pantaloons

Project Topic A Study on the gap model of service quality of PANTALOONS:

Project Topic A Study on the gap model of service quality of PANTALOONS Presented by Suvashis Mahapatra (10DR009) Arka deep Dasgupta (10DR012) Subroto Bej (10DR015)

Content :

Content A. Introduction about the Retail Industry B. Introduction about the industry to which the company belong to. C. Service Classification of the company D. Service marketing Mix analysis of the company E. Service Blueprint of the company F. Theoretical overview of the terms used in the SERVQUAL gap model. G. Study on the customer gap of that company H. Study on the provider gap of the company. The gaps may include: a. Gap-1 ,Gap -2,Gap-3,Gap-4 I. Analyze each gaps and the factors leading to the respective gaps J. Gap reduction strategies that the company is practicing

Indian Retail Sector:

Indian Retail Sector Retail Sector is the most booming sector in the Indian economy. Some of the biggest players of the world are going to enter the industry soon. It is on the threshold of bringing the next big revolution after the IT sector. The sector contributes 10% of the GDP, and is estimated to show 20% annual growth rate by the end of the decade as against the current growth rate of 8.5%. There are about 300 new malls, 1500 supermarkets and 325 departmental stores currently being built in the cities across India.

Introduction about the company :

Introduction about the company Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of India’s leading business houses with multiple businesses 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 80 cities in India,13.2 million employs over 30,000 people. The company’s 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 Sitara. The company also operates an online portal, futurebuzzar.com

Introduction about the industry to which the company belong to. :

Introduction about the industry to which the company belong to. Future Group India was established in 1994 with a vision to provide diverse services in Indian and Global markets. The business areas of Future Group cover BPO (Business Process Outsourcing), New Media, Security Management, and Construction. Through their strategic investment and services, the future of Future Group shows a rising star in the business sky of India. FUTURE RETAIL: The retails businesses of Future Group in India are divided into three main categories: Pantaloon Retail India Limited The leading retail formats under this include: Pantaloons Stores Big Bazaar Central Food Bazaar Home Town E Zone Depot Health & Beauty Malls Online retail through futurebazaar.com

Cont…:

Cont… Joint Ventures with International Brands Indus League Clothing that owns leading apparel brands like Indigo Nation, Scullers and Urban Yoga Galaxy Entertainment Limited that operates Bowling Co, Sports Bar, F123 and Brew Bar French retailer ETAM group, US-based stationary products retailer, Staples and UK-based Lee Cooper. Franchisee of international brands like Marks & Spencer, Next, Debenhams and Guess in India Indian Joint Venture Partners Manipal Healthcare Talwalkar's Blue Foods Liberty Shoes.

Companies Line of Business:

Companies Line of Business

Lines of Business:

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),IPM MEERUT(JV) General Merchandise - Big Bazaar, Shoe Factory, Navras, Electronics Bazaar, Furniture Bazaar, KB'S FAIR PRICE Electronics - eZone, Electronic Bazzaar, 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, Tulsi Telecom & IT - Gen M, M Bazaar, M-Port, ConvergeM, Future Axiom Consumer Durables - Koryo, Sensei, IPAQ Service - E Care, H Care , Design & Service Malls - Central (Bangalore, Hyderabad, Pune, Mumbai, Vadodara, Gurgaon, Indore, Ahmedabad) Investment & Savings - Insurance: ULIP, Pension, Endowment etc.

Service Classification of the company :

A service is an act of performance offered by one party to another. Classification of service benefit, such as providing better understanding of particular service under consideration, this assisting in the development of marketing strategy and tactics. Service Classification of the company

Classification Level :1-Nature of organization:

Classification Level :1-Nature of organization Category Option Pantaloons Purpose(Satisfy needs of) Individual Business Both Purpose is to satisfy the needs of both Business and individual Structure Profit Non Profit Pantaloons is profit oriented Type Public Private Pantaloon is public Organization

Level:2-Nature of service:

Level:2-Nature of service Category Option Pantaloons Degree of Tradability Embodied Service Pure Service Degree of Tradability in Pantaloons is Pure Service & embodied service Service directed Towards Individuals Things Service in Pantaloons is directed towards Individual Degree of Merchantability High Medium Low Degree of Merchantability in Pantaloons is high

Level:3-Customer Relationship:

Level:3-Customer Relationship Category Option Pantaloons Type of Relationship Formal Informal Both In Pantaloons the type of Relationship with the customer is formal as well as Informal Degree of Participation (DP) Customer must be present Customer must start and finish the service Customer has to start the service Customer has to finish the service Degree of participation in Pantaloons is the Customer must be present & customer must start and finish the service

Level:4-Nature of demand:

Level:4-Nature of demand Category Option Pantaloons Level of Demand Demand Exceeds Capacity Demand Does not exceeds capacity In Pantaloons Level of Demand sometime exceeds Capacity Degree of Fluctuation Wide Narrow Variable No Fluctuation Degree of Fluctuation in Pantaloons is variable

Level:5-Service package:

Level:5-Service package Category Option Pantaloons Number of Services and Goods One Service One Service-One Good One Service-Multiple Goods Multiple Services Multiple Services-One Good Multiple Services-Multiple Goods In Pantaloons they provide Multiple Services with multiple goods Units of Service Defined by situation Defined by time Both Units of service is defined by both time and situation

Level:5-service package…conti…:

Level:5-service package… conti … Category Option Pantaloons Degree of Equipments base High Medium Low Degree of Equipment base in Pantaloons is very high Degree of Customization High Medium Low Degree of Customization in Pantaloons is highly modified Degree of Durability High Medium Low Relative to Customer Degree of durability in Pantaloon is relative to customer

Level:6-Delivery method:

