A PROJECT ON

SUPPLY CHAIN
MANAGEMENT
B I G
B A Z A A R

SUBMITTED TO

Prof. VikramTrivedi

Logistics and Supply Chain Management

Topic: Supply Chain Management of Big Bazaar.

Submitted By:
1. Shubham Bangde

06

2. Carin Fernandes

21

3. Daisy Louis

31

4. NilmaPais

39

5. GauriVidhlani

48

6. Salina Sheikh

52

Submitted To:
Mr.Vikram Trivedi.

CERTIFICATE
ST. GONSALO GARCIA COLLEGE.

This is to certify that the following people

Shubham Bangde

06

Carin Fernandes

21

Daisy Louis

31

NilmaPais

39

GauriVidhlani
Salina Sheikh

48
52

Has completed their Project Report on the topic Supply Chain

Management of Big Bazaarunder the guidance of Mr. Vikram
Trivedi

ACKNOWLEDGEMENT
We have been proud to be assigned this project i.e. A STUDY
OF SUPPLY CHAIN MANAGEMENT OF BIG BAZAAR.
Before we get into thick of things we would like to add few felt
words for the people who were part of this project in numerous
ways. So we take this opportunity to offer thanks to all the
people without whose help this would be a very difficult task
indeed.
We are thankful to Prof. Vikram Trivedi for his help, guidance
and valuable advice without which this project couldnt have
been a reality.
And most importantly we would like to thank the Departmental
Manager of Food Section of Big Bazaar Mr. Devendra Pawar for
providing us with all the information which helped us make this
project in a proper manner.

EXECUTIVE SUMMARY
The study of supply chain management of big bazaar enabled us
to understand the activities performed to manage the supply
chain as well as logistics in big bazaar. Unlike other
organization normal supply chain management process which
involves purchase of raw material,manufacturing,packaging etc
is not followed in big bazaar. As big bazaar is a retail outlet
these participants are excluded from the process.
Each participant in the process of supply chain
management plays a vital role. Various participants such as
suppliers, distribution channel,retailer,customers are involved.
The products in big bazaar are ordered as per the demand and
requirement of retailers which is based on the demand of the
final consumer. The whole process of supply chain management
is based on the demand of various products by consumers.
Reverse logistics also play a vital role. But reverse logistic
activities are performed only in case of selected product.
Perishable products are excluded from reverse logistics.
Big bazaar avails the customer with the facility of shopping
less than one roof. And this is made available because of the
successful implication of supply chain management. There are
many difficulties faced by big bazaar but they are solved and
improvisation is made in the supply chain management process.
And thus us his big bazaar manages to act as a leading retail
outlet across India.

INDEX
1. DEFINATION
2. INTRODUCTION
3. HISTORY
4. EVOLUTION
5. FEATURES
6. ADVANTAGES& DISADVANTAGES
7. ELEMENTS
8. PARTICIPANTS
9. PROCESS
10. IMPORTANCE
11. REVERSE LOGISTICS
12. INTRODUCTION TO BIG BAZAAR
13. PRACTICAL ANALYSIS OF BIG BAZAAR
14. CONCLUSION
15. BIBLOGRAPHY
16. ANNEXURE

SUPPLY CHAIN
MANAGEMENT
PART 1

Definition
As per definition SCM is the management of a network of all
business processes and activities involving procurement of raw
materials, manufacturing and distribution management of
Finished Goods. SCM is also called the art of management of
providing the Right Product, At the Right Time, Right Place and
at the Right Cost to the Customer.

Introduction
A supply chain is a network of facilities and distribution options
that performs the functions of procurement of materials,
transformation of these materials into intermediate and finished
products, and the distribution of these finished products to
customers. Supply chains exist in both service and
manufacturing organizations, although the complexity of the
chain may vary greatly from industry to industry and firm to
firm.

