ON

CUSTOMER SATISFACTION AT PANTALOON

RETAIL STORE
SOUTH EXTENSION-II
In the Partial Fulfillment of the Award of Degree Of

MASTER IN BUSINESS ADMINISTRATION

Batch (2011-14)

Submitted to
Sikkim Manipal

Submitted By:
Nihar Ranjan Nayak
MBA, IV-Sem
Roll No: 581113340

ACKNOWLEDGEMENT

I, Nihar Ranjan Nayak , MBA Student is highly grateful to all those who guided me in
completing this project.
First of all, I would like to pay my heartiest thanks to entire family of PANTALOONS, especially
Mr. DEEPAK SHARMA (Store Manager) Pantaloon Retail Store South Extn-II Delhi. Who
provided me such a wonderful opportunity to do Summer Training and provided their valuable
suggestions in understanding the work of Research Project.
Last but not the least, I would like to thanks all faculty members, Web-Univ, who gave me the
useful tips and suggestions regarding project. I would like to thanks for imparting her valuable
guidance to me.

Declaration

I hereby declare that I have carried out Project on the topic entitled Customer Profiling &
Purchase Parameters at pantaloon retail store.
I further declare that this project work is based on my original work and no part of this project
has been published or submitted to anybody.

NIHAR RANJAN NAYAK

PREFACE

Summer training at any business organization makes the students more practical and habitual to
analyze the situation in more crucial a refined way, which ultimately contributes a later stage of
practice. It also helps in filling up the gap between theoretical and practical experience. The
business winner will be those organizations that size and expert opportunity by strategically
positioning themselves.
The Objective of this project is to find out the awareness of individual towards the Retail sector.
And other most important objective of this project to know about customer profiling and
purchase parameter
During preparing this project we meet many investors who have decided to buy a dresses. We
use some source of information to prepare this project. We prepare this project on behalf of
Pantaloons retail store.. Hence this framework is derived from the practice adopted by the
companies in order to sustain and grow.
We are serving the following pages that will endow the reader with insight in to the Indian retail
sector from the corporate view- point. This study has been very useful learning experience
enriching knowledge in the field of retail sector.

NIHAR RANJAN NAYAK

Introduction

Retail is Indias largest industry, accounting for over 10 per cent of the countries GDP and
around eight per cent of the employment. The market size of Indian retail industry is about US
$312 billion Organized retailing comprises only 4.5 per cent of the total retailing Estimated at
around US$ 8.7 billion

The organized retail sector is expected to grow to US $ 70 billion by 2010 International retailers
India's vast middle class with its expanding purchasing power and its almost untapped Retail
industry is key attractions for global retail giants wanting to enter newer markets. The Australian
government's National Food Industry Strategy and Astride initiated a test marketing food retail in
India wherein 12 major Australian food producers have tied up with India-based distributor AB
Mauri to sell their products directly at retail outlets. US-based home delivery and logistics
company, Specialized Transportation Inkwell enter the Indian market through a strategic alliance
with Patel Retail, a subsidiary of Patel Integrated Logistics.Wal-Mart has announced its plans for
India in partnership with Bharti,US coffee chain Starbucks is well on its way to set up its first
store in India this Year.US based Tommy Hilfiger has tied up with Creative Portico, a Mumbai
based Home Textiles Company, to sell its home textiles and furnishings in India. Alfred Dunhill,
a UK-based luxury mens brand, has tied up with Brand house. Retail Ltd. for its India venture
and will be opening four stores. The worlds largest furniture retailer, Idea, has established an
office in Gorgon for market research and is holding talks with domestic
.

TABLE OF CONTENTS

REVIEW
Executive summary
Brief history of the organization
SWOT analysis
Award
Board of director
Org. structure
Mission, vision and philosophy
Objective
Research methodology
Limitation
Data analysis
Findings
Recommendation & Conclusion
Annexure
Bibliography

Executive summary

The Pantaloon group, a leading retailing group in India. In March 2006, the group renamed itself
as the 'Future Group' and was further divided into six verticals - Future Retail, Future Brands,
Future Space, Future Capital, Future Media, and Future Logistics. Headquartered in Mumbai
(Bombay), the company operates Over 7 million square feet of retail space, has over 1000 stores
across 53 cities in India and employs over 25,000 people Future Group shall deliver Everything,
Everywhere, Every time for Every Indian Consumer in the most profitable manner We shall be
efficient, cost- conscious and committed to quality in whatever we do
.Rewrite rules. Retain values
.Mr. Kishore Biyani
Website: www.pantaloon.com
Company Outlet:
Pantaloons
Address : South Extn-II New Delhi

RETAIL MEANING

Retail comes from the French word retailer which refers to "cutting off, clip and divide" in terms
of tailoring (1365). It first was recorded as a noun with the meaning of a "sale in small
quantities" in 1433 (French). It's literal meaning for retail was to "cut off, shred, paring".
Business of selling products and services to the public as the ultimate consumer. Retailing
involves selling many different products and services, either from a store location or in direct
selling through vending machines and in-home presentations, mail order, and so on.
First retailers in India include BATA, Pantaloon, Bombay Dyeing, Spencers The case highlights
the emergence and evolution of PRIL from a small garment manufacturer to the retailer in India
by the early 21st century. It examines the evolution and growth of PRIL until the mid 1990s, and
then traces the rationale behind the launch of its first retail format Pantaloons, a family
departmental store. It discusses in detail the marketing and promotional efforts undertaken by
PRIL for Pantaloons, which made the store one of the most successful lifestyle stores in India in
the early 2000s. The case then examines the reasons for PRIL's entry into discount store and food
store businesses through Big Bazaars and Food Bazaars and discusses in detail the strategies and
marketing efforts put in place by PRIL to promote these formats. Recent trends in the Indian
retailing industry, changing requirements and preferences of consumers, Understanding changing
consumer lifestyles.

10

Background

The organized retail industry in India did not evolve till the early 1990s. Until then, the industry
was dominated by the un-organized sector. It was a sellers market, with a limited number of
brands, and little choice available to customers Lack of trained manpower, tax laws and
government regulations all discouraged the growth of organized retailing in India during that
period. Lack of consumer awareness and restrictions over entry of foreign players into the sector
also contributed to the delay in the growth of organized retailing. This allowed the un-organized
sector to rule the Indian retailing industry. It was during this time that the foundation of PRIL
was laid by Biyani. Biyani was a commerce graduate with a post-graduate diploma in marketing.
After spending five years in managing his family business of trading textile and yarn, he started
with apparel manufacturing in the mid-1980s. Is Kishor Biyani a retailer or a fund manager?
That question might well be asked of him in the not too distant future. Over the last few months,
Future Capital Holdings (FCH), led by CEO Sameer Sain, has stitched together a fully integrated
financial services business model.

11

Management business in India with almost $830 million in assets. Now, it has big plans in
insurance, retail lending and forex services. Whether we have a consumer who wants to
leverage future income to realise his aspirations today, or wants to save and invest, or buy
protection for his family, we want to be a part of it, says Sain. He believes that in 5-7 years,
FCHs bottom line will be bigger than the retail business! In the insurance business, the Future
Group has managed to wrest a 74 per cent stake in a joint venture by investing just Rs 100 crore
(its JV partner invested the same amount for a 26 per cent stake). Italian Assicurazioni Generali,
ranked 21 on the Fortune 500 list, is a good fit for us because they derive almost 17 per cent of
their sales from mall assurance. They have also partnered another retailer in the Philippines,
says Sain. Biyani estimates that with just a 1 per cent footfall conversion rate, the insurance
business would have over 2 million customers. That would earn him huge fees on distribution
and catapult the company to amongst the largest private insurance players by way of number of
policies sold. Despite the global economic recession and a consequent slowdown in the Indian
economy, organized retail continued to make headway although at a slower pace in 2009.
Nonetheless, if the current retail landscape is compared with that of 2004, it has undeniably
become a much larger environment. Retail stalwarts such as Wal-Mart, Tesco and Marks &
Spencer have already made inroads into the Indian retail industry and with multi-billion dollar
investments.

