SIP @ PANTALOONS BBSR

1. ALISA MISHRA
SR. EXECUTIVE HUMAN RESOURCE
ADITYA BIRLA FASHION RETAIL
LIMITED, BHUBANESWAR
PROF. RAJ KAMAL VERMA
ASSISTANT DEAN
ASIAN SCHOOL OF BUSINESS
MANAGEMENT, BHUBANESWAR
IMPROVING THE HYGIENE HATRICK SCORE THROUGH MISSION
HAPPINESS:
WITH REFERENCE PANTALOONS, BHUBANESWAR
A Report Submitted to
Asian School of Business Management
In partial fulfillment of the requirements for award of the degree of
Post Graduate Diploma in Management
By
SURAJ KUMAR MEHER
PGDM/16-18/41
Under the guidance of
ASIAN SCHOOL OF BUSINESS MANAGEMENT
BHUBANESWAR
July, 2017

2. INTRODUCTION
MISSION HAPPINESS:-
 It was launched by Pantaloons.
 It describe about the happiness and satisfaction of the customer
during their shopping.
 It is the feedback system in which the customers rate the
services during their shopping.
 For example:- the customer who are satisfied, they are rating
like- 8, 9, 10 and who are dissatisfied, they are rating like- 1,
2, 3.

4. CONT….
HYGIENE HATRICK:-
It is the 3 parameters in which the customers gives their valuables
feedback. They are as follows:-
1. GREET THE CUSTOMER
2. EXPLAIN THE PRODUCT FEATURES
3. SUGGEST FOR TRAILS

5. IMPROVEMENT OF HYGIENIC
HAT TRICK
• The staffs and employees should be in proper dress code with
clean shaved.
• The staffs should greet each and every customer who are
coming to the Pantaloons. As the Pantaloons totally depends
on the customers.
• The staffs should deal the customer in a happy mood and
cheerful mind. By doing these types of activities the customers
will impressed and his/her mind will changes by seeing these
activities.
• The floor assistant and staff should have adequate knowledge
about each and every product. So that they can deal every
customer. And it is the duty of staff to explain the products
features to each and every customer and try to supply what the
customer needs. By doing these types of activities the
customer also show an interest to buy.

6. CONT…
• The Pantaloons should develop one strategy that if the
products features are to be hanged besides the products then
each and every customer should have a brief idea about the
product and after that if floor assistant attend and explain them
then surely the mind of customer will change to buy.
• And lastly the most important part, it is the duty of each and
every floor assistant to suggest every customer for trail.
Because it is place where the mind of customer changes.
• By doing above activities, the Hygienic Hat trick score will
increase above 90%

7. OBJECTIVE OF STUDY
• Understanding the expectations and requirements of all
your customers.
• Developing service and/or products standards based on
your findings.
• Examining trends over time in order to take action on a
timely basis.
• To analyze how the mix influence the customer
satisfaction level.
• To find out the buying behavior of the customers coming
in to Pantaloons.
• To identify the weak points why the customers are not
happy with our services.

8. RESEARCH METHODOLOGY
• Step1: Identify the Problem
• Step 2: Clarify the Problem
• Step 3: Clearly Define Terms and Concepts
• Step 4: Define the Sample
• Step 5: Develop the Instrumentation Plan
• Step 6: Collect Data
• Step 7: Analyze the Data

9. COMPANY PROFILE
 Pantaloons Retail (India) limited, is a large Indian retailer
owned by Aditiya birla group.
 Operates in multiple retail formats in both, value and lifestyle;
segments of the Indian consumer market.
 Pranab Barua (Managing Director)
 Headquartered in Mumbai.
 The company has over 1,000 stores across 71 cities in India
and employs over 40,000 people.
 According to the Brand Trust Report 2014, a study conducted
by Trust Research Advisory, Pantaloons featured among 100
most trusted brands in India

10. HISTORY
• Originally incorporated as Manz Wear Private Limited on
October 12, 1987.
• The Company’s name was changed to Manz Wear Limited on
September 20,1991, further to Pantaloon Fashions (India)
Limited on September 25, 1992 and to Pantaloon Retail (India)
Limited on July 7 1999
• First open showroom in Kolkata in 1997.
• Pantaloons previously owned by future group was taken over
by Aditya birla group in 2012
• After that it was named as Aditya Birla Fashion Retail Limited

11. LIMITATION OF STUDY
 Time constraints was the major limitations. The time period
was not sufficient to collect data from every customers.
 The study only made on Pantaloons Bhubaneswar so the data
collected is not sufficient.

12. FINDINGS
During my study at Pantaloons, I observed the following things:-
 Employees in Pantaloons are will are willing to help you
 Employees of Pantaloons have complete knowledge about the
products and able to answer their questions
 Employees of Pantaloons understand specific needs and have
great knowledge of all products & services.
 The customers at Pantaloons are satisfied with the quality of
the products.
 The customers at Pantaloons are satisfied with the price of the
products.

13. CONT…
 The customers did not like the discount scheme as more
because it is based upon season wise only.
 According to my survey, it has been found that staffs of
Pantaloons communicate in a language, which can be easily
understood by the customer.
 The employees of Pantaloons are trustworthy.
 The respondents are happier with location and cleanliness of
Pantaloons.
 In terms of overall visit experience, most of the customers
are satisfied.

14. RECOMMENDATIONS
 More innovative discount schemes should be introduced
 There should be a good parking facility.
 The store must use eco-friendly poly bags.
 A separate cash and delivery counter may be earmarked for the
senior’s citizens and also for the INSIGNIA customers.
 Communication skills of the employees are required to be
improved.
 Quality checking of products should be made.
 Pantaloons may consider e-commerce wing to increase the
customer base

15. CONCLUSION
Customer satisfaction is the biggest contributor for the
success of any retail store operations and Pantaloons is
one of the leading retail chains in India.
Customers are satisfied with the quality of the products
and its contemporary fashions.
Price is acceptable and payment process is smooth.
The overall service quality is highly satisfactory.