Supply chain management (SCM) is the management of the

flow of goods and services. It includes the movement and
storage of raw materials, work-in-process inventory, and
finished goods from point of origin to point of consumption.
Interconnected or interlinked networks, channels and
node businesses are involved in the provision
of products and services required by end customers in a supply
chain. Supply chain management has been defined as the
"design, planning, execution, control, and monitoring of supply
chain activities with the objective of creating net value, building
a competitive infrastructure, leveraging worldwide logistics,
synchronizing supply with demand and measuring performance
globally."
SCM draws heavily from the areas of industrial
engineering, systems engineering, operations
management, logistics, procurement, and information
technology, and strives for an integrated approach.
The term "supply chain management" entered the public domain
when Keith Oliver, a consultant at Booz Allen Hamilton, used it
in an interview for the Financial Times in 1982. The term was
slow to take hold. It gained currency in the mid-1990s, when a
flurry of articles and books came out on the subject. In the late
1990s it rose to prominence as a management buzzword, and
operations managers began to use it in their titles with increasing
regularity.

Commonly accepted definitions of supply chain management

include:

The management of upstream and downstream value-added

flows of materials, final goods, and related information
among suppliers, company, resellers, and final consumers.

The systematic, strategic coordination of traditional

business functions and tactics across all business functions
within a particular company and across businesses within the
supply chain, for the purposes of improving the long-term
performance of the individual companies and the supply
chain as a whole.

A customer-focused definition is given by Hines "Supply

chain strategies require a total systems view of the links in the
chain that work together efficiently to create customer
satisfaction at the end point of delivery to the consumer. As a
consequence, costs must be lowered throughout the chain by
driving out unnecessary expenses, movements, and handling.
The main focus is turned to efficiency and added value, or the
end-user's perception of value. Efficiency must be increased,
and bottlenecks removed. The measurement of performance
focuses on total system efficiency and the equitable monetary
reward distribution to those within the supply chain. The
supply chain system must be responsive to customer
requirements.

History
Six major movements can be observed in the evolution of supply
chain management studies: creation, integration, and
globalization, specialization phases one and two.

Creation
The term "supply chain management" was first coined by
Keith Oliver in 1982. However, the concept of a supply
chain in management was of great importance long before,
in the early 20th century, especially with the creation of the
assembly line.
However, the term became widely adopted after the
publication of the seminal book Introduction to Supply
Chain Management in 1999 by Robert B.

Integration
This era of supply chain management studies was
highlighted with the development of electronic data
interchange (EDI) systems in the 1960s, and developed
through the 1990s by the introduction of enterprise resource
planning (ERP) systems. This era has continued to develop
into the 21st century with the expansion of Internet-based
collaborative systems. This era of supply chain evolution is
characterized by both increasing value added and cost
reductions through integration.

 Globalization
The third movement of supply chain management
development, the globalization era, can be characterized by
the attention given to global systems of supplier
relationships and the expansion of supply chains beyond
national boundaries and into other continents. This era is
characterized by the globalization of supply chain
management in organizations with the goal of increasing
their competitive advantage, adding value, and reducing
costs through global sourcing.

Specialization era (phase I): outsourced

manufacturing and distribution.
In the 1990s, companies began to focus on "core
competencies" and specialization. They abandoned vertical
integration, sold off non-core operations, and outsourced
those functions to other companies. This changed
management requirements, by extending the supply chain
beyond the company walls and distributing management
across specialized supply chain partnerships.
The specialization model creates manufacturing and
distribution networks composed of several individual
supply chains specific to producers, suppliers, and
customers that work together to design, manufacture,
distribute, market, sell, and service a product. This set of
partners may change according to a given market, region,
or channel, resulting in a proliferation of trading partner
environments, each with its own unique characteristics and
demands.

 Specialization era (phase II): supply chain

management as a service.
Specialization within the supply chain began in the 1980s
with the inception of transportation brokerages, warehouse
management (storage and inventory), and non-asset-based
carriers, and has matured beyond transportation and
logistics into aspects of supply planning, collaboration,
execution, and performance management. This variability
has significant effects on supply chain infrastructure, from
the foundation layers of establishing and managing
electronic communication between trading partners, to
more complex requirements such as the configuration of
processes and work flows that are essential to the
management of the network itself.
Supply chain specialization enables companies to
improve their overall competencies in the same way that
outsourced manufacturing and distribution has done; it
allows them to focus on their core competencies and
assemble networks of specific, best-in-class partners to
contribute to the overall value chain itself, thereby
increasing overall performance and efficiency.