12

Retail Scene in India

million sq.ft. in available mall space by the end of 2007.Food and Grocery retail holds the most
potential, as almost 99% of it is unorganized. The Omnibus edition of Pantaloon retail papers
spans this very happening sector, which not only brings so much joy to the inveterate shoppers in
terms of retail therapy, but also employment and livelihood to tens of thousands of Indians.
Indias GDP growth rate is a healthy 9% for 2005-06 and this has had its ripple effect on all
industries more so the Retail sector, of which only 3% organized until now. The Indian retail
industry accounts for 10% of GDP and 8% of employment. India is being touted as the next big
retail destination with an average three year Compounded annual growth rate of 46.64%.The
Indian economy is poised to take the third position in the world in terms of Purchasing Power
Parity by the year 2010.The Indian Retail Market is a Rs. 1,200,000 million market as per the
Images India Retail Report 2007.Organized Retail market is zooming ahead with an annual
growth rate of 30%.The Retail sector is vibrant with growth happening in all related areas be
they malls, hypermarkets or single brand luxury stores, they have dotted the commercial
landscape of the metros, and have even percolated to the Tier II and Tier III cities. Malls are fast
becoming sought-after entertainment hotspots. From a situation where There were no malls about
a decade ago, the country will have over 300 malls translating to over 100 Number of big players
is entering the field of organized food retail like Reliance, AdityaBirla Group and the Bharti
Group, which has tied up with the worlds largest retailer Wal-Mart. All these major players are
expected to show an annual growth rate of 25 30%.

13

The Retail boom has also led to the opening of a large number of single brand outletsacross the
country. With big brands and bigger outlets across all segments, from Appareland Footwear,
Watches, Books and Stationary to Jewelry and Consumer Durables, the sweep is indeed broad.
in to sample the depth and breadth of this amazing sector. Types of Retail verticals operating in
India.

Food and Beverage

Health and Beauty
Clothing and Footwear
Home Furniture and Household Goods
Consumer Durable Goods
Leisure and Personal Good

Economic slowdown serves as reality check for retailers

The global economic crisis and its impact on India resulted in a slowdown of the Indian economy
in 2009. This caused consumers to tighten their purses, and the availability of financial support
for retail expansion dried up. This put a halt to the unprecedented expansion seen over the review
period. Lower consumer confidence resulting from the recession, as well as job losses, resulted
in fewer visits to retail stores, and consequently sales plummeted for major retailers. With
consumers becoming highly discretionary, spending on non-essential items such as lifestyle
goods was highly impacted, making it one of the worst performing categories.

14

Retailers with financial backing weather the storm

Credit from banks and other lenders has been difficult to obtain in the current environment, and
retailers have suffered severely as a result. Some retailers are unable to pay rental fees because
all lines of credit have dried up. In such a tough operating environment, retailers under the
umbrella of a diversified holding company with access to internal funds are faring better than
other players. For example, Reliance Retail and Aditya Birla Retail emerged relatively unscathed
compared with smaller players such as Subhiksha and Vishal Retail.
Internet retailing grows at phenomenal pace
Due to the increased penetration of credit cards and availability of computing facilities to a wider
population, Internet retailing is witnessing stellar growth. Internet retailers offer products at
discounted prices to consumers compared with store-based retailers and bargain-hunting
consumers are latching on to this fact. This has become even more pronounced in light of the
economic downturn as consumers have become increasingly sensitive to price.
Indias attractiveness stands over long term
Indias burgeoning middle class offers considerable promise for organized retailing, which is
expected to remain attractive to organized retailers over the long term. Liberalization and
financial reforms would remain a key factor in the expansion of the organized retail environment.
Currently, foreign direct investment is not allowed in single brand retail, and it proved a major
hurdle in IDEAs billion-dollar plans in mid-2009 to enter the organized retail environment.
However, with a stable government in place at the centre.

15

Impact Of Recession On The Indian Retail Market

The retail market in India is facing slowdown with the ongoing financial crisis happening across
the world markets. Since the markets always have internally linked with each other, the impact
of the crisis is generally shared among all. The following circumstances are creating unwelcome
interruptions to the Indian retail industry. The industry hopes for the best alternations to
overcome the acrimonious situations. Markets in recession worldwide and India too: The current
meltdown in the world markets is shaking the globe today. Not even a single country seems to be
off the hook. The high level of inflation has been a wet blanket for the global markets. The roots
of the world markets are nearly pulled away with the heavy downfall of the American financial
giants. Amongst many countries, India too not exempted from the impact of world financial
crisis. All this is leading to a temporary recess for the markets from a regular busy schedule.
However,These fluctuations are not new for global market. For the decades long, markets, across
the world, have been witnessing such ups and downs. But the ultimately fact is that the market
growth rate is always constantly high when comparing to such downfalls Economic slowdown
The Financial crisis is adding to the pressure on global economies. The International Monetary
Fund (IMF) now sees the world entering a major slowdown.

16

Brief history of
organization

17

Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail formats in
both the value and lifestyle segment of the Indian consumer market. Headquartered in Mumbai
(Bombay), the company operates over 16 million square feet of retail space, has over 1000 stores
across 73 cities in India and employs over 30,000 people. The companys leading formats
include Pantaloons, a chain of fashion outlets, Big Bazaar, a uniquely Indian hypermarket chain,
Food Bazaar, a supermarket chain, blends the look, touch and feel of Indian bazaars with aspects
of modern retail like choice, convenience and quality and Central, a chain of seamless
destination malls. Some of its other formats include Brand Factory, Blue Sky, all, Top 10 and
Star

and

Sitar.

The

company

also

operates

an

online

portal,

futurebazaar.com.

Future Value Retail Limited is a wholly owned subsidiary of Pantaloon Retail (India)
Limited. This entity has been created keeping in mind the growth and the current size of the
companys value retail business, led by its format divisions, Big Bazaar and Food Bazaar.
The company operates 120 Big Bazaar stores, 170 Food Bazaar stores, among other formats, in
over 70 cities across the country, covering an operational retail space of over 6 million square
feet. As a focussed entity driving the growth of the group's value retail business, Future Value
Retail Limited will continue to deliver more value to its customers, supply partners, stakeholders
and communities across the country and shape the growth of modern retail in India.

18

A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a largeformat home solutions store, Collection i, selling home furniture products and ezone focused on
catering to the consumer electronics segment. Pantaloon Retail is the flagship company of Future
Group, a business group catering to the entire Indian consumption space. Subsequently, with
evolution of retail industry in India and change in consumer aspirations, Group/Company
diversified Pantaloon portfolio of offerings to include other retail goods. Currently,
Group/Company sell readymade apparels and a wide range of household merchandise and other
consumer goods such as footwear, toys, watches, toiletries, grocery items, sports items, crockery,
gift and novelties. It began its retailing operations in India way back in 1987. Currently, it
manufactures and sells ready-made garments through its own retail outlets and two discounting
stores. Group follows the concept of value retail in India. In other words, Pantaloon business
approach is to sell quality goods at reasonable prices by either manufacturing ourselves or
directly procuring from manufacturers (primarily from small and medium size vendors.

19

Future Group

Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of Indias leading
business houses with multiple businesses spanning across the consumption space. While retail
forms the core business activity of Future Group, group subsidiaries are present in consumer
finance, capital, insurance, leisure and entertainment, brand development, retail real estate
development, retail media and logistics. Led by its flagship enterprise, Pantaloon Retail, the
group operates over 16 million square feet of retail space in 73 cities and towns and 65 rural
locations across India. Headquartered in Mumbai (Bombay), Pantaloon Retail employs around
30,000 people and is listed on the Indian stock exchanges. The company follows a multi-format
retail strategy that captures almost the entire consumption basket of Indian customers. In the
lifestyle segment, the group operates Pantaloons, a fashion retail chain and Central, a chain of
seamless malls. In the value segment, its marquee brand, Big Bazaar is a hypermarket format that
combines the look, touch and feel of Indian bazaars with the choice and convenience of modern
retail The groups specialty retail formats include supermarket chain - Food Bazaar, sportswear
retailer - Planet Sports, electronics retailer - eZone, home improvement chain -Home Town and
rural retail chain - Aadhaar, among others. It also operates popular shopping portal.
www.futurebazaar.com.

