Professional Documents
Culture Documents
Introduction
A chain of shopping malls in India currently with 101 outlets owned by Kishore Biyani Future Group Reflects the look and feel of Indian bazaars at their modern outlets A few thousand customers on any regular day 1,70,000 products under one roof Saravana Stores, Chennai 1,37,367
Communication Strategies
Customer Communication Internal Communication
Outward
Top-down
Inward
Floor Level
Customer Communication
Announcements
Employee Communication
Newspapers
Leaflets
Digital
Mahabachat
3 4
5
6 7
Juice Festival
Dal chawal mela Monthly Bachat Bazaar
Internal Communication
Top-Down
Notices a) Roaster : Weekly Schedule of the workers b) Perk Achievement : Sales Target c) SOP : Training of Employees CH Intranet Internal Network NCR WEBEX Video Conferencing
ch
CHMumbai
ch
ch
On Floor Communication
Customer Sewa Desk : A place where all the queries and issues are logged and then forwarded to respective verticals. Intranet for local communication
Counter
CSD
Vertical
HQ(Mumbai)
Country Head
Business Head
DGM
AM
SM
ASM
ADM/DM
TL
TM
Strengths: Better understanding of the customers Vast range of products attracts customers to shop with family Benefit of early entry into retail industry Diversified business operating pan India Scale of business
Weakness: High cost of operation dude to high fixed cost Very thin margin High attrition rate of employees
SWOT
Opportunity: Lot of potential in rural market Can enter into production of various products due to its In depth understanding of customer taste and preference Can easily expand in smaller cities where there is lot of opportunity
Threats: High business risk involved Lot of competitors coming up to tap the market Margin of business keeps on reducing all the time.
What we recommend!
Our take!
Retailing through internet an web based technologies
Training must be provided to sales personnel for counters as well as other function also
Stress Buster Exercises Improvised billing to reduce waiting time for customers More brands should be included
Seating arrangements
Home Delivery
Aggressive expansion in Tier 2 cities Store personnel should be more friendly and easily accessible Effective after Sales service
Tie up with telecom companies for promotions Extensive Distribution network to lap up any opportunity from foreign entrants
End!