PROJECT REPORT

TITLED

A case study of Nirulas Corner House Pvt. Ltd. to reflect its organizational effectiveness through its SWOT analysis and to suggest measures to further enhance its effectiveness by making use of OD practices as HRD Tool.

INTRODUCTION Organizational effectiveness is directly related to the organizational practices it follows. These OD practices become the guiding HRD tools and help uplift the organization to be effective there is not only a need to follow the organizational development practices but also to device a system to monitor its key factors of success. Organizational effectiveness can be determined by the various factors like: (a) Organizational Culture (b)Attitude of Managers (c) Vision Inspiration and motivational level of its employees (d)Organizational Values and (e) Work Culture etc. Rationale for the study: The rationale behind carrying out this study in respect of Nirula Corner House Pvt. Ltd. was to analyze the functioning of the company with respect to the Organizational Development Practice. The study requires carrying out its SWOT Analysis and identifying the factors contributing to the effectiveness of this organization. The analysis will help analyze the weak areas in the OD practices in organization so that the same can be corrected for further improve its effectiveness. Secondly the rationale behind the study was also to help the company achieve its policy of QSCV i.e. Quality, Service, Cleanliness and Value for Money.

COMPANY PROFILE
BRIEF HISTORY Established in 1934 Nirulas today are a diversified group having a chain of Elegant Business Hotels, Water Service Restaurants, Family style Restaurants, ice Cream Parlours, Pastry Shops and Food Processing Plants in India. The chain caters to over 45,000 guests every day. A modern netizen friendly Cyberbar with multiple Internet

terminal posts and a well stocked bar serving premium liquors, wines, beer and cocktails. A true business- with- pleasure place. Open on all days (except dry days) between 11:00 a, to midnight. Nirulas today is a well-known name in the hospitality industry. Nirula family was the first to offer western style fast food in India. It came to Delhi in 1928. They realised the paucity of good eating places in and around New Delhi, began Hotel India in 1934 with 12 rooms and a restaurant with a bar license. They also specialized in catering to parties and soon Nirulas catering became famous. Meanwhile, Nirulas had set up the India Coffee Shop in Janpath on request of the Coffee board. A few years later, the Coffee Board of

India seeing the success of the international decided to run the business itself. It 1939, whine the Second World war had started, Nirulas rented more space in Connaught Circus (what is currently the ground floor of Nirulas, L-block) and opened a Restaurant with music and dancing serving a six course dinner for only Rs. 1. The restaurant proved to be popular with both Indian and foreign guests. It also started serving Indian food and introduced ballroom dancing. Before 1947, Nirulas had also opened the first fruit preservation unit in Delhi. The jams and squash and other preserves were marketed under the name of Nirulas and had an all India distribution. With the partition of India in 1947, the supply of raw material was disrupted and this unit was stopped. In 1950, Nirulas started the Chinese Room which was the first restaurant of its kind in India. Nirulas created history by being the first Indians of non-Chinese origin to have a Chinese food restaurant in India. In 1954, Nirulas were the first ones to introduce espresso coffee in India. Georgia, the inceptors of espresso coffee machines gave Nirulas

sole distribution rights for their machines and Nirulas sold these to the luxury hotels and first class restaurants. Nirulas store was opened in the 1950s with a section for cold meat and delicatessen products and a separate section for bakery and confectionery produce. Nirulas Hotel was started in 1958 and was the first modern 3-star hotel in India. In 1960 two specialty restaurants were opened. La Bohame was a modern restaurant where tea, coffee, snacks and meals were very popular. It was the most popular restaurant of its time in India. Gufa was an Indian restaurant with Indian style seating and an all silver thali service in a romantic atmosphere. The Pastry shop was independently introduced in 1972 and did externally well. The quick service food business was again ventured into by the opening of the Snack bar in 1972 and Hot Shoppe in 1977, which was instant success. The first Ice Cream Parlour in India was started in 1978. Potpourri restaurant with the first salad bar in India and the Pegasus Bar were started in 1979. All of these exist till today.

