group 2 final ppt (1)

8/2/2019 Group 2 Final Ppt (1)

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Founded in 2001

By -Mr. Kishore Biyani.Owned by- Future Group

Target market- higher and upper middle class-customers.

The large and growing young working population is a preferred

customer segment.



7 P’s

Process

Product

Price

PromotionPlace

People

Physical

Evidence



Apparels

Food

Farm product

Chill station

Home and Personal Care

Electronic Bazaar

Fashion and jewellery

Furniture bazaar

Child care and toys

Other services



Time pricing

Value Pricing

Promotional pricing

Bundling

Low interes

Psycholog

Special e



http://3.bp.blogspot.com/_DYoekmvv2XA/SAMa8ztmw3I/AAAAAAAAAOE/opPnrrvCn8k/s1600-h/Dhoni-BigBazaar.jpg



4/16/2012 Big Bazaar XIDAS, Jabalpur

http://saleraja.com/wp-content/uploads/2009/02/big-bazaar2.png

http://3.bp.blogspot.com/_DYoekmvv2XA/SAMa8ztmw3I/AAAAAAAAAOE/opPnrrvCn8k/s1600-h/Dhoni-BigBazaar.jpg

http://saleraja.com/wp-content/uploads/2009/02/big-bazaar2.png



•“ saal ke sabse saste 3 din “

• FUTURE CARD

• SHAKTI Card

• Exchage offers

• BRAND AMBASSADOR : M S Dhoni, Asin

• ADVERTISEMENTS: Print Ads, TV, Radio



Located in tier 1 and tier 2 cities- 74 cities with 133 outlets

Hyper market spread over 40k-45k sq ft, super centre over 1

Launched a website

*Future/ potential development areas

Location selected on the basis of following criteria:

*High traffic areas

*Major roadways in the vicinity



People are the customers which are biggest asset of the company

Employ around 500 employees per month

Well trained staff at stores to help people with their purchases

Well dressed staff improves the overall appearance of store

Willing to help attitude and well groomed

Use scenario planning as a tool for quick decision making

Staff at store to keep baggage and security guard at every gate makes for customer frien



PROCESS



“enabling the promise”

“delivering the promise”

“setting



GAP -1 : NOT KNOWING WHAT THE CUSTOMER EXPECT

•Meat and fish not available. •In house brand/ Private label - Srishti, Pink & blue

•Special Deals /Discounts.

•Efficient upward communication•Building relationship

•Apt service recovery

GAP -2 : NOT SELECTING THE RIGHT SERVICE DESIGNS AN

• Confusion when changes in layout.

• Long Waiting time in peak hours at cash counters

• Over crowding during offers



GAP -3 : NOT DELIVERING TO SERVICE STANDARDS

•High attrition rate since low pay scale.

• Lack of knowledgeable staff

GAP -4: NOT MATCHING PERFORMANCE TO

• Strong communication strategies through adv

• Manages customer expectations to a satisfact

• Same policies and procedures at all outlets

•Never over promising

Efficient training



Ser

Qu

Reliability

Responsiveness

Assurance

Empathy

Tangibles

Accurate & error

free transactions,

Quality of the

products

Speed of response to

complaints, Service

without delays

Cleanliness ,

Ambience, layout,

display designs, staff

in uniforms

Is se sasta aurachha kahin nahi

Ease of Communication,

Attention and Patience of the sales staff



Dr. Otto Beisheim in 1964 he opened the first METRO Cash & Ca

in Germany.

Ranks No. 1 worldwide in self-serve wholesale wholesale

METRO Group today, is the third largest trading and retailin

world

Motto:"From professionals for professionals“

Caters to commercial customers, such as small and medium-sizerestaurants, cafeterias, hotels and other service providers as wel



Three store formats: Classic, Junior and ECO

METRO Cash & Carry started operations in Ind

2003 with two Distribution Centres in Bangalo

Presence at Mumbai, Bangalore, Hyderabad, KLudhiana, Jalandhar, Delhi



Predicted

Service

Explicit Service

Promises

Implicit Service

Promises

Word-of-Mouth

Past ExperienceZone

of

Tolerance

Desired Service

Adequate

Service

F

Re

Cu

la

offers 18000 articles

at the best

wholesale prices

Availability,Facilities,

Pricing etc.



Service Encounters Cascade

Parking

Security

check (IN) Registration

desk

Product

search Billin

count

Secu

che

(OU



Service Encounters Research

Scenario

Billing mistake.. Charged Rs 800 for

sport shoes which are not purchasedMistake identified by the customer..Customer goes back to METRO cashand complains..



Service Encounters Resear

.

Service Encounters Research

Coping:

Listening to the customers problem

regarding the false charges in the bill

Recovery:

Apology for the billing mistake reason being a technical error in the

system.

Adaptability:

Accepting the billing mistake, Rs 800 falsely

chargedAdaptability:

Spontaneity:

As a solution, 800 Rs will be deducted from

the next amount of purchase

CRM



•

CRM

Metro Cash and carry card

Gold and silver membership/Band

Transport facility to nearby ar

Offers at fingertips: SMS, Mails.



METRO offer booklet @ every fortnigh

offers on over 300 products, highligh special events

Huge Discounts

Replacement

CRM

group 2 final ppt (1)

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