Communication Process of Bigbazzar and Axis Bank

S.K.Patel institute of management & computer studies

A PROJECT REPORT ON
COMMUNICATION PROCESS OF
BIG BAZAAR & AXIS BANK

SUBMITTED TO:-
PROF. SHWETA JHA PREPARED BY: - MILAN SONI (101) DEVANGTHAKKAR (104) PRATIK VYAS (112) HARDIK SONI (98)

PREFACE
The need of communication is universal. People transmit and exchange their ideas, feelings, facts or courses of action by the way of it. An organization being a group of people working together to achieve common goal. Good communication skills and channels are pivotal need for successful organization. With the phenomenal advancement in technology, accessing and sharing of information has now become a common function and communication has assumed more importance than ever before. Hence the knowledge of this skill is much needed for students who are pursuing management programs.

ABOUT THE PROJECT
The main objective of this project is to analyze the communication process of the organization, to understand various forms and practices of business communication being used by business professional.
To know and understand the communication process we have done a questionnaire survey with the help of interviews and talks with the employee of Big Bazaar and Axis Bank. On the basis of questionnaires and interviews we have made analysis and conclusion that how the organizations are dealing with their employees, customers and business partners.

ACKNOWLEDGEMENTS
Any project of this magnitude requires the encouragement, guidance and support of many people.We are grateful to prof. Sweta Jha, faculty in charge of managerial communication, S.K.Patel MBA Department, Gandhinagar for extending their support and guidance throughout the project.
We acknowledge with gratitude the timely and consistent cooperation received from Mr. R.H.Samani. (From future group), Mr. Priyam Shah, Miss Aarti Rai & also Big Bazaar management. They deserve our special thanks for assisting us in collecting data for questionnaires & interviews from Big Bazaar employees. We are indebted to Mr.T.K.Gopalkrishnan (Branch manager, Axis bank, Mehsana branch),Miss Dhara thakkar(csg dept.) for permitting us to get questionnaire data filled from Axis bank’s employees from Mehsana Branch.
We don’t have enough words to express our gratitude for the following organization to help us to collect the data to complete the project.
• BIG BAZAAR, S.G.Highway, Ahmadabad (A division of Pantaloon retail (I) ltd.)
• Axis bank, Mehsana Branch
• S.K.Patel MBA, Gandhinagar.
INDEX
1. Executive summary
2. Introduction of organization
3. Introduction of communication types processes.
4. Analysis of data based on Questionnaire survey & interview.
5. Findings, conclusions & recommendations.
6. Bibliography

EXECUTIVE SUMMARY
We have done a questionnaire survey on Big bazaar & Axis bank’s communication process. Here the chapters contain following details in depth.
Chapter one: Introduction of organization
It is showing the brief detail about Big bazaar & Axis bank such as profile, no. of employee their designation & it also shows the hierarchical pattern of the organization.
Chapter two: Introduction of communication channel & process being used by organization
The chapter contains the details of the communication process & channels which is being used by the organization. It includes the details of hierarchical communication skills being used by employees. It consist the formal & informal communication process which also includes non verbal communication.
Chapter three: Analysis of data
The chapter comprises the analysis of Questionnaire, Interviews & talks made from the employees of organization.
Chapter four: Findings, conclusions & recommendation
It includes the finding, conclusions & recommendation made from the project on the basis of analyses of data.

Introduction of organizations Big bazaar: Big bazaar is a well known retail mega store chain which is owned by Pantaloon Retail (I) Ltd. Which also known as Future group.
Big Bazaar is a retail mega store, so it has very large amount of human resource for his every store at “Big Bazaar” S.G.Highway more than 130 employees supporting staff. The organization also offers a full time & part time to the employees. As there are many employees in retail store it has bigger and wider hierarchical pattern.

STORE MANAGER
ASST. STORE MANAGER
DEPARTMENT MANAGER

ASST. DEPARTMENT MANAGER ASST. DEPARTMENT MANAGER

TEAM LEADER TEAM LEADER TEAM LEADER TEAM LEADER TEAM MEMBER TEAM MEMBER TEAM MEMBER TEAM MEMBER Axis Bank: Axis Bank is a famous multinational bank being owned by axis group which is 3rd largest private sector bank in the country. Offering various kind of services like, saving, current a/c, loans, demate, e-transfer, credit card, ATM card etc. Axis bank’s Mehsana branch is one of the largest branch in North Gujarat region. There are more than 35 employees are working at the branch, with the supporting staff of 5 employees. Branch’s hierarchical pattern as follows:

BRANCH MANAGER
OPERATION MANAGER

DEPUTY MANAGER RELATIONSHIP MANAGER

EXECUTIVE EXECUTIVE EXECUTIVE EXECUTIVE CORDINATOR CORDINATOR CORDINATOR CORDINATOR

TYPES OF COMMUNICATION
Mainly there are two types of communication. Which is as follows.
FORMAL COMMUNICATION
1. UPWARD COMMUNICATION:
Upward communication refers to the flow of information from lower levels to higher levels within an organization, such as messages containing information, request, reports, proposals, and feedback. When a marketing manager submits the results of a recently conducted survey to the vice president, marketing, he/she is using the upward channel to communicate.