20

Future Group believes in developing strong insights on Indian consumers and building
businesses based on Indian ideas, as espoused in the groups core value of Indianness. The
groups corporate credo is, Rewrite rules, Retain values. Company Background Pantaloon
Retail India Founded in 1987, by Mr. Kishore Biyani, Pantaloon Retail in Indias leading Retail
Company. It is the flagship company of the future group. Starting its 1st outlet in
1997,Pantaloons in Kolkata, it currently has over 4 mm sq. ft. of area under business. The
company operates under multiple formats hypermarket, apparel stores, specialty stores under
various brands including Big Bazaar, Pantaloon, Food Bazaar, Collection, E Zone,etc. The
company also operates an online portal, futurebazaar.com.Pantaloon Retail (India) Limited is
today recognized as one of the pioneers in the business of organized retailing in the country with
a turnover of over Rs.2,884.43millions for fiscal 2006, as opposed to a turnover of Rs.1,463.12
million for fiscal 2005and Rs.881.04 million for fiscal 2004. During the same period Pantaloon
profit after tax was Rs.124.75 million, Rs.30.20 million and Rs.3.82 million, respectively. As a
result, Pantaloon sales increased between fiscal 2004 and fiscal 2006 at a CAGR of 80.94% and
Pantaloon profit after tax increased between fiscal 2004 and fiscal 2006 at a CAGR of471.44%.
Pantaloon Retail is one of the leading retail houses in India. As of November 15,
2006,Group/Company operated 46 retail stores, including three stores which are operated by
Pantaloon franchises. These 46 stores are spread over about 1,113,000 square feet and are located
in 17 states across India. In efforts to strengthen Pantaloon supply chain, Group/Company has set
up seven regional distribution centers and an apparelmanufacturing plant.

21

The company is headquartered in Mumbai with zonal offices at Kolkata, Bangalore, andGurgaon
(Delhi). It has 4 kinds of stores; Pantaloon stores, Central Malls, ALL Stores, Fashion Stations
and Mela Store. In the Value segment, Group/Company cater to themasses through Pantaloon
Big Bazaar, Food Bazaar outlets and Gold Bazaar Stores withover 6.5 lakh sq. ft. retail space
across Kolkata, Mumbai, Thane, Pune, Hyderabad, Bangalore, Nagpur, Ahmadabad, Kanpur,
Chennai and Gurgaon (Delhi).. Group/Company endeavor to facilitate one-stop-shop
convenience for Pantaloon customers and to cater to the needs of the Group/Company believes
this concept as helped us grow to Pantaloon current size within a short timeframe of four years.

22

Management of the Company

Pantaloon Retail over a period of time has built a strong management team to drive the company
for its high growth phase. Though, Mr. Kishore Biyani is the face of Pantaloon, the company is
not a one man show and has built a strong second and third line of management, to fulfill its
massive expansion and growth plans. Though there have been concerns regarding lack of talent
in the growing retail sector, the company has the best talent in place to drive each business
category.

Expansion Plans
The concept of discount store resembles the Wal-Mart strategy. In India and especially in metro
cities like Mumbai, Bangalore, Calcutta and Hyderabad, where the population is dense and
consists of a high middle-class population, the concept of discount stores ingraining a lot of
acceptance. The company plans to expand rapidly. The next year it plans to open more stores in
Mumbai and Delhi at critical locations. It has planned to open three Big Bazaars (discount stores)
in A-class cities like Bangalore. Pantaloon has already bagged substantial retail space in
Hyderabad (60,000sq. ft.), Kolkata (35,000 sq. ft.) and Bangalore (40,000 sq. ft.).In Mumbai it
acquired50,000 sq. ft. area at each of its locations at Lower Parle, Mulund and the
western suburbs.2.4 Challenges The key challenges facing the company are as follows: Fund
raising The Company acknowledges that expansion plans of the company Cannot be met from
internal resources. This means that the company has to tap external sources to fund expansion.
The company has recently allotted shares to promoters Asabi formula price. It plans to borrow
heavily to fund its expansion plans.

23

Competition
Although there are a few stores operating in this segment such as Giant in Hyderabad, it is
mostly international chains such as Wal-Mart and Carrefour that are the better known names as
discount stores worldwide. Meanwhile, the general retailers in Mumbai are not too pleased about
the concept of discount stores.Group/Company cant figure out from where such stores get their
margins. It must have a feasible revenue model to sustain the venture. The company is facing
limited competition from the organized retailers but strong competition exists from the
downtown centers unorganized.

Pantaloon Competitive Strengths

It is believed that the following are Pantaloon principal competitive strengths which have
Contributed to Pantaloon current position in the retail sector in India: Strong understanding of
the value retail segment: Pantaloon business plan involves implementation of the concept of the
value retailing, targeting the middle and lower middle income groups, which constitute
majority of the population in India. Group/Company intends to provide quality products at
competitive prices. Group/Company sells a vast range of merchandise across apparels and
accessories, FMCG products, food products and consumer durables with over 63,000
SKUs.Pantaloon emphasis has been to maximize the value that the customers derive in spending
on goods bought in Pantaloon stores. Group/Company endeavor to continuously reduce
Pantaloon costs through variety of measures, such as, in-house production of apparels,
procurement of goods directly from the small and medium size vendors and manufacturers,
efficient logistics and distribution systems along with customized product mix at Pantaloon

24

stores depending on the regional customer behavior and preferences. Central to Pantaloon value
retail strategy is to pass on the benefits of cot reduction measures to Pantaloon customers. Strong
and efficient supply chain management: Pantaloon supply chain management involves planning,
merchandizing sourcing, standardization, vendor management, production, logistics, quality
control, pilferage control replacement and replenishment. Pantaloon supply chain management
provides us flexibility to adapt to changing patterns in consumer behavior and Pantaloon ability.
Manufactured by us such as Zapping, Paranoia, Chlorine, Kitten Studio,Famenne, Flourier
Women and Roseau. In fiscal 2006, Pantaloon income from Pantaloon private labels was
Rs.483.50 million, which accounts for 16.76% of Pantaloon total sales for fiscal 2006.
Group/Company believes that Pantaloon focus on Pantaloon private labels and their recognition
in Pantaloon customer segment enables us to differentiate ourselves from Pantaloon competitors.
Group/Company effectively use information technology systems: Group/Company believe that
efficient information technology systems, processes and business applications are essential to
handle retail chain of Pantaloon magnitude. Pantaloon office processes are computerized which
support procurement, supply chain logistics, distribution centers management and store
operations including inventory management and billing. Group/Company is in the process of
implementing SAP. All Pantaloon stores and distribution centers are connected through a
company-wide. Group/Company has a highly experienced and competent management
Team: Group/Company has an experienced management team which is committed workforce.
Pantaloon management team comprises of talented professionals who are highly experience in
the retail sector.

25

Pantaloon strategy:

Group/Company intends to pursue the following strategies in order to consolidate Pantaloon

position as one of the leading operators in the value retail segment in India. Pantaloon growth
strategy is based on:1Increasing Pantaloon penetration in the country by leveraging Pantaloon
Supply chain, distribution and logistics network.
2 Emphasis on backward integration
3 Expansion of FMCG
4 Procurement from low-cost production centers outside India.
5 Increasing customer satisfaction and Pantaloon base of loyal customers
.6 Continue to upgrade information technology systems and processes
.7 Continue to train employees and seek entrepreneurship from employees

Business Analysis of Pantaloon Model

As Group know &, India is not an integrated homogenous market like other western markets
its a hierarchy of markets catering to people at many different income levels 7tastes. Hence its
very important to understand the customer and its needs. Pantaloon has-been able to crack this by
Big Bazaar
Shop till you drop! Big Bazaar has democratized shopping in India & is so much more than a
hypermarket. There are over 170,000 products under 1 roof that caters to every need of a family,
making Big Bazaar Indias favorite shopping destination.