Evolution
The main driving force behind the development of SCM over
the past 20 years has been the desire to minimize inventory
level. In the 1980s companies discovered new manufacturing
techniques that allowed them to reduce costs and better compete
in different markets.
Strategies such as just-in-time, manufacturing, team
manufacturing, total quality management, and other became
very popular and vast amount of resources were invested in
implementing these strategies.
If we peep into the history of supply chain management, we
found that SCM is only half century old concept. The birth of
supply chain management as a discipline was given by world
renowned management guru, Peter Drucker. Over the years, the
function of distribution, logistics, materials management and the
integration of all these activities have gain significant
importance.

From 1970s to early 1980s:

This period of supply chain management was characterized by
large scale changes, re-engineering, downsizing driven by cost
reduction techniques and widespread attention to the Japanese
manufacturing techniques.
In the early 1990s:
In the early 1990s industries began to focus on Core
Competencies and adopted a specialization model. Companies
abandoned vertical integration, sold off non-core operations, and
outsourced those functions to other companies. Thus managing
inventory levels was the sole responsibility of vendors. The
retailer was supposed to send the sales and inventory data to the
vendor via EDI.
Late 2010 (Last 20 years):
In the last twenty years especially after year 2000. Outsourced
technology hosting for supply chain solutions was replaced by
on-demand model from approximately 2003- 2006 to the
software as a service (SaaS) model currently in focus today.
Furthermore, the last two decades have seen the introduction of
large number of operation and quality management and control

issues like JIT (Just-in-time), ZI (Zero Inventory), TQM (Total

Quality Management), ECR (Efficient Customer Response),
VMI (Vendor Managed Inventory) and CD (Cross docking).

Features
Supply chain management features allow companies to run
businesses more effectively. Finding the right software that will
make your company shine is the key to a great business
decision. There are a few key supply chain management features
that you want to look for when you are searching for supply
chain vendors. If you can find these six features in your software
then chances are you are making a great business decision.

Management of Inventory

One of the supply chain management features that you want to

look for is excellent inventory management. The software
should be able to maintain stability with tracking of inventory as
well as the finished goods. This function should also include the
ability to track materials needed for production and eliminate
any excess waste that may be costing your company extra
money. This will not only help with the reducing of cost spent
on materials, but also on the issue of storage.

Managing of Orders

Another of the key supply chain management features is the

ability to manage orders through your company. Your new
software should be able to manage an order from the time it is
placed until the time it is delivered as a finished product. This
helps make everyone accountable for the work they do as well
as keeping everyone working efficiently. This will improve your

customer service abilities when your customer sees that they are
still getting the same quality product but at a quicker rate.

Procurement
One key supply chain management feature is the ability to create
lasting relationships with your clients. In doing this you want to
make sure that all tasks associated with a particular order are
being tracked properly. This will help you not only in your
customer service area but also in the area of negotiating for
sales. If you are able to give a more definite finish date for a

product then you are more likely to earn their trust and win the
sale.

Logistics

As your company expands, you want to make sure your software

will expand with you. You want to make sure you have a supply
chain management feature that will allow your company room to
grow; whether locally or globally.

This will help to save your money in the long run because no
further software will need to be purchased to keep your
company running. Downtime can be the biggest cost to a
company and by choosing the right software you will not have
that worry on your shoulders.

Planning and Forecasting

If your company produces a product that is popular around

holiday times then you want to be able to predict the demand
you may have at a certain time of year. The right supply chain
management features will help you in this battle by looking at
years past data and seeing where you will be at that same time in
the year. This is a great asset to have so that your planning and
scheduling can be right on target.