2. DOWNWARD COMMUNICATION:
Downward communication refers to the flow of information from the subordinates. In general, messages that flow through downward communication channels comprise information, instructions, directions, and orders, i.e. messages instructing subordinates what they should be doing.

3. HORIZONTAL COMMUNICATION:
In case of horizontal communication, messages flow not only up and down the organizational chart but also sideways. When communication takes place among the members of the same group, among members of work groups at the same level, among managers at the same level, or among any laterally equivalent personnel, we describe it as lateral or horizontal communication. It plays a more significant role in organizations where the functions are decentralized, as there are increased possibilities of the gaps in communication among the various divisions.
4. VERTICAL COMMUNICATION:
While vertical communication flows among the parties at different organizational levels, horizontal communication involves people at the same level. Therefore, it tends to be easier and friendlier. It is more casual in tone and occurs more frequently. Lateral communication is more beneficial since strict adherence to the formal vertical structure for all communications can impede the efficient and accurate transfer of information.

5. DIAGONAL COMMUNICATION:
This is used generally to quicken the information flow, improve understanding, and co-ordinate efforts for the achievement of organizational objectives. When communication flows between persons who belongs to different levels of hierarchy and who have no direct reporting relationship. Such a movement of information flow is termed as diagonal communication.

INFORMAL COMMUNICATION
When people communicate informally, they are not bound by their organizational positions. Everyone is free to tell anything to anybody. People transmit information to those with whom they come into contact, thereby providing conduits through which all sorts of messages can travel. When anyone can tell anyone else anything informally, the result is a rapid flow of information along what is commonly called the grapevine. This refers to the pathways along which unofficial information travels.
The information transmitted through this channel may be baseless and unverifiable. Such messages are knows as rumours. Typically, rumours are based on speculation, someone’s overactive imagination, or wishful thinking, rather than on facts.
NON VERBAL COMMUNICATION
Non verbal communication includes facial expressions, eye contact, body posture and motions, and positioning within groups. It is communication through any means other than words. It is the transmission of messages by some medium other than speech or writings. It refers to all external stimuli other than the spoken or written words & that includes body motion, characteristics of voice & space distancing. It also includes following things.
• Kinesics
• Oculesics
• Haptics
• Proxemics
• Appearance & artifacts

Analyses of data
Big bazaar
Q. HAVE YOU EVER TAKEN TEA OR LUNCH WITH YOUR SUPERIORS (BOSS)
YES 72.72%
NO 27.27% Q.HOW OFTEN DO YOU ARRENGE MEETING? WEEKLY 90.9
DAILY 9.09

Q.IS YOUR MEETING SCHEDULE IN PROPER TIME?
YES 100
NO 0

Q. WHAT IS THE MOST USUAL CHANNEL FOR INFORMAL & FORMAL COMMUNICATION IN THE ORGANIZATION?
WRITTEN 72.72%
VERBAL 27.27% (FORMAL)

(INFORMAL) WRITTEN 36.36%
VERBAL 63.63%

Q. TO GET CUSTOMER FEEDBACK, SUPPORT & SUGGESTIONS DOES COMPANY HAVE ANY MEDIUM?
YES 90.9
NO 9.09 ENGLISH 33.33
HINDI 47.62
GUJARATI 19.05
Q. IN WHICH LANGUAGE DOES YOYR COMPANY PREFER TO COMMUNICATE?

Q. ARE EMPLOYEES BEING INVITED BY THEIR SUPERIORS IN THEIR FAMILY FUNCTIONS?
YES 72.72%
NO 27.27% Q. HOW COMPANY DISCUSS NEW POLICY TO THE EMPLOYEES?
SEMINARS 9.09%
CONFERENCE 9.09%
MEETINGS 81.82%

Q.WHICH COMMUNICATION CHANNEL ARE BEING USED BY THE ORGANISATION TO CONVEY MESSAGE (WRITTEN, ORAL)?