26

Awards & Recognition

In the month of July 2006 Big Bazaar won the prestigious CNBC TV18 AwaazConsumers
Award 2006 in the retail category, as the most preferred, large, food& grocery store. At Images
Retail Awards it was adjudges the Best Value Retail Store & Best Retail.

Destination of year 2006

In Readers Digest Consumer Survey 2006, Bazaar won the prestigious Platinum Trusted Brand
Award in the Indian services category Fashion Focus Big Bazaar continues to be a fashion led
delivery format, with fashion comprising About 40% of its revenues. Big Bazaar Getting Bigger
New categories like consumer electronics, furniture, communication, food & beverages,
pharmacies, beauty retail, saloons, books, stationery & music are being added to Big Bazaar.
Pioneering the Hypermarket Format Its the hypermarket format in the value retail segment of
the company; its aim is to capture the middle income value focused customer. Product offerings
are mainly general merchandise and apparels. Apparels form 40% of the total revenue, 60%
being generalmerchandise.The company has maintained 50% of apparel sales from private
labels. It is the fastest growing format in the organized retail space. Pantaloon has
aggressiveplans for this format of taking to total number of outlets to 225 by 2010.Currently its
about 70 outlets. Big Bazaar covers 3-25 mn sq. ft. currently, to increase to 9 mn sq. ft. by
2010.Averagesales per sq. ft. at Rs.8500 can generate a sales of Rs.7650 cr, by 2010.Expected
Gross Margin -24%.Expected EBIDTA 7-9%. This format would face maximum competition
going forward as all the major new Entrants have plans to enter into the hypermarket segment.

27

Food Bazaar

The food and grocery retail format of the company is capturing the middle income value focused
customer.FMCG along with dry and wet staples from the main product categories of this format.
The format has been will accepted by the Indian women as it has been able to offer scheme and
discounts on various products because of its economies of scale in operations. The company has
been able to offer all the daily needs related to the food and grocery less than one roof. Pantaloon
retail plans to expand this format (to smaller towns and cities) more rapidly going forward to
achieve further economies of scale. The success of this format has prompted the company to take
this format to smaller towns and cities. Though being a low margins business but higher turnover
nature makes it profitable proposition for Pantaloon. In order to maintain its competitive
advantage in this format, the company needs to invest to improve the back end. Central The
departmental format of the company, aims to cater the upper middle incomeconsumers.Its been
positioned as one stop destination for shopping and entertainment. Central has the same growth
rate of 40%.In the Central Model the company sub leases its spaces to concessionaries, restaurant
and food court managers which assure a fixed rental and a certain percentage of sales, with no
inventory carrying on its books, this constitutes 70% of central sales. Currently the company has
3 Central Stores (2006 end).Central model is highly scalable and would be successful in other
cities where the company. Pantaloon Retail (India) Limited, is Indias leading retailer that
operates multiple retail formats in both the value and lifestyle segment of the Indian consumer
market. Headquartered in Mumbai (Bombay), the company operates over 16 million square feet
of retail space, has over 1000 stores across 73 cities in India and employs over 30,000 people.

28

The companys leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a
uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch
and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality and
Central, a chain of seamless destination malls. Some of its other formats include Brand Factory,
Blue Sky, all, Top 10 and Star and Sitar. The company also operates an online portal,
futurebazaar.com.Future Value Retail Limited is a wholly owned subsidiary of Pantaloon
Retail (India) Limited. This entity has been created keeping in mind the growth and the current
size of the companys value retail business, led by its format divisions, Big Bazaar and Food
Bazaar. The company operates 120 Big Bazaar stores, 170 Food Bazaar stores, among other
formats, in over 70 cities across the country, covering an operational retail space of over 6
million square feet. As a focussed entity driving the growth of the group's value retail business,
Future Value Retail Limited will continue to deliver more value to its customers, supply partners,
stakeholders and communities across the country and shape the growth of modern retail in India.
A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a largeformat home solutions store, Collection i, selling home furniture products and rezone focused on
catering to the consumer electronics segment. Pantaloon Retail is the flagship company of Future
Group, a business group catering.

29

Future Group
Mr. Kishore Biyani, Managing Director
Kishore Biyani is the Managing Director of Pantaloon Retail (India) Limited and the Group
Mr. Gopikishan Biyani, Director
Gopikishan Biyani is a commerce graduate and has more than twenty years of experience in the
textile business.
Mr. Rakesh Biyani, Whole time Director
Rakesh Biyani is a commerce graduate and has been actively involved in category management;
retail stores operations, IT and exports. He has been instrumental in the implementation of the
various new retail formats.
Mr. Vijay Biyani, Whole time Director
Vijay Biyani has more than twenty years of experience in manufacturing, textiles and retail
industry and has been actively involved in the financial, audit and corporate governance related
issues within the company.

Mr. Kailash Bhatia, Whole time Director

He has over 28 years of valuable experience in the fashion business and has worked with
some of the well known companies like Arvin Mills and Weekender.
Mr. Vijay Kumar Chopra, Independent Director
V.K.Chopra is a fellow member of The Institute of Chartered Accountants of India (ICAI) by
profession and is a Certified Associate of Indian Institute of Bankers (CAIIB). His banking
career spans over 31 years and he has served senior management positions in Central Bank of
India, Oriental Bank of Commerce, SIDBI, Corporation Bank and SEBI.

30

Mr. Shailesh Haribhakti, Independent Director

Shri Shailesh Haribhakti is a Chartered Accountant, Cost Accountant, and a Certified Internal
Auditor. He is the Deputy Managing Partner of Haribhakti & Co., Chartered Accountants and
past president of Indian merchant Chambers. He is on the Board of several Public Limited
Companies, including Indian Petrochemicals Corporation Ltd., Abuja Cement Eastern Ltd.
etc. He is on the Board of Company since June 1, 1999.
Mr. S Doreswamy, Independent Director
S. Doreswamy is a former Chairman and Managing Director of Central Bank of India and
serves on the board of DSP Merrill Lynch Trustee Co and Limited among others.
Dr. D O Koshy, Independent Director
Dr. Darlie Koshy, a PhD from IIT Delhi and rank holder in MBA headed NID (Ministry of
Commerce, GOI) as Director for 2 terms of office prior to which he was the founding
Chairperson of Fashion Management at the National Institute of Fashion Technology
(Ministry of Textiles, GOI). He is currently the Director General & CEO of ATDC Network
of 58 Institutes / Centers and two premier campuses of Institute of Apparel Management
under the aegis of AEPC (Sponsored by Ministry of Textiles, GOI). Dr. Koshy received the
Delhi IIT Alumni Award for contribution of National Development in 2008. Dr. Darlie Koshy
was also conferred with the Star of Italian Solidarity one of the highest civilian awards of
the Government of Italy. Dr. Koshy is the author of three pioneering books including the
much acclaimed Indian Design Edge.
Ms. Bala Deshpande, Independent Director
Bala Deshpande is Independent Director, Pantaloon Retail (India) Ltd. and also serves on the
boards of Deccan Aviation, Nagarjuna Construction, Welspun India and Indus League
Clothing Ltd, among others.
Mr. Anil Harish, Independent Director

31

Anil Harish is the partner of DM Harish & Co. Associates & Solicitors and an LLM from
University of Miami. He also serves on the board of Mahindra Gesco, Unitech, IndusInd

32

Pantaloon Retail (India) Limited

Type
Public company
Industry
Retailing
Founded
India
Headquarters
Mumbai
Area served
India
Key people
Kishore Biyani, (MD & CEO)
Products
Super centers
Parent
Future Group
Website
Pantaloon.com

