group 2 final ppt (1)
TRANSCRIPT
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.
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7 P’s
Process
Product
Price
PromotionPlace
People
Physical
Evidence
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Apparels
Food
Farm product
Chill station
Home and Personal Care
Electronic Bazaar
Fashion and jewellery
Furniture bazaar
Child care and toys
Other services
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Time pricing
Value Pricing
Promotional pricing
Bundling
Low interes
Psycholog
Special e
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4/16/2012 Big Bazaar XIDAS, Jabalpur
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•“ saal ke sabse saste 3 din “
• FUTURE CARD
• SHAKTI Card
• Exchage offers
• BRAND AMBASSADOR : M S Dhoni, Asin
• ADVERTISEMENTS: Print Ads, TV, Radio
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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
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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
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PROCESS
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“enabling the promise”
“delivering the promise”
“setting
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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
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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
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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
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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
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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
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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.
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Service Encounters Cascade
Parking
Security
check (IN) Registration
desk
Product
search Billin
count
Secu
che
(OU
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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..
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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
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•
CRM
Metro Cash and carry card
Gold and silver membership/Band
Transport facility to nearby ar
Offers at fingertips: SMS, Mails.
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METRO offer booklet @ every fortnigh
offers on over 300 products, highligh special events
Huge Discounts
Replacement
CRM
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