The Expansion Plan It was only by early 80s that Nirulas decided to expand itself. Its first restaurant outside Connaught Place opened at Vasant Vihar in 1980 and soon followed by Chanakya Puri(1981) and Defence Colony (1986). In 1985 the Central Kitchen, comprising of the first section bulk kitchen, Ice Cream section and the bakery section was opened at Okhla, thus enabling Nirulas to expand faster. Also in 1985, Nirulas opened their first restaurant outside India in Kathmandu, Nepal. Production facilities were also set up. Another followed this in Kathmandu in 1986 and one in Pokhra, June 1993. Meanwhile Nirulas also took over the management of restaurants at Tejs (Nov. 1985) Karol Bagh (March 1986), New Friends Colony (April 1988), Bungalow Road (Oct. 1990), East of Kailash (Aug 1994) Gurgaon (Jan 1998) and Faridabad (Feb 1998). Nirulas also set up a unit in Noida, a suburb of Delhi. This unit started with a restaurant in Jan. 1987 and was soon extended to also include a Hotel (March 1991) the first of its kind in India offering the most modern and attractive facilities at very reasonable prices.

It also started catering services for the Railways in July 1993 by providing food on the August Kranti Express from Delhi to Bombay. In 1994, a Food Delivery Service was started at L-block, Chanakya and Defence Colony and was soon extended to all the units. Nirulas was the first to introduce in the country services on such a large scale. In Jan. 1996, a restaurant complex with a large family style restaurant, Pastry Shop and a Potpourri restaurant was commissioned in Preet Vihar. An "express Restaurant where the thrust is on take away and delivery service was opened for the first time at Vasant Kunj in March 1996. Another outlet at Bawa Potterries Complex at Vasant Kunj opened in Aug 1996. Second express restaurant was opened at Rajinndra Place in 1997. Two restaurants were opened in Haryana in quick succession in Gurgaon in 1998 and Faridabad 1998. Negotiations are in progress for opening more Hotels and restaurants in and around Delhi and in major metro cities in Northern India. The companies even plans on opening its outlets in Singapore and in South East Asia.

Besides opening new outlets to cater to the ever-expanding market, Nirulas have always believed in expansion and improvement of its existing facilities. It has always welcomed other restaurants stating as they assist in developing the overall business. Even though a number of new restaurants have started Nirulas is still the most popular chain of restaurants with among the highest sales per square foot. They continue to experiment, introduce new items and continue to give the citizens of Delhi and tourists what they desire-excellent quality food at a reasonable economical price in pleasant surroundings and such a variety that every one in the family feels catered to Fun Foods for the Whole family. Nirulas stands for Quality, Service, Cleanliness and value for money.

PRESENT SCENARIO
Established in 1934, Nirula's today is a diversified group having a chain of Elegant Business Hotels, Waiter Service Restaurants, Family Style Restaurants, Ice Cream Parlours, Pastry Shops and Food Processing Plants in India. The chain caters to over 50,000 guests every day.

Designed to offer superior comfort, cleanliness, and efficiency, the hotels are strategically located in the hearts of Delhi and Noida.

Serving a wide range of foods -- from Continental to Indian along with its well-known Salad Bar -- the restaurant is popular among people from all countries.

One of the first Chinese restaurants in Delhi, The Chinese Room serves authentic Cantonese food. The presiding Laughing Buddha ensures that you enjoy your meal.

Delicious, hygienic, Family Style Restaurants serving a wide variety of multi-cuisine foods, both Western and Indian, including Pizzas, Burgers, Chana Kulchas and much more.

The ICE CREAM PARLOURS, The first of their kind in India, offering an extensive range of exciting and innovative Ice Cream flavours with one new flavour added every month.

State-of-the-art lifestyle Caf having an interestingly new character and a contemporary ambience.

NIRULA'S PASTRY SHOPS are a one-stop shop for bakery and confectionery items.

For the busy and the not so busy, a well stocked range of various liquors, exotic cocktails, wines, spirits and beers in a pub setting.

A modern Netizen friendly Cyber Bar with multiple Internet terminal posts and a well stocked bar serving premium liquors, wines, beers and cocktails.

Be Eco Logical with Nirula's!

