Lakhvinder C-18

8/3/2019 Lakhvinder C-18

1/20

STUDY OFCUSTOMER SERVICE OPERATION PROBLEMS AND

MANAGEMENTAT

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

MMS 2010-12, Semester III

Summer Internship Project

NCRDs Sterling Institute of Management Studies

Div C Lakhvinder Mehra Roll No. 18


2/20

Internal Guide

Prof. Seema Laddha

Company Guide

Mr. Manish Nair &

Mr. Ravinder Rajput

Project Duration

07 May 2011 to 07 July 2011

Location of Work

Thane


3/20

INDUSTRY OVERVIEW

Retailing is one of the pillars of theeconomy 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 isestimated 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 perperson (7 per thousand)

Indian Retail Industry


4/20

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

BIG BAZAAR (FUTURE VALUE RETAIL LTD.)

Introduction


5/20

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

Introduction

Conti..


6/20

RETAIL FORMATS OF FUTURE GROUP


7/20

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

BIG BAZAAR (FUTURE VALUE RETAIL LTD)

VISION AND MISSION


8/20

STORE

MANAGER

DEPERTMENTMANAGER MARKETINGMANAGER HRMANAGER ASSIS.DEPER.MANAGER CSD VIDUAL

MARCHANDISING

ASSIS.DEPER.

MANAGER

TEAM

LEADERCASHIER CSD ADMINISTRATIOR

MAINTANANCESECURITYASSIS.DEPER

MANAGER

Hierarchy of

Big Bazaar ASSISTANTSTOREMANAGER


9/20

CUSTOMER SERVICE DESK

FUNCTIONS

Customer assistance

Baggage Counter

High value goods packaging Exchange Counter

Security

Refund

Customer feedback program

Other daily activity at CSD


10/20

TOPIC OF STUDY

Data Collection

Secondary data

Find out the increasing of refunds at the Customer service desk.RESEARCH METHODOLO GY

Primary data

Observation method

Records maintain at the

CSD

Internet

Websites


11/20

Table 1: Per month Refund at Customer service

deskReason Codes Refunds Avg. Per Month1. Does not like 6302. Defective 903. Bill issue / Barcode issue 60

4. Offer not update

870

5. Wrong billing 180

STUDY OF REFUND PROCESS

Source Big Bazaar thane


12/20

1. Does not like

34%

2. Defective

5%

3. Bill issue /

Barcode issue

3%

4. Offer not

update

48%

5. Wrong billing10%

Refunds Avg. Per Month

Graph 1: Per month refund at the customer service desk


13/20

Reason codes Sunday Monday Tuesday Wednesday Thursday Friday Saturday

1. Does not like 42 21 9 30 6 27 30

2. Defective 3 2 2 1 4 1 6

3. Bill issue /

Barcode issue4 0 1 5 2 0 7

4.Offer not

update46 10 20 35 28 20 45

5.Wrong billing 7 5 1 5 7 9 9

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

Source Big Bazaar thane


14/20

1. Does not

like

55%

2.Defective

5%

3. Bill issue /

Barcode

issue

0%

4.Offer not

update27%

5.Wrong

billing

13%

Monday

1 Does not like

27%

2. Defective

6%

3.Bill issue /

Barcode issue

3%

4. Offer not

update61%

5. Wrong

billing

3%

Tuesday

1. Does not like

39%

2.Defective

1%3. Bill issue /

Barcode issue

7%

4.Offer not

update

46%

5.Wrong billing

7%Wednesday

1. Does not like

13%

2. Defective

8%

3. Bill issue /

Barcode issue4%

4.Offer not

update

60%

5.Wrong billing

15% Thursday


15/20

1. Does not like

47%

2. Defective2%

3. Bill issue /

Barcode issue0%

4.Offer not

update

35%

5.Wrong billing

16%

Friday

1. Does not like

31%

2.Defective

6%

3. Bill issue /

Barcode issue

7%

4.Offer not

update

47%

5.Wrong billing

9%

Saturday

1.Does not like

41%

2.Defective

3%

3. Bill issue / Barcode

issue

4%

4.Offer not update

45%

5.Wrong billing

7% Sunday


16/20

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


17/20

FINDINGS & CONCLUSION

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

Conti


18/20

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


19/20

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


20/20

Documents

Lakhvinder C-18