Managing of Returns

Finally, the last supply chain management feature to mention is

the return management. If your product is defective or broken
when it arrives at your customers location then chances are you
are going to have a very unhappy customer. Let your supply
chain management feature handle this for you. The automatic
processing of claims is one way that the software will help
eliminate this headache.

Advantages
Supply Chain Management helps to increase savings in
labor and procurement costs.
Supply Chain Management helps to achieve better
inventory control.
Supply Chain Management is used to get better control
over suppliers.
Supply Chain Management is used to provide better
information on customer needs, tastes etc.
Supply Chain Management is used to lower transportation,
warehousing and packaging costs.
Supply Chain Management allows higher discount on price
to wholesaler due large order size.

Disadvantages
Sometimes Supply Chain Management can be very
expensive to implement.

 Competitors can easily copy the strategy of Supply Chain

Management.
For better Supply Chain Management, proper skills and
experience is required to achieve success.
Sometimes in Supply Chain Management various functions
may be difficult to manage.
In Supply Chain Management there may be staff resistance.

Elements of the Supply Chain

A simple supply chain is made up of several elements that are
linked by the movement of products along it. The supply chain
starts and ends with the customer.
Customer:The customer starts the chain of events when
they decide to purchase a product that has been offered for
sale by a company. The customer contacts the sales
department of the company, which enters the sales order for
a specific quantity to be delivered on a specific date.

If the product has to be manufactured, the sales order will

include a requirement that needs to be fulfilled by the
production facility.
Planning:The requirement triggered by the
customers sales order will be combined with
other orders. The planning department will
create a production plan to produce the
products to fulfil the customers orders. To
manufacture the products the company will

then have to purchase the raw materials

needed.

Purchasing:The purchasing department receives a list

of raw materials and services required by the production
department to complete the customers orders. The
purchasing department sends purchase orders to selected
the necessary raw to the manufacturing site on the required
date.
Inventory:The raw materials are received from the
suppliers, checked for quality and accuracy and moved into
the warehouse. The supplier will then send an invoice to
the company for the items they delivered. The raw
materials are stored until they are required by the
production department.

Production:Based on a production plan, the raw

materials are moved inventory to the production area. The
finished products ordered by the customer are
manufactured using the raw materials purchased from

suppliers. After the items have been completed and tested,

they are stored back in the warehouse prior to delivery to
the customer.
Transportation:When the finished product arrives in
the warehouse, the shipping department determines the
most efficient method to ship the products so that they are
delivered on or before the date specified by the customer.
When the goods are received by the customer, the company
will send an invoice for the delivered products.

Participants in a Supply Chain

Suppliers - They are organizations that provide goods
and/or services to a purchasing organization (a
manufacturer or a distributor). It is often used
synonymously with vendors but may also refer to an
internal company resource.
Manufacturers - They are the companies engaged in
the original production and assembly of products,
equipment or services. They sometime refer to companies
that purchase such products or services manufactured or
assembled in accordance with company specifications.
Distributors - That are the external entities that sell for
suppliers or manufacturers directly and often collects all
payments from customers and maintains an inventory of the
supplier's or manufacturer's products.
Customers-Customers or consumers are any
organization that purchase and use a product. A customer
organization may be an organization that purchases a
product in order to incorporate it into another product that
they in turn sell to other customers. Or a customer may be
the final end user of a product who buys the product in
order to consume it

Processes of Supply Chain

Management
Demand Planning and Forecasting - Accurate
demand forecasting is considered one of critical success
factors in supply chain management. Supply chain software
systems often utilize sophisticated mathematical models for
predicating future demand from historical data. The
accuracy of the demand forecasting is largely dependent on
how abnormal data is treated in the demand forecasting.
Demand forecasting is an ongoing process.
Procurement - This is the process of choosing the
suppliers that will deliver the goods and services you need
to manufacture or assembly your products or to create your
services. It involves price negotiation, receiving, and
verifying the shipments.
Manufacturing and Assembly - Raw components
are assembled into final products or raw materials are
manufactured into finished goods. Manufacturing involves
the activities of production, testing, packaging and
preparation for delivery.