33

SWOT analysis

34

Pantaloon Retail (India) Ltd. - SWOT Analysis

Report Summary Pantaloon Retail (India) - SWOT Analysis company profile is the essential
source for top-level company data and information. Pantaloon Retail (India) - SWOT Analysis
examines the company's key business structure and operations, history and products, and
Provides summary analysis of its key revenue lines and strategy. Pantaloon Retail (Pantaloon or
'the company'), a part of the Future Group, operates retail chains. The company operates retail
chains Including Pantaloon, a chain of fashion outlets; Big Bazaar, a hypermarket chain; Food
Bazaar, a supermarket chain; and Central, aChain of malls. Its business lines also include Depot,
Shoe Factory, Brand Factory, Blue Sky, Fashion Station, all, Top 10, bazaar And 'Star and Sitara'.
The company operates an online portal named 'futurebazaar.com'. The company is headquartered
in Mumbai, India and employs about 25,000 people. The company recorded revenues of INR34,
685.6 million (approximately $787 million) in the Financial year (FY) ended June 2007, an
increase of 79.4% over 2006. The operating profit of the company was INR1, 798.9 million
(Approximately $41 million) in FY2007, an increase of 49.6% over 2006. The net profit was
INR355.4 million (approximately $8Million) in FY2007, a decrease of 33.8% over 2006.Scope
of the Report Provides all the crucial information on Pantaloon Retail (India) required for
business and competitor intelligence needs Contains a study of the major internal and external
factors affecting Pantaloon Retail (India) in the form of a SWOT analysis as wellAs a breakdown
and examination of leading product revenue streams of Pantaloon Retail (India)Data is
supplemented with details on Pantaloon Retail (India) history, key executives, business
description, locations and

35

Reasons to Purchase

Support sales activities by understanding your customers' businesses better Qualify prospective
partners and suppliers Keep fully up to date on your competitors' business structure, strategy and
prospects Obtain the most up to date company information available The Pantaloon Retail
(India) - SWOT Analysis company profile is the essential source for top-level company data and
information. Pantaloon Retail (India) - SWOT Analysis examines the companys key business
structure and operations, history and products, and provides summary analysis of its key revenue
lines and strategy. Pantaloon Retail (Pantaloon or the company), a part of the Future Group,
operates retail chains. The company operates retail chains including Pantaloon, a chain of fashion
outlets; Big Bazaar, a hypermarket chain; Food Bazaar, a supermarket chain; and Central, a chain
of malls. Its business lines also include Depot, Shoe Factory, Brand Factory, Blue Sky, Fashion
Station, aLL, Top 10, mBazaar and Star and Sitara. The company operates an online portal
named futurebazaar.com. The company is headquartered in Mumbai, India and employs about
25,000 people. The company recorded revenues of INR34, 685.6 million (approximately $787
million)
.

36

WITH 5 COMPANY - OWNED BRANDS

COVERING 63 MERCHANDISE CATEGORIES

THE FMCG SPACE, THE COMPANY NOW

ONE OF THE LARGEST PORTFOLIOS IN

37

THIS SEGMENT.

38

Awards

39

CNBC Awaaz Consumer Awards 2009

Most Preferred Multi Product Chain - Big Bazaar

Most Preferred Multi Brand Food & Beverage Chain - Big Bazaar

Images Fashion Forum 2009

Most Admired Fashion Group of the Year - Future Group
Most Admired Private Label - Pantaloons, the lifestyle format
Critics Choice for Pioneering Effort in Retail Concept
Creation - Central

Coca-Cola Golden Spoon Awards 2009

Most Admired Food & Grocery Retailer of The Year
Most Admired Food Court
Most Admired Food Professional

Indian Retail Forum Awards 2008

Most Admired Retail Company of the year - Future Group
Retail Face of the Year - Kishore Biyani
Best Retailer Of The Year (Hypermarket) - Big Bazaar
Future Group was awarded the Most Admired Retail Company of the year by the Indian Retail
Forum at a glittering ceremony organized in Mumbai. Mr. Kishore Biyani also won Retail Face
of the Year. India Retail Forum (IRF) is a platform for intellectual insights and information

40

exchange for the retail business in the Indian subcontinent. The forum presents the business of
retail in the region to a global audience, with the express aim of facilitating understanding about
and encouraging investment in this massive marketplace. Big Bazaar, the value format of Future
Group bagged the Best Retailer Of The Year (Hypermarket).

The INDIASTAR Award 2008

Food Bazaar: Best Packaging Innovation Food Bazaar bagged the INDIASTAR Award for Best
Packaging Innovation in India, for its private label brand Fresh And Pure Chakki Atta.
INDIASTAR Award is a biennial event which aims to promote and encourage excellence in
packaging design, innovation and technology. The contest was established in 1972 and is
considered as the most popular and premier event for Indias packaging fraternity.

41

Retail Asia Pacific 500 Top Awards 2008

Gold Winner - Top Retailer 2008 Asia Pacific Retail Asia Publishing Pte, the institutor of these
awards, aims to set a platform that appraise raises and recognizes the development and growth of
retailing throughout the Asia Pacific region.

Coca-Cola Golden Spoon Awards 2008

Most Admired Food & Grocery Retail Visionary of the Year: Kishore Biyani
Most Admired Food & Grocery Retailer of the Year Supermarkets: Food Bazaar
Most Admired Food & Grocery Retailer of the Year - Hypermarkets: Big Bazaar
Most Admired Retailer of the Year - Dynamic Growth in Network Expansion across Food,
Beverages & Grocery: Future Group
Most Admired Food & Grocery Retailer of the Year - Consumer's Choice: Big Bazaar The CocaCola Golden Spoon Awards 2008, were given away for the first time as a culmination of the
Food Forum India 2008 a two day convention, which saw the participation of leading brands,
retailers & retail support organizations from across the globe. The awards were presented to
honour enterprise, innovation and achievement in the food retailing business as a benchmark of
excellence.

42

The Reid & Taylor Awards for Retail Excellence 2008

Retail Leadership Award: Kishore Biyani

Retail Best Employer of the Year: Future Group
Retailer of The Year: Home Products and Office Improvements: HomeTown
The Reid & Taylor Awards for Retail Excellence are an important feature of the Asia Retail
Congress, Asias single most important global platform to promote world

BRAND FACTORY

Pantaloons game plan with this new format is to raise the bar of customer expectations&
experience when it comes to Brand + Bargain shopping. There is a huge market opportunity in
this category where over 70% of the people shopping at Factory outlets are under the age group
of 30 years who want fashion brands at reasonable price.
Pantaloon retail is trying to fill in one gap in the apparels, offered through Pantaloons (life style)
& big bazaar (value segment) .The Company plans to offer all the majornational & international
brands.

43

BOARD OF
DIRECTORS

44

WE ARE PROUD TO HAVE BUILT THIS

ORGANIZATION WITH A CULTURE FOCUSED
ON CORE VALUES THAT CAN BUILD UPON
ITSELF IN A POSITIVE MANNER. THIS HAS
ENSURED THAT WE SUSTAIN WHAT IS
UNIQUE TO US AS WE GROW.

