2. RETAIL SECTOR
The Indian retail industry has emerged as one of the most dynamic and fast-
paced industries due to the entry of several new players. It accounts for over
10 per cent of the country’s Gross Domestic Product (GDP) and around 8 per
cent of the employment.
Retail market is expected to grow at a CAGR of 24 per cent and attain 10.2 per
cent share of the total retail sector by 2016-17.
Retail spending in the top seven Indian cities amounted to Rs 3.58 trillion (US$
57.6 billion), with organized retail penetration at 19 per cent as of 2014. Online
retail is expected to be at par with the physical stores in the next five years.
India is expected to become the world’s fastest growing e-commerce market,
driven by robust investment in the sector and rapid increase in the number of
internet users. India’s e-commerce market is estimated to expand to over US$
100 billion by 2020 from US$ 3.5 billion in 2014.
4. REASONS FOR GROWTH/DIS-GROWTH
PATTERN :
Emergence of nuclear families
An increase in the double-income households trend
Large working population
Reasonable Real estate prices
Increase in disposable income and customer
aspiration
Demand as well as increase in expenditure for
luxury items
Growing preference for branded products and
higher aspirations
Growing liberalization of the FDI policy in the past
decade
Increasing urbanization,
Rising affluence amid consumers
6. ORGANISED RETAIL
The organized retail market is growing at 3.5 percent annually
It is huge industry in terms of size and according to management
consulting firm Techno Park Advisors Pvt. Ltd., it is valued at above
US$ 350 Billion.
Organized retail is expected to garner about 16-18 percent of the
total retail market (US $ 65-75 billion) in the next 5 years.
Organized retail accounts for 7% of India’s roughly $435 billion
retail, market and is expected to reach 20% by 2020.
Food accounts for 70% of Indian retail, but it remains under
penetrated by organized retail. Organized retail has a 31% share in
clothing and apparel
7. the sector is likely to show significant growth of over 9% over the next ten
years and also see rapid development in organized retail format with
proportion likely to reach more respectable 25% by 2018
The total no. of shopping malls is expected to expand at CAGR of 18.9% by
2015.
UNORGANISED RETAIL
Sales through the unorganized retail sector are predominant in India with
the organized retail sector being a lot smaller. It is estimated that over 95%
of retail in India is done through the unorganized channel .
Unorganized retail sector constituting 97% (twelve million) of total trade,
while organized trade accounts only for 3%
9. INTRODUCTION
PANTALOONS
Pantaloons Fashion & Retail, one of the top clothing brands in the world, is
India's fastest growing premium lifestyle company. With innovative designs,
concepts and products, the company brings the latest trends in fashion and
clothing styles to the apparel market.
Pantaloons, previously controlled by the Future Group, has been recently
taken over by Aditya Birla Nuvo Limited, a US $4 billion premium
diversified conglomerate and India's largest manufacturer of linen fabric.
10. More about
. The company provides an incredible and complete one-stop shopping experience
to its buyers through its vast collection of more than 200 prestigious brands for the
discerning fashionista. Pantaloons, with a presence across 59 cities through 122
aesthetically designed large format stores and 26 factory outlets, displays a range
of classy and trendy merchandise that truly lives up to Pantaloons’ maxim of ‘fresh
fashion’.
12. BOARD &
MANAGEMENT TEAM
Mr. Kumar Mangalam Birla
Chairman – Aditya Birla Group
Mrs. Rajashree Birla
Chairperson, The Aditya Birla Centre for
Community Initiatives and Rural Development
Mr. Ajay Srinivasan
Director, Financial Services
Mr. Pranab Barua
Business Director – Retail & Apparel
13. A US $40 billion corporation, the Aditya Birla Group is in the League of
Fortune 500. It is anchored by an extraordinary force of over 120,000
employees, belonging to 42 different nationalities. The Group has been
ranked Number 4 in the Global 'Top Companies for Leaders' survey and
ranked Number 1 in Asia Pacific for 2011.
ADITYA BIRLA GROUP
14. VISION & VALUES
Our Vision
To be a premium global conglomerate, with a clear focus on each of the businesses.
Our Mission
To deliver superior value to our customers, shareholders, employees and society at
large.