Level:6-Delivery method Category Option Pantaloons Availability of Service One Site Multiple Site Availability of service in Pantaloons is multiple site Nature of Delivery Continuous Discrete Both Nature of Delivery in Pantaloons is continuous Type of Consumption Independent Collective Both Type of Consumption in Pantaloons is collective Allocation of Capacity Reservation Order-of-arrival Preferential Reservation and order-of-arrival Reservation and Preferential Order-of Arrival and Preferential All Allocation of capacity in PVR is by all method

Service marketing Mix analysis of the company :

Service marketing Mix analysis of the company Services are produced and consumed simultaneously. Customers want intangible services Nature of the service

PRODUCT:

PRODUCT E-commerce:pantaloons website futurebazaar.com has revolutionzed the e-commerce business in india. FOOD:In food business the group offers a vast of options. Food bazaar:A chain of large supermarket brew bar,a beer bar,café bollywood a national chain of snack counters and a sporty bar. Fashion:The group have variety of option in fashion.its brand include All,blue sky,gimi and jonny and pantaloons top 10.

Contd.:

Contd. Home and Electronics: Collection i:it is a lifestyle furniture store Electronic bazaar:offers branded electronic goods and appliances. E-zone:trendiest electronic items Furniture bazaar:entire range of home furnitures Home town:one stop destination for all the home needs.

Cont……..:

Cont…….. General Merchandise:it include big bazzar, shoe factory,brand factory,central,blue sky Leisure entertainment:bowling co,central offering multiplex,F123 offers a wide range of gaming option. Willingness and Beauty: Health village:a store that offers spa and yoga Salon for man and woman:tulsi,turmeric,hair product and bath accessories. Books and music:future group offers ‘DEPOT’ a store of books,cds and stationary items.

PRICE :

PRICE Pantaloons india has brought a whole new revolution when it comes to pricing strategy through big bazaar and food bazaar. Pantaloons offers affordable price to branded garments. More than 70% of sales at pantaloons consists of price labels like john miller,HNY etc They offer different types of price like seasonal price,discount price,bundle price.

PLACE:

PLACE The company operates over 12 million sq.ft of retail space Has over 1000 stores across 71 cities in india and 65 in rural cities They are planning to have 3000 new store by 2011 They are targeting tier2 and tier3 cities which has huge unleashed potential

PROMOTION:

PROMOTION The use television,magazines,newspaper etc They have giant ventures and alliances with many companies to promote the brand To gain customer loyalty pantaloons launched following loyalty programmes Green card Kids bank Gift vouchers

Cont…..:

Cont….. 4.Weekend adventure programmes To promote the product they use bollywood film stars,regional film star and models.

PEOPLE:

PEOPLE At the senior management level the group hired high profile executive from popular organisation. They provide training to the freshers To motivate employees they provide rewards and incentive

PROCESS:

PROCESS Pantaloons retail has implemented SAP in keeping pace with the technology They are in a process setting up a SAP consultancy software

PHYSICAL EVIDENCE:

PHYSICAL EVIDENCE They assign their services at the top most level The employees are properly groomed They choose the best location

Service Blueprint of PANTALOONS:

Service Blueprint of PANTALOONS PHYSICAL EVIDENCE CUSTOMER ACTIONS ONSTAGE CONTACT EMPLOYEE ACTION BACK STAGE CONTACT EMPLOYEEACTION SUPPORE PROCESS

Blue print analysis:

Blue print analysis Stages are 1 st 2 nd 3 rd 5 th 7 th 8 th 10th 12th 13th

F. Theoretical overview of the terms used in the SERVQUAL gap model. :

F. Theoretical overview of the terms used in the SERVQUAL gap model. The Customer Gap Not Knowing What customer expect Not Selecting the right service design & standards Not delivering to service designs & standards Not matching performance to promises

Slide 33:

Customers’ Service Expectations CUSTOMER SERVICE ORGANIZATION Service Quality Gap Customers’ Service Perceptions GAP 5 Organization’s Understanding of Expectations Organization’s Service Standards Organization’s Service Performance Organization’s Communications to Customers Market Information Gap Service Performance Gap Internal Communication Gap Service Standards Gap GAP 1 GAP 2 GAP 3 GAP 4

Gap 2:

Gap 2 Customer- driven service Designs & standards Management perception Of customer expectations 1.Poor service design -Unsystematic new service development process Un defefined service designs Failure to connect service design to service positioning 2.Absence of process management to focus on customer Requirements -absence of process management to focus on Customer requirements -absence of formal process for setting service quality goals 3. Inappropriate physical evidence & servicescape Failure to develop tangibles in line with customer expectations -servicescape design that does not meet customer needs - Inadequate maintenance & updating of the servicescape

Service facility:

Service facility e- purchase facility Relaxed return policy Home delivery T-24 Green card facility Exclusive Sale Preview Exclusive Billing Counters Complimentary Home Delivery Instant Discounts Relaxed Return Policy Complimentary Parking SEND GIFTS TO INDIA Birthday Anniversary Love & Romance Gifts For Him Gifts For Her Flowers Chocolates & More Exquisite Cakes Gift Vouchers Personalized Gifts Spiritual Products Soft Toys Unique Gifts Leather Accessories Skin Care Gifts to U.S.A

Gap 2 start :

Gap 2 start Management may understand & know what customer want but fail to translate these expectations into the correct specification

Complains :

Complains Problem in Alteration Problem in gift voucher to cash Problem in billing in bulk Problem in e- purchasing (futurebazzar.com) Problem in replacement Problem in wrong billing Sending gifts in India Problem in prepaid card T24

Gap reduction strategies that the company is practicing :

Gap reduction strategies that the company is practicing Employee training Taken the help from 3 rd party for survey Made one team for handling this

Slide 39:

Thank you