Kishor biyani

45

Mr. SHAILESH HARIBHAKTI

Chairman
Mr. KISHORE BIYANI
Managing Director
Mr. GOPIKISHAN BIYANI
Whole time Director
Mr. RAKESH BIYANI
Whole time Director
Mr. VIJAY BIYANI
Whole time Director
(Appointed w.e.f. 26-09-2009)
Mr. S. DORESWAMY
Director
Dr. DARLIE KOSHY
Director
Mr. ANIL HARISH
Director
Ms. BALA DESHPANDE
Director
Mr. VIJAY KUMAR CHOPRA
Director
COMPANY SECRETARY
Mr. DEEPAK TANNA
STATUTORY AUDITORS
NGS & CO.
RISK ADVISORS
ERNST & YOUNG PVT. LTD

46

REGISTERED OFFICE &

CORPORATE OFFICE

Knowledge House, Shyam Nagar,

Off Jogeshwari-Vikhroli Link Road,
Jogeshwari (East),
Mumbai 400 060.
Tel. No. : + 91 22 6644 2200
Fax No. : + 91 22 6644 2201
190 MILLION + CUSTOMERS
34,000 + SHAREHOLDERS
33,500 + EMPLOYEES

47

Pantaloon Retail (India) Limited,

It is a large Indian retailer, which is part of the Future Group, and operates multiple retail formats
in both the value and lifestyle segment of the Indian consumer market. Headquartered in
Mumbai, the company has over 1,000 stores across 71 cities in India and employs over 30,000
people, and as of 2010, it was the country's largest listed retailer by market capitalization and
revenue. With effect from 1 January 2010 the company separated its discount store business,
which includes the Big Bazaar hypermarket and the Food Bazaar supermarket businesses, into
Future Value Retail Ltd., its wholly-owned subsidiary, so that the company may be listed
independently. The companys brands include Pantaloons, a chain of fashion outlets, Big Bazaar,
a hypermarket chain and Food Bazaar, a supermarket chain. Some of the company's other
regional brands include, Depot, Shoe Factory,

48

Brand Factory,

Blue Sky, aLL, Top 10 and Star and Sitara. A subsidiary company, Home Solutions Retail (India)
Limited, operates Home Town, a large-format home solutions store, Collection selling home
furniture products and E-Zone focused on catering to the consumer electronics segment Having
the right real estate in prime locations is the key for a retail chain, availability oversight real
estate would drive the sales, a proper catchments analysis of locations of outlets is needed to
increase the footballs & conversions. Pantaloon in this regard is a way ahead because it has
locked into real estate at prime locations in all the major cities of India. The company is expected
30 million sq. feet of prime locations in all the major cities of India. The company is expected 30
million sq.feet of real space by 2011 covering 80 cities of India. 11.2 Sourcing of merchandise
Sourcing of merchandise from the right vendor at the right price is an important factor, because
efficiency in buying would ultimately increase gross margins. Going with competition in major
formats, it would be difficult to improve gross margins.Butcompetition would not be amongst
retailers alone but also amongst vendors to supply at the most competitive price. Any retailer
with significant size will be able to improve itssourcing.Pantaloon with its projected scale is able
to source its merchandise from its vendor at reasonable rates.

49

KEY RISKS

Execution of plans is the biggest risk

The company plans to become 10x its current size in terms of floor area by 2010.Thereare a lot
of exogenous factors that could impact the companys plans. Delivery of stores is behind
schedule by an average of 2 quarters for most companies. As these store deliveries get bunched
up for most of the players towards 2009-2010.There could be further delay in store delivery.
Besides, there are multiple clearances to be taken by local& other authorities, which can prove to
be bottleneck. Rising resource cost to put margin pressure The employee cost & property costs
will be 2 key pressure points for all retailers. Traditional human resource management methods
have been unable to reduce employee turnover. Likely equity dilution to finance growth The
company would need capital in the region of USD 600 mn. For its growth plan UntilFYO9E.The
Company would need external funds for its growth.9% dilution has already happened. Strain on
management bandwidth PRIL is expanding into multiple formats & multiple geographic over the
next few years. Besides, it is investing in various non-retailing businesses. The company could
face management bandwidth shortage in a few years from now. Decision making is quite
decentralized .

50

Lines of Business

The company is present across several lines of business which have various formats (stores)
plywood, The Dollar Store (JV) Fashion - Pantaloons, Central, all, Brand Factory, Blue Sky, Top
10, Fashion Station, Big Bazaar, Lee Cooper (JV) General Merchandise - Big Bazaar, Shoe
Factory, Navras, Electronics Bazaar, Furniture Bazaar, KB'S FAIR PRICE Electronics - ezone,
Electronic Bazaar, STAPLES (JV) Home Improvement - Home Town Furniture - Collection i,
Furniture Bazaar, Home Bazaar E-tailing (Online Shopping) - www.futurebazaar.com Books &
Music Depot Leisure & Entertainment - Bowling Co., F123 Wellness - Star & Sitara, Tutsi
Telecom & IT - Gen M, M Bazaar, M-Port, Converge, Future Axiom Consumer Durables Koryo, Sensei, IPAQ

51

Stock Information

Listed on: Bombay Stock Exchange

Stock Code: BOM: 523574
Company Timeline
Major Milestones
1987
Company incorporated as Manz Wear Private Limited. Launch of Pantaloons trouser, Indias first
formal trouser brand.
1991
Launch of BARE, the Indian jeans brand.
1992
Initial public offer (IPO) was made in the month of May.
1994
The Pantaloon Shoppe exclusive menswear store in franchisee format launched across the
nation. The company starts the distribution of branded garments through multi-brand retail
outlets across the nation.
1995
John Miller Formal shirt brand launched.
1997
Company enters modern retail with the launch of the first 8000 square feet store, Pantaloons in
Kolkata.
2001

52

Three Big Bazaar stores launched within a span of 22 days in Kolkata, Bangalore and
Hyderabad.
2002
Food Bazaar, the supermarket chain is launched.
2004
Central - Indias first seamless mall is launched in Bangalore.
2005
Group moves beyond retail, acquires stakes in Galaxy Entertainment, Indus League Clothing and
Planet Retail Sets up Indias first real estate investment fund Kshitij to build a chain of shopping
malls.
2006
Future Capital Holdings, the companys financial is formed to manage over $1.5 billion in real
estate, private equity and retail infrastructure funds. Plans forays into retailing of consumer
finance products. Home Town, a home building and improvement products retail chain is
launched along with consumer durables format, Ezone and furniture chain, Furniture Bazaar.
Future Group enters into joint venture agreements to launch insurance products with Italian
insurance major, Generali
.2007
Future Group crosses $1 billion turnover mark. Specialized companies in retail media, logistics,
IPR and brand development and retail-led technology services become operational.
Pantaloon Retail wins the International Retailer of the Year at US-based National Retail
Federation convention in New York and Emerging Retailer of the Year award at the World Retail
Congress held in Barcelona.

53

2008

Future Capital Holdings becomes the second group company to make a successful Initial
Public Offering in the Indian capital markets

.Big Bazaar crosses the 100-store mark, marking one of the fastest ever expansion of a

Image of shahadara pantaloon

54

55

56

Mission, vision
And Objective

Rewrite Rules. Retain Values.

Group Vision
Future Group shall deliver Everything, Everywhere, Everytime for Every Indian Consumer in the
most profitable manner.

57

Group Mission
We share the vision and belief that our customers and stakeholders shall be served only by
creating and executing future scenarios in the consumption space leading to economic
development. We will be the trendsetters in evolving delivery formats, creating retail realty,
making consumption affordable for all customer segments for classes and for masses. We shall
infuse Indian brands with confidence and renewed ambition. We shall be efficient, costconscious and committed to quality in whatever we do.We shall ensure that our positive attitude,
sincerity, humility and united determination shall be the driving force to make us successful.
Core Values
Indianness: confidence in ourselves. Leadership: to be a leader, both in thought and business.
Respect & Humility: to respect every individual and be humble in our conduct. Introspection:
leading to purposeful thinking. Openness: to be open and receptive to new ideas, knowledge and
information. Valuing and Nurturing Relationships: to build long term relationships. Simplicity &
Positivity: Simplicity and positivity in our thought, business and action. Adaptability: to be
flexible and adaptable, to meet challenges. Flow: to respect and understand the universal laws of
nature