 Distribution - Products or services are delivered to

consumers. Distribution involves warehousing, delivering,
invoicing and payment collection.
Return - Return and refund are important parts and also
the problem parts of supply chain management. Supply
chain management systems should have infrastructure in
place for receiving defective and excess products back from
customers.

Importance of supply chain strategies

for an organization.
Supply Chain Strategies are the critical backbone to Business
Organizations today. Effective Market coverage, Availability of
Products at locations that hold the key to revenue recognition
depends upon the effectiveness of Supply Chain Strategy rolled
out. Very simply stated, when a product is introduced in the
market and advertised, the entire market in the country and all
the sales counters need to have the product where the customer
can buy and take delivery. Any glitch in the product not being
available at the right time can result in the drop in customer
interest and demand which can be disastrous. Transportation
network design and management assume importance to support
sales and marketing strategy.
Inventory control and inventory visibility are two very critical
elements in any operations for these are the cost drivers and
directly impact the bottom lines on the balance sheet. Inventory
means value and is an asset to the company. Every business has
a standard for inventory turnaround that is optimum for the
business. Inventory turnaround refers to the number of times the
inventory is sold and replaced over a period of twelve months.
The health of the inventory turn relates to the health of business.
In a global scenario, the finished goods inventory is held at
many locations and distribution centers, managed by third
parties. A lot of inventory would also be in the pipeline in
transportation, besides the inventory with distributors and retail

stocking points. Since any loss of inventory anywhere in the

supply chain would result in loss of value, effective control of
inventory and visibility of inventory gains importance as a key
factor of Supply Chain Management function.

Reverse Logistics
Many organizations and individuals have tried to define
Reverse Logistics.
We refer to the term "reverse logistics" as all activity
associated with a product/service after the point of sale, the
ultimate goal to optimize or make more efficient
aftermarket activity, thus saving money and environmental
resources.
The reverse supply chain is also a term used in the industry.
Reverse Logistics is not to be confused with forward
logistics or getting the product to market commonly known
as the forward supply chain.
Types of activity common with reverse logistics includes:
logistics, warehousing, repair, refilling, recycling, e-waste,
after market call centre support, reverse fulfillment, field
service and many others.
Reverse Logistics is the scientific process of managing
assets, in every department in all industries and across all
disciplines

SUPPLY CHAIN
MANAGEMENT
PART 2

Introduction

As per the research we came to know that Big Bazaar is a Hyper

Market. It was founded in the year 2001. Its Headquarter is in
Jogeshwari, Mumbai. Its a type of a retail industry. They have
departments and grocery stores. The promoter for Big Bazaar is
Kishore Biyani. Pantaloon Retail India Ltd.( Future Group) is
the parent of Big Bazaar. The punch line is Is se sasta aur accha
kahin nahi! Currently there are 116 outlets in India. The vision
of Big Bazaar is To Deliver Everything, Everywhere, Every
time, to Every Indian Customer in the most profitable manner.
One of the core values at Future Group is, India ness and its
corporate credo is Rewrite rules, Retain values.
And their mission is Vision We share the vision and belief that
our customers and stakeholders shall be served only by creating
and executing future scenarios in the consumption space leading

to economic development. We will be the trendsetters in

evolving delivery formats, creating retail realty, making
consumption affordable for all customer segments Mission.

PARTICAL ANALYSIS OF BIG

BAZAAR
Role of supply chain management and its

participants.
Supply chain management consists of all the stages
that are required to satisfy the customers request. It
starts with the suppliers and passes through factory,
distribution centre, redistribution centre, retail store and
finally reaches the customers.

