Summer Internship Project

Div C NCRDs Sterling Institute of Management Studies Lakhvinder Mehra Roll No. 18

STUDY OF CUSTOMER SERVICE OPERATION PROBLEMS AND MANAGEMENT AT

Presented To: Prof. R.K.Shrivastava Prof. Arjita Jain

MMS 2010-12, Semester III

Internal Guide
Prof. Seema Laddha
Project Duration

Company Guide
07 May 2011 to 07 July 2011
Mr. Manish Nair &

Mr. Ravinder Rajput

Location of Work
Thane

INDUSTRY OVERVIEW
Indian Retail Industry

Retailing is one of the pillars of the

economy in India and accounts for 13% of GDP Unorganized market: Rs. 583,000 crore Organized market: Rs.5, 000 crore Organized retail business in India is estimated to grow at $322 billion in 2006-07 to $590 billion in 2011-12 Unorganized 309 billion in 2006-07 to $ 496 billion in 2011-12 India has highest number of outlets per person (7 per thousand)

BIG BAZAAR (FUTURE VALUE RETAIL LTD.)

Introduction

Big Bazaar was launched in September, 2001 with the opening of

its first four stores in Calcutta, Indore, Bangalore and Hyderabad

Hypermarket retail chain

150 stores across the country

Motto of 'Is se sasta aur accha kahin nahin 1.6-lakh mass-market product ranges Hafte ka sabse sasta din Sabse Sasta 3 aur 5 Din

Introduction Conti..

Thane big bazaar is a 3 floor building Average footfalls of 4000 customers per day 50000 Sq.ft. retail space Consist of food bazaar, staples, safe zone,

electronics, warehouse, apparel,

Non food, home lilanan, crockery. Etc. Located mid of the residential area

RETAIL FORMATS OF FUTURE GROUP

BIG BAZAAR (FUTURE VALUE RETAIL LTD)

VISION AND MISSION

Group Vision Future Group shall deliver Everything, Everywhere, Every time for Every Indian Consumer in the most profitable manner. Group Mission We shall infuse Indian brands with confidence and renewed ambition. We shall be efficient, cost- conscious 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

Hierarchy of Big Bazaar

DEPERTMENT MANAGER
MARKETING MANAGER

STORE MANAGER

ASSISTANT STORE MANAGER

HR MANAGER

ASSIS.DEPER. MANAGER

CSD

VIDUAL MARCHANDISING

ASSIS.DEPER. MANAGER
CASHIER CSD
ADMINISTRATIOR

TEAM LEADER
SECURITY
MAINTANANCE

ASSIS.DEPER MANAGER

CUSTOMER SERVICE DESK

FUNCTIONS
Customer

assistance

Baggage Counter High value goods packaging

Exchange Counter
Security Refund Customer feedback program Other daily activity at CSD

TOPIC OF STUDY
Find out the increasing of refunds at the Customer service desk.

RESEARCH METHODOLO GY

Data Collection
Primary data
Observation method

Secondary data
Records maintain at the CSD Internet

Websites

STUDY OF REFUND PROCESS

Table 1: Per month Refund at Customer service desk
Reason Codes
1. 2. 3. 4. 5. Does not like Defective Bill issue / Barcode issue Offer not update Wrong billing

Refunds Avg. Per Month

630 90 60 870 180

Source Big Bazaar thane

Graph 1: Per month refund at the customer service desk

5. Wrong billing 10%

Refunds Avg. Per Month

1. Does not like 34%

4. Offer not update 48%

2. Defective 5% 3. Bill issue / Barcode issue 3%

Table 2: Weekly data of refund at the Customer service desk

Reason codes

Sunday

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

1. Does not like

42

21

30

27

30

2. Defective

3. Bill issue / Barcode issue 4.Offer not update

46

10

20

35

28

20

45

5.Wrong billing

Source Big Bazaar thane

5.Wrong billing 13%

Monday
1. Does not like 55%

5.Wrong billing 7%

Wednesday
1. Does not like 39%

4.Offer not update 27%

4.Offer not update 46%

3. Bill issue / Barcode issue 2.Defective 0% 5%

3. Bill issue / Barcode issue 7%

2.Defective 1%

5. Wrong billing 3%

Tuesday
1 Does not like 27%

5.Wrong billing 15%

Thursday

1. Does not like 13% 2. Defective 8% 3. Bill issue / Barcode issue 4%

4. Offer not update 61%

2. Defective 6% 4.Offer not update 60% 3.Bill issue / Barcode issue 3%

Friday
5.Wrong billing 16%

5.Wrong billing 9%

Saturday

1. Does not like 47% 4.Offer not update 35%

1. Does not like 31% 4.Offer not update 47% 2.Defective 6%

3. Bill issue / Barcode issue 0%

2. Defective 2% 5.Wrong billing 7%

3. Bill issue / Barcode issue 7%

Sunday
1.Does not like 41%

4.Offer not update 45%

2.Defective 3% 3. Bill issue / Barcode issue 4%

FINDINGS & CONCLUSION

On monthly basis & Weekly basis there is three main reasons of refunds

are reason code 1,4 & 5

On holidays refunds are more Reason code 2 and 3 are very less Highest percentage is to offer not update Inattentive of cashier causes increasing of wrong billing refunds There may be a Human or System error responsible while updating the

offer in the system

SOP process are not followed by the Cashier at the cash counter

FINDINGS & CONCLUSION

Conti

Scan machine problem may increases the wrong billing refund

Report of price mismatch should be considered seriously in order to avoid

future inconvenient problem

SOP process for Cashier should be followed under its Team Leader

RECOMMENDATION & SUGGESIONS

More advance technology used for updating the particular product

promotional offers
Proper training to be provider to the cashier in order to avoid the

wrong billing at the cash counter

The organization should adopt a new SOP for solving the problem

of increasing refund at the stores

Baggage counter should be computerize in order to efficient work

No. of cash counter needs to be increased keeping in view

customer traffic intensity, which may lead to decrease of stress of a single employee at the cash counter

LIMITATION OF THE STUDY

Time is a major constraint More of technical aspects Inadequate information from the staff because of their busy work Lack of knowledge about the SOP (Store operation process) among the staff Manager are less responsive because of their busy work schedule at the store

The data collected is subject to variations The study is mainly based on the available printed and published information and opinion of the officers and employees of the company