BRAND Future Group Manifesto

Future the word which signifies optimism, growth, achievement,

strength, beauty, rewards and perfection. Future encourages us to explore

58

areas yet unexplored, write rules yet unwritten; create new opportunities and
new successes. To strive for a glorious future brings to us our strength, our
ability to learn, unlearn and re-learn, our ability to evolve. We, in Future
Group, will not wait for the Future to unfold itself but create future
scenarios in the consumer space and facilitate consumption because
consumption is development. Thereby, we will effect socio-economic
development for our customers, employees, shareholders, associates and
partners.
Our customers will not just get what they need, but also get them where,
how and when they need. We will not just post satisfactory results, we will
write success stories. We will not just operate efficiently in the Indian
economy, we will evolve it. We will not just spot trends, we will set trends
by marrying our understanding of the Indian consumer to their needs of
tomorrow.
It is this understanding that has helped us succeed. And it is this that will
help us succeed in the Future. We shall keep relearning. And in this process,
do just one thing. WE Central was conceived as being more than just a
Shopping destination; instead a community space where people from all
walk of life come and enjoy with their friends and family in a festive,
celebratory Setting. In keeping with this, we made celebrations, something
close to Indians hearts, an integral part of Shopping with us. Beginning this
year, we implemented a 52-week Calendar of events, to celebrate within
Central. This reflects every Indian festival, sporting, lifestyle and leisure

59

events from around the world as well as social causes like Environment Day.
We kept Giving our customers a reason to celebrate, anExcuse visiting the
store and they kept coming backo us. These events have truly helped Central
toDifferentiate itself from the competition and helped us to connect with our
customers at an emotional level. Over a decade of experience in retailing has
taught us the significance of keeping the excitement at the shop floor alive,
irrespective of whether the economy is upon down. Based on the success of
this initiative we are rolling out 52-week events and excitement calendars for
our other formats as well. In May 2009, Central completed five glorious
years. What started as a dream in 2004 to redefine lifestyle? Shopping in
India by creating a seamless offering of Shopping, eating and celebration,
with the o
of our first mall in Bangalore, is now at a stage where Central is among the
fastest growing lifestyle retail Chains in the country with 10 stores across 7
cities. In the financial year 2008-09 Central opened 2More stores in Indore
and Mumbai and added over3, 50,000 square feet of retail space. The Central
in Indore is our biggest store in the country.

60

The power of private labels by Pantaloons

When PepsiCos Frito-Lay decided of boycott Pantaloons Food Bazaar due

to differences in terms of trade, it was the latters private label which got a
boost in shares. Today Tasty Treat, the ready-to-eat private label of Food
Bazaar, is leading with a 16 percent share among the rest of the snack
brands. Today Pantaloon Retail has 80 products comprising 350 SKUs with
five private labels. Since PepsiCos rejection, it has promptly approached
local manufacturers such asPrakash Snacks in Indore and Pogo Chips in
Kolkata to manufacture its snacks brands.Arvind Chaudhary, CEO (Foods
Business), Pantaloon Retail, adds, The purpose of Pantaloon private labels
is to grow the category and fill the gaps between demand and supply. Today
Group/Company have upgraded Pantaloon suppliers with better quality
systems and processes for the snacks category, where there was a gap. The
power of private labels is being explored by most retailers today, as they do
not want on be at the mercy of the big manufacturers. At the same time they
also realize that its not going to be easy as it takes time and money to build
private labels. Observes K.Radhakrishnan, Chief Executive. Hypermarkets,
Reliance Industries, While its Pantaloon strategic intent is to build private
labels, it is more difficult and takes longer to build these brands. However, in
categories such as commodities, it is easier to build private labels. At

61

present, nearly 15 percent of Pantaloon hypermarket brands compriseprivate

labels.

62

The private label product proposition: Quality and price, primarily, relative
to branded. How strong supplier brands are in the minds of Indian
Consumers: Many supplier brands are relatively new in India, so potentially
have less awareness, and therefore, easier for private label products to
supplant supplier brand products. How effectively suppliers innovate:
Supplier innovation if often what allows them to stay ahead of retailer
private label? Innovative suppliers can come out with new products that
retailers havent necessarily thought of. How consolidated Indian retail
eventually becomes: The more market share a retailer has, the greater the
opportunity to create the leverage a retailer can put on a supplier. This may
be one reason why the UK has greater PL penetration than the US UK
retail is more consolidated than US retail. Right now.

63

Objective
of the
Report
64

The scope and potential of the Indian economy in general, And the domestic
consumption sector in particular is Characterized by some
Irreversibletrends.Theseincludeayoungdemographicprofile,increasingconsu
merAspirations,ngmiddle class in urban areas and the Growth in the rural
economy. However, thelasttwelvemonths were also characterized With an
unprecedented economic turmoil that tested Managerial, strategic and
leadership skills across Organizations. The organization rose up to the
challenge by Taking significant steps to secure preserve and enhance its
economic value creation. One of the key characteristics of the preceding
years wasThe high-cost economy. In the last two years, we saw lot of new
players coming in and that had resulted in a significant Rise in real estate
rentals, resource costs and people costs. Most of the competitors who had
come in during the high Costs economy of the past two years aimed at
building Scale in a shorter period of time. Luckily for us, we wherein
existence for a little longer and growing quite rapidly, Except in the home
business where we entered about two Years ago. The year gave us an
opportunity to learn a lot, correct most of the challenges associated with a
high cost Economy and build the foundations for a sustainable and Profitable
growth for the Company. Looking back, we too had probably made a few
mistakes earlier. This was the time to question whether we are doing too
many things, whether we are having too many Formats, whether each of the
formats will achieve certain Size and whether we should merge or abandon
some. We Started to understand how consumers react to each and Every

65

format. At the same time, the focus was on how Do we bring down the cost
of operations per square foot? How do we increase the productivity, how do
we increase The efficiency and how do we increase the margins. Each of
these issues were cognizant earlier as well, but the External economic
scenario made us react more swiftly on Each of these. During the year we
have worked diligently to bring in productivity and efficiency to increase
square Foot sales. We are working and have achieved progress in Increasing
margins on categories. We have also worked Hard in terms of rationalizing
all the resources and Allocation of resources to businesses which give us
better Returns, faster breakeven and faster return on capital. With all these
corrections we will start seeing results happening during the course of the
forthcoming year. Operational Overview the two key strategic objectives that
the Company Has pursued are gaining a leadership position in key
Geographies and in key categories of consumption. The Top eight cities
Mumbai, Delhi, Bangalore, Kolkata, Hyderabad, Chennai, Pune and
Ahmadabad- is where the largest share of addressable consumption markets
resides. Now, almost 60% of the Companys stores are located in these key
eight cities and 25% are in the fast growing tiered cities and the balance in
the tier III and smaller towns. The Company intends to continue building its
dominance Within the bigger cities for which its roadmap is clear. The
Company has identified four categories that it will focus on and these
categories capture more than 70% of The consumers wallet. These
categories are fashion, Food, general merchandise and home, which

66

includes Consumer electronics and furniture. Historically, the Companys

strength has been in Fashion category, wherein the organization has not only
Has a huge knowledge base but also a significant stakeOver the entire value
chain of the category. During the Year, we were able to significantly increase
the share of Company-owned brands in the category in both Pantaloons And
Central. We also introduced the concept of Fashion Big Bazaar both as a
standalone concept as well as within Big Bazaar, in order to improve the
share of the category in Total sales. Our focus has also been towards
ensuring that we are selling a lot more merchandise at full price and also
Increase the share of core fashion merchandize collection that remain on
store shelves across all seasons. These efforts were simultaneously
complimented with number of efforts at the backend focusing on improving
Productivity and efficiency. Better and faster order Fulfillment rates between
the stores and warehouses, Improved markdown management during,
automatic Replenishments and enhanced business intelligence has Resulted
in higher availability of merchandize within the Store and is leading lead to
better customer satisfaction And productivity. On the food category, the
focus is now on building the Private brand piece of business in a big way and
a lot of Work has happened with a separate team working on the Private
brands business. The existing Company-owned Brands have already gained
around 18 to 20% share in every category where it is present in. The
Company is also about to launch a new brand called Ektaa which will be?