Participants:
1) Suppliers:-suppliers in big bazaar provide finished
goods that are to be sold in the retail store. Goods are
properly assembled by the supplier itself and then it reaches

to the factory.
2)Factory:- Factory is where all the finished goods are
stored and the goods such as wheat, rice etc are polished
and assembled, so that they could be easily sold into the
retail stores.
3) Distribution centre:- Big bazaar has a private warehouse
of distribution centre which is located in Bhiwandi from
here the goods are sent to redistribution centre. There are
around 19 outlets of big bazaar all over mumbai.
4) Redistribution centre:- Once the finished goods reaches
the redistribution centre the goods are ready to get dispatch
to retailers.
5) Retail stores:-A person or
business that sells goods to
the public in relatively small
quantities for use or
consumption rather than for resale whereas bib bazaar itself
is a retail store.
6)Customer:- They are the end receivers or users of the
product or service. At big bazaar mostly people from
middle class population are the customers where they buy
goods at discounted rates.
Criteria for selecting suppliers
Selection of suppliers is handled by future group in big
bazaar. Future group make every effort to ensure that their
products meet the unique needs of the diverse communities

they serve. It is their constant endeavour that consumers

have ready access to their products in every corner of urban
and rural India. They partner with over 30,000 suppliers
across merchandise categories ranging from one person
shops to multinational corporations, maintaining a distinct
mix that is key to their success. The orders for various
products are placed as per the demand in the market.
Receiving process
As there is no purchase of raw material, the receiving
process is not carried in the factory. It is operated in the
retail stores. The people who are involved are divided into
two phase. First phase involves a driver and a loader. These
people are sent by the distribution centre group. Then phase
2 involves a receiving associate who inspect the goods and
a receiving loader who unloads the goods from the vehicle
and these people are appointed by retail store.

Precautions with regards to storage &

maintenance of goods.
First in first out (fifo) method is the only measure of
precaution taken in big bazaar for protection of goods.
FIFO is a method commonly used to calculate the value of
inventory on hand at the end of an accounting period and
the cost of goods sold during the period. The goods which
are firstly entered into the store are firstly sold to the

customers so that they don't have to maintain bulk stock

and take more precautions.

Transportation process
The transportation process is totally handled by
distribution centre and suppliers. The cost of transportation
is based on the demand of stock by retailers

(a)Big bazaar warehouse

In terms of internal communication, the warehouses of

different Big Bazaars (different locations around
India) are connected with each other.
Whereas the individual Big Bazaar outlets coordinate
with their warehouses for daily stock requirements.
In situations where a Big Bazaar finds shortage in
any of the stocks, it uses the internal IS connected
through LAN to intimate its warehouse.

 The warehouse supplies the required stock and

keeps its own stock also in check.
Warehouses utilize a REM (retail enterprise
management) system to facilitate this process.
The stocks are coded for simplicity and the
garments are coded using a 14 digit number.
While the stocks purchased from vendors use an alpha
numeric system beginning with two alphabets
(namely LP-Local Purchase,
OA for on approval and VC for vendor consignment) f
ollowed by 10 digits.
Each of the warehouses can order their stock in
three ways
(a)Through the headquarters
(b)Through another Big Bazaar warehouse
(c)Directly from their supplier.
However, the delivery challans will be stacked and sen
t to the HQevery month thus keeping the purchases in
check.
The warehouses communicate to each other on a
weekly basis to exchange their stock related
information.

(b)Big Bazaar is Centralized and Decentralized

Big bazaar is CENTRALISED as well as
DECENTRALISED.
CENTRALISED: It has its own warehouse in
Bhiwandi from where all the distribution from retail
store is done.

 DECENTRALISED: Retail stores have their own

personal warehouse as well in order to store the
stocks.
FUNCTIONS OF WAREHOUSING DIAGRAM:

DISTRIBUTION CHANNEL

DISTRIBUTION TO WAREHOUSE
MANANGEMENT:Big Bazaars distributions to

warehouse solution are focused on helping retail

outlets to create efficient and flexible supply chains to
deliver products to customers and with high level
of service.
Basically distribution is done as per the demand.
Traditionally, distribution has been seen as dealing
with how to get the product or service to the customer.
Distribution is done by distributor who is the
middleman between the manufacturer and retailer the
manufacturer and retailer.