LETTER 10% NOTICE 15% MEMO 5%
SMS 20% EMAIL 20% TELEPHONE 15%
MEDIATORS 10% CONFERENCE 5%

Q. HOW OFTEN COMPANY USED NEWSPAPERS, BROCHURES & OTHER MEDIUM TO CONVEY MESSAGES (SCHEMES, OFFERS, DISCLOSURES) TO PUBLIC?
ALTERNATIVELY 26.67%
WEEKLY 53.33%
MONTHLY 20%

Q.DO YOU NEED TO TAKE PERMISSION FROM ANYONE TO MEET MANEGER(BOSS)?
YES 66.67%
NO 33.33%

Q. CAN YOU GO DIRECTLY TO MANAGER’S OFFICE IN CASE IF YOU HAVE ANY QUERIES OR PROBLEMS?
YES 83.33%
NO 16.67%

Q.HOW OFTEN YOU GET PROBLEM SOLVED AFTER MEETING WITH YOUR MANAGER(BOSS)?
ALWAYS 83.33%
SOMETIMES 16.67%

Analyses of data
AXIS BANK
Q.HOW OFTEN DO YOU ARRENGE MEETING?
WEEKLY 55.56%
QUARTERLY 22.22%
MONTHLY 22.22% Q.IS YOUR MEETING SCHEDULE IN PROPER TIME?
YES 83.33%
NO 16.67% Q. WHAT IS THE MOST USUAL CHANNEL FOR INFORMAL & FORMAL COMMUNICATION IN THE ORGANIZATION?
(FORMAL)
WRITTEN 50%
VERBAL 50% (INFORMAL)
WRITTEN 33%
VERBAL 67% Q. TO GET CUSTOMER FEEDBACK, SUPPORT & SUGGESTIONS DOES COMPANY HAVE ANY MEDIUM?
YES 72.22%
NO 27.78% Q. IN WHICH LANGUAGE DOES YOUR COMPANY PREFER TO COMMUNICATE?
ENGLISH 83.33%
HINDI 16.67%
GUJARATI 0

Q. ARE EMPLOYEES BEING INVITED BY THEIR SUPERIORS IN THEIR FAMILY FUNCTIONS?
YES 88.88%
NO 11.12% Q. HOW COMPANY DISCUSS NEW POLICY TO THE EMPLOYEES?
EMAIL 32
MEETINGS 68

Q.WHICH COMMUNICATION CHANNEL ARE BEING USED BY THE ORGANISATION TO CONVEY MESSAGE (WRITTEN, ORAL)?
LETTER 13% NOTICE 6%
REPORT 16% EMAIL 53%
CONFERENCE 6% TELEPHONE 6%

Q. HOW OFTEN COMPANY USED NEWSPAPERS, BROCHURES & OTHER MEDIUM TO CONVEY MESSAGES (SCHEMES, OFFERS, DISCLOSURES) TO PUBLIC?

DAILY 33%
WEEKLY 44%
FOTNIGHTLY 17%
MONTHLY 6%

Findings conclusions & recommendation.
I. Findings:
• There is open door policy is being practised by the Top level & Middle level management of both organization.
• As most of the employees can approach to their superiors easily, it shows a good upward communication channel.so that the grievance of employee most of the time solved as management understand the problems of employees by the mean of their communication process.
• Organization managemant is good & proactive about the communication process as they are arranging their meetings properly as well as they are communicating with their employee on regular basis regarding new policies.
• In informal commication both the organization are emphasizing on verbal communication.However BIGBAZAAR is relaying more upon of written commincation.where as in formal communication segment AXIS BANK is using both the medium (written & verbal) equaly.
• We have noticed that both of the organization are mostly uses english & hindi language for their communication process.
• After reviewed the questionnaire we have also noticed that both the organization are making informal communication mostly & also the employees are maintaining the bonding between each other as they are enjoying their family function together.
• We have found out that both of the organization are technologicaly advanced in communication as they uses most of the channel of communication.However EMAIL is more frequently used by both the organization.
• In view to maintain good relation with the customer both the organization have different department
e.g
1.BIGBAZAAR has “SHARE WITH US”
(which includes toll free number, feedback & suggestion forms.)
2.AXIS BANK has CUSTOMER SUPPORT GROUP
(which deals personal talks with employees on the basis of feedback which they have received from them.)

II.conclusion & recommedations.
• After getting questionnaire survey & interview from both organization we have analyse & conclude that both organization are having with very good communication process but they are limited in their language portion as they have local employees from gujarat and they are working as bottom level employee so communication gujarati language is also necessary.
• Though they have customer grievance cell but they don’t have employee grievance cell so their might possiblty that employee fill hasitate where he get his problem solved.
• However apart from good communication process in formal & informal segment they are lacking in nonverbal communication as they are less using it.

BIBILIOGRAPHY

• www.google.com
• www.axisbank.co.in
• www.bigbazaar.com
• www.pentaloon.com
• Business communication by Meenakshi Raman & Prakash Singh