67

Capturing around 40 SKUs to start with. The objective into replicate the
Companys existing strength in fashion Into the food .

68

69

Research
methodolog
y

70

The research methodologies are using only primary data collection. Here
primary data collection is performing through questionnaire A sample size of
50 customers is taken randomly. Questionnaire on customer satisfaction at
Pantaloons store was prepared and I got it filled from customers. Based on
percentages calculation are done and data is analysed.Data on sale of whole
brand and Wellness categories is being collected and collated in a stoe.store
provides data from 27th june 2010 to 15th July 2010.Detailed information
can be obtained from the store about the performance of the brands in the
particular category from 27 june 2010 to 15th July 2010.Bar charts have
been made based on real data obtained from between 27th june 2010 to 15th
July 2010.Pie charts are made based on data collected and collated from
questionnaires filled by 50 customers at the Pantaloons store,Shahadara of
brand has also been done from 27 june to 15 July 2010 contribution of single
in total sales of store from 27 june 8th July 20010an special employee
motivation programme for achievement of targets from 2th to 10 June 2010
run for store employees .Research process is a series of systematic steps that
are followed to solve a business problem. It is the framework of the entire
plan-of-action. It clearly describes crucial issues like the studys purpose
and objectives, the type of data needed, the technique to be used for selecting
samples, data collecting method, analyzing it, managing costs and other
aspects that are essential for conducting business research.

71

SAMPLING DESIGN:Sampling is an essential part of the business research process. Sampling is

the technique of selecting a representative part of a population for the
purpose of determining the characteristics of the whole population. During
the research, Simple Random Sampling is used to collect data from the
shoppers Because the target population is small, homogeneous, and the
sampling frame.

DATA COLLECTION:Business research generally uses two types of data:

Primary data- It is collected directly from the respondents using data
collection methods
like survey interviews, questionnaires, measurements, direct observation, or
tabulation.
Secondary data- It is the data that which already exists and is collected by
some other
person or organization. Sources of secondary data include websites, journals,
books, et c
This research uses a judicious mix of primary and secondary data to
optimize the
Quality of research findings within the allotted time and money.

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Research Process

Research Descriptive
Data source Primary Data
Research Approach Survey Method
Research Instrument Questionnaire
Questionnaire type Structured non-disguised
Type of questions Both Close-ended & Open-ended
Sampling Unit Individual
Sampling Frame NCR
Sampling Procedure Simple Random sampling to select 5 stores and
Convenience for select customer/shoppers.
Sample size 300 customers
Contact Method Personal
Mode of Collecting Data The respondents were chosen randomlyand
requested to grant interviews. The questions were then asked in
predetermined sequence.
Data Processing (i) A number of tables was prepared to bring out the main
characteristics of the collected data. (i) Inferences wiredrawn from the
collected data.

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LIMITATI
ON

74

Limitations:

This project report suffers from following limitations:

1. Questionnaires were filled in evenings, when most of the people are in
hurry
And they might not have responded truly to all the questions.
2. Our research is limited to only one store of Pantaloon at South Extn-II and
sample
Size is of 100 respondents so errors may crop in while generalizing the
results.
3. Those who came out of Pantaloon Store after shopping were chosen for
getting the questionnaires filled but they held bulky polyethylene bags due to
which they found it difficult to stand for long and answer the questions.
4. Most of the retail outlets mentioned in our questionnaire may or may not be
Visited by respondents; this affected their response to various questions.

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DATA
ANALYSIS

76

1. Are you like to purchase in pantaloon.

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2. Whats your buying experience.

78

3. After purchasing whats warranty condition.

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4. How much time you use pantaloon.

80

5. Compaire to other competitor.

81

6. Will you purchase again.

82

7. What is the quality of product?

83

RESEARC
H
FINDINGS
84

1. People were found to be very dissatisfied with the ambience of Pantaloon as

Compared to some other outlets but mostly were satisfied.
2. Majority of respondents were found complaining about the variety of
products,
Different sizes not available, footwear, and child section need improvement
at
Pantaloon.
3. Ladies complaint about jeweler variety is not there, Traditional wear should
have
More variety and Footwear.
4. Location was one of the main reason which attracted people towards
Pantaloon
As it was situated just in them all and it took less time for majority of
respondents
To reach Pantaloon.
5. As Pantaloon deals in discount retailing, it was believed that Pantaloon
discount

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And low prices were one of the main attractions for people but people feel
that the
Discount is not enough and it should be more.
6. Some respondents complaint that there should be sitting space for ladies
child
And old age people and it was worked out during the project itself.
7.

Some respondents demanded book corner should be there. And there

should be
staff and billing counter during sales to handle the huge no. of customers.

86

RECOMMENDATION
S
AND
CONCLUSIONS

87

Recommendations
This research throws light on various strengths and weaknesses of Pantaloon
and can also help Pantaloon to improve on different fronts in order to have an
edge over its competitors. Based on the analysis and findings of my research I
would like to give following recommendations:
1. Pantaloon needs to improve so that it can accommodate more kinds of
Products and also provide space for children coming with their parents to
Play and have fun so that for them visiting Pantaloon becomes exciting.
2. Pantaloon should incorporate more variety of products in its basket so
That it provides the convenience of availability of all things under one roof to
its customers. Variety of products should specially be increased in traditional
wear for women, Footwear, jewelery, cosmetics and more varieties in watches.
More varieties in sizes in jeans, Shirts.
3. Sitting area should be there for children and old people, so that they can Sit
while other family members doing shopping.
4. More computers should be included and number of billing counters
Should be increased especially during the festive season and sales, so as To
speed up the process of billing and avoid large queues.
5. If possible more attractive discount and offers should be given in order to
Attract more customers.
6. Staff should be trained properly to assist people and to make them
Understand the benefits of green card membership, it will strengthen
.

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89

CONCLUSION

This research report aims to study consumer attitude towards Pantaloon and
highlights its strengths and weaknesses in order that Pantaloon can fight the
competition in a better way. Though Pantaloon captures a different market and
is giving competition to big players like Vishal mega mart and big bazaar.
Retail in India is a booming sector nowadays and Pantaloon should try to
benefit more from it. Recommendations given should be considered by
Pantaloon in order to emerge as a winner in long run.

90

ANNEXUR
E

91

92

Questionnaire
1. Name

2. Age

3. Occupation

4. Address..

5. E-mail..

6. You like to purchase in

a. Pantaloon ( )

b.big bazaar ( ) c.vishal mega mart ( ) d.other

7. What is your buying experience?

a. Good ( ) b.best ( ) c. average ( ) d.non ( )

8. After purchasing what about warranty or repaired service

a. Good ( ) b.best ( ) c. average ( ) d.non ( )

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9. How much time you use pantaloon product.

A.2to3 time in week ( ) b. 2to3 time in month ( ) c.more than 3 time in

month ( )

10. Compaire to other competitor.

a. Good ( ) b.best ( ) c. average ( ) d.not say

11. Will you purchase again.

A.definitily will ( ) b.probabily will ( ) not purchase ( ) c.not sure ( )

12. Whats quality of product according you .

a. Good ( ) b.best ( ) c. average ( ) d.not say

13. If you contact to customer care service then whats response.

a. Good ( ) b.best ( ) c. average ( ) d.non ( )

14.Anysuggestion
..
.

94

BIBLIOGRAPH
Y

95

1. Principles of marketing By PHILIP KOTLER.

2. http://pantaloon.futurebazaar.com/indexPantaloon.jsp.

3. http://en.wikipedia.org/wiki/Pantaloon_Retail_India.

4. http://business.mapsofindia.com/india-retail-industry/

5. http://wikipedia.org/wiki/Retailing_in_India.

96

Word of thanks
I am very thank full to all the people who help me out to establish
this report.

Deepak Sharma (store manager of pantaloons)

Sumit verma (department manager )

Deepak raj (team leader)

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