DIFFICULTIES FACED BY BIG

BAZAAR IN SCM

Improper transport facilities

Inadequate demand of retailers
Unavailability of product
Increase in Transportation cost
Store replenishment arriving from different
distribution centers due to the stock imbalances.
High inventory levels due to the inability to predict
customer demand by product
Improper Road condition especially during rainy
season

REVERSE LOGISTIC

Big bazaar follows the policy of (RTV) that is

RETURN TO VENDOR.
RTV refers to the process of return of goods that takes
place between a user or retailer and a vendor. It may consist
of return between user and retailer that sends it back to
vendor. In some cases, user may directly send the goods to
the vendors.
It involves following activities:
a) Return of goods
b) Repair
c) Resend replacement, Otherwise refund for the good.
Big Bazaar also has Central Return Centre (CRC)
which is dedicated specialized building/area
within Central warehouse.
Zoned Return Centre (ZRC) which handles returns
of each zone at these warehouses recycling,
reconditioning, remanufacturing and refurbishing
of products are done which are(a)Customer return items

(b)Defective items
(c)Unsold goods/excess stocks
Warehouse returns defective items and unsold/excess
stock to CRC/ZRC, accompanied by Goods return
forms.
Customer Returns: Reverse logistics warehouses
receives the returned item with the Customer return
note and decides whether these products to be sold as
scrap locally at stores/dispatched to vendor or
dispatched to CRC(non apparel items)/ZRC(Apparel
items).
Defective items: after quality inspection, CRC/ZRC
takes decision about disposition of these items by
(a)Scrap sale
(b)Auction sale
(c)Return to vendors
(d)Refurbish/ rework and sale in factory outlets
(e)Refurbish/rework and sale as fresh stock.

SEPARATE DEPARTMENT AND

AFTER SALE SERVICE PROCESS
Big Bazaar has separate department that is customer
service desk.

 A customer service desk is a communications centre

that provides a single point of contact (SPOC)
between a company and its customers, employees and
business partners. The purpose of a service desk is to
ensure that users receive appropriate help in a timely
manner.
After sale service are provided on the selected
products.
Perishable products are included from this service.

Big Bazaar uses 8 golden rules to deal

with Customer Services.

Answer the phone.

Dont make promise unless you will keep them.
Listen to your customer.
Deal with complaints.

 Be helpful.
Train your staff to be always helpful, courteous and
knowledgeable.
Take the extra step.
Throw in something extra.

Conclusion
Big bazaar is a major shopping complex for today's
customers. It is a place where customers find variety of
products at a reasonable price. Big bazaar has a good
reputation of itself in the market. It has positioned itself in
the market as a discounted store. The majority of customers
belong to middle class family. The youth generation also
likes shopping and moving around big bazaar. And this has
become possible due to successful implication of supply
chain management. It is because of proper supply chain
management by which the products are made available to
the customer as and when they need it. The presence of
supply chain management is intangible but the results are
quite good for the succession of big bazaar.

Bibliography
Dr. Anil Kumar Chojar-(supply chain managementTheories & application).
Donald J. Bowersox.
David J. Closs. (Logistical management-The integrated
supply chain process).
lcm.csa.iisc.ernet.in/scm/supply_chain_intro.html
http://cerasis.com/2015/01/23/history-of-supply-chainmanagement/
http://googleweblight.com/?
lite_url=http://www.reverselogisticstrends.com/reverselogistics.php&ei=4RouYofK&lc=enIN&s=1&m=235&host=www.google.co.in&ts=146937133
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https://en.m.wikipedia.org/wiki/Supply_chain_management
https://en.m.wikipedia.org/wiki/Supply_chain_management

Annexure
1) What role does supply chain management plays and who
are the participants involved?
2) What is the criterion for selecting the suppliers?
3) Kindly tell us about your receiving process.
4) What precautions do you take with regards to the storage
and maintenance of goods?
5) Kindly tell us about the transportation process.
6) Can we know about your warehouse? Is it centralized or
decentralized?
7) How does your distribution channel works?
8) What difficulties do you face in supply chain
management?
9) What are the reverse logistic activities performed by big
bazaar?
10) Is there a separate department for after sale service? If it is
then please tell us about your after sale service.