS
• Journals of marketing
• Marketing Mastermind
• Effective Executive
• Harvard Business Review
• Business world
• Business Standard
• Economic Times
• Catalyst (Business Line)


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