Our Values
Integrity
Commitment
Passion
Seamlessness
Speed
15. SECTOR
Retail
PRODUCT
FMCG products, fruits, vegetables, groceries,
frozen food, bakery, homecare, personal care,
pharmacy, general merchandise and apparel and
footwear
Aditya Birla Retail Limited (ABRL) is the retail arm of Aditya Birla Group, a $41
billion corporation.
Supermarket
Hypermarket
16. SWOT ANALYSIS
STRENGTH
I.India's largest retailer 1000 store across
70cities
II.Largest retailer by means of market
capitalization & revenue
III.High no. of purchase orders
IV.Always updated
V. popular brand
VI.Highly strategic HRM
WEAKNESS
I.Absence of skilled labour force compared to
world std.
II.Consumers from premium target group
perceives it as low quality brand
THREAT
I.Strong competition from unorganized retail
sector in India.
II. Government policies are not well defined in
emerging markets
III. Online shopping is emerging trend in
consumers due to convenience
OPPORTUNITY
I.Increase in footfalls by increasing ATL – TV
commercial promotions
II.India is fast emerging as retail hub for top
brands as government allowed FDI in single
brand and multi brand retail
III.Organized retail is only 4.5 % of total
Indian retail industry
SWOT
20. PANTALOONS PAY
BACK LOYALTY CARD
1 points for each 100 rupees spent. Points can be redeemed later.
90 day return period instead of 30.
Alterations home delivered free of charge.
Can request free merchandise delivery within 3kms
Dedicated express billing counter.
Complimentary home delivery at free of cost.
Can request a personal shopping assistant in store.
Easy exchange without the bill.
Sale preview
The points from a single purchase takes 72hours to get updated.
21. BENEFITS OF PANTALOONS THROUGH
PBGC
Customer satisfaction and make the
customer to be a loyal customer by
providing various services.
Profit Maximization.
Collect all information of customers as
Name, Address, Date of Birth, Marital
Status, Profession, Wedding Anniversary,
and Monthly Shopping Expenses etc…
Communicate with customer about the
upcoming offers/sales through contact
numbers and Emails.
Able to address about the discounts and
upcoming styles.
Customer Retention
23. STEP 3
STEP 4:
After the card is scanned the card number is visual on the screen. Then click on
SUBMIT then it will show the total points available in the card and its
valuation in Rs. on the right.
If any one want to redeem points and take voucher then vouchers are
generated by carrying this process forward. But its is to be mentioned that to
get a voucher the card must contain at least Rs. 50.
The PAYBCK vouchers come in only two denominations Rs. 50 & Rs. 250.
28. Then..
At first it was pen to paper when the customers are provide with CFF ( customer
feedback form ) where customers along with their name and phone number , give
their feedback in the provided space.
During this time customer service desk had to maintain three register:
COMPLIMENTS
SUGGESTION
COMPLAINS
29. Now..
Now the system has changed completely. Now we no more call it
feedbacks we call it SHOPPING EXPERIENCE.
It’s no more a pen to paper deal but they have placed tabs across the
store in every corner as well as in front of cash.
The system contain 10 slides .
31. OBSERVATIONS
&
FINDINGS
After the Internship, I came to the conclusion that Pantaloons is the most likely
store in Kolkata.
Its immediate competitor is Shopper’s Stop & MAX.
One positive sign for Pantaloons is that it has become the choice for middle
class people in Kolkata.
At the same time customers belonging to the higher class society complain
about the service provided to them.
The customers are also unhappy with the limited brands available in the store.
32. Grooming check is not done all the time.
If any product is not matching customer needs then some staffs get
offended & do not assist customers ( Some times customer do offend staffs )
Compared to other pantaloons CSD is well maintained. ( Visually)
Overall if we consider then this all will effect the store sales, So better if we
fix it fast
Tagging standards are not maintained.
Gestures like “Namaste” are always missing from the floor staff.
33. SUGGESTIONS
Few years down the line Lifestyle may turn out to be a major threat as well. So,
services to the customers should be upgraded.
Customers expect a better variety of products in Pantaloons so that it can satisfy
customers from all the sections of society.
More brands should be immediately brought under the same roof of Pantaloons.
Tagging standard should be properly maintained.
Every department should have staffs dedicated only for tagging to reduce errors.
inventory management should be done ensuring that the product is available in
all size
Employees should be given proper training about the offers, product
specifications and Customer Loyalty Program
The ground staffs should have the basic ability to speak in English.