Saving the environment is one of their prime concerns. They believe firmly in nurturing the planet so the planet can nurture us. At Nirula's they continuously takes steps to create consciousness

towards the environment amongst their guests. In August 2002, they organized a "free tree saplings" drive in collaboration with the Department of Forest and Wildlife (Government of N.C.T of Delhi). The free saplings -- an assortment of Neem, Amaltas and Jamun -- were distributed to all the interested customers. As follow-up action, they periodically check on the growth and the welfare of the trees in a continuing programme to rejuvenate the earth. Steps taken to Save the Environment Re-cycled paper boxes for take away Plastic recycling bins

The plastic cups and glasses that are used at Nirula's are collected through specifically placed Plastic Recycling Bins placed outside each outlet. Customers are encouraged to throw their plastic cups and glasses into these bins. The plastic items are then used for growing and gifting saplings or are sent to a plastic recycling agency, which recycles the plastic into other useful plastic forms. Sapling giveaways The disposed plastic cups and glasses are washed thoroughly and used as poly-pots for planting saplings of lime, papaya, guava and other fruit trees. These saplings are then distributed free to their customers in Defence Colony, Chanakyapuri, and Noida. Nirula's also has nurseries at these restaurants in order to grow saplings. Environment Board To generate awareness amongst the lakhs of customers who visit Nirula's family style restaurants daily, Nirula's has an Environment Board at all its restaurants. Environment Care suggestions are welcomed from their customers.

Maintenance of parks and roundabouts

Nirula's has taken over the maintenance of two of the public parks/roundabouts as its contribution to keep the Capital green and clean. At present, Nirula's is maintaining one park in Anand Niketan and one roundabout in Noida. Waste treatment plant - aerobic operation

At Nirula's they believe in cutting production back of on waste the and

curbing pollution. They were amongst the first few

organizations to have a water pollution treatment plant at their production centre in

Okhla. Some of the simple measures taken to cut back on waste include installing a sleeve peels to that catch were vegetable otherwise

dumped along with the other solid waste and installing

grease traps to catch spilt cooking oil and grease from the washed dishes Jute Bags They provide jute bags as a convenient shopping bag option in place of plastic and other disposable bags. before it entered the drains.

 Bio Gas Plant-Anerobic Their food-processing unit at Noida generates large amounts of Industrial waste of fruits and vegetables. On an average 70 kg of waste is generated per day in winters and twice the amount per day in summers. To curb this waste disposal, they have a Bio-Gas Plant where the food waste is processed and recovered in the form of methane, which is an inflammable gas. This gas is then used to heat water in the bypass and fed to the main hot water storage tank. The sludge, which is left behind, can easily be used as high quality manure. Solar energy is combined with diesel boilers for the provision of hot water which goes to all the rooms of the Nirula's Connaught Place Hotel. Using energy saving bulbs and tubes to reduce electricity consumption. Use of thermostats for temperature control as a result of which the use of atomisation machines will be stopped. Disposal of the waste At Nirula's, special attention is paid to ensure that no harm is done to the environment. Before being discharged into the public sewer

systems, effluents are treated at special treatment plants. Solid waste/garbage is sent to the farm for conversion into compost. Wormiculture plant Nirula's has installed a Wormiculture Plant at a captive farm site - Ali Farms, where worms are used to convert the vegetable waste generated from the food processing plant and the hotel at Noida into wormi-compost, one of the best known forms of natural fertilizer. A similar process is being followed at the Anand Niketan Park as well. The Community Composting message board put up there reads: We are composting leaves, garden trimmings and other organic biodegradable waste with the help of earthworms. Please participate by discouraging leaf burning. Send us your leaves and garden trimmings and we shall compost them for you!

LITERATURE REVIEW In todays technologically advanced World, employees are aware of what services should they deliver for a particular return from their employer. On the other side employer has no choice but to satisfy his

employees by identifying and fulfilling his wants, the employer has to use the motivation theories as these provide a good idea of how and in what way they will get motivated and satisfied. The above logic applies to every industry whether it is politics, economics, technology or society. For instance, in a society the same person who is an employee plays a role of a member of the family. His duties are to control his children so that they do not get into a bad company and they should concentrate on their studies. Now the same question comes How to motivate them to study? Here the employee acts as an employer and the children act as his employees.

WHAT DO WORKERS WANT? "Supervisors generally ranked good wages, job security, promotion and good, working conditions as the things workers want from their jobs. While workers felt they want most is full appreciation for work done, felling "in" on things, and sympathetic understandings of personal problems -all incentives that seem to be related to affiliation and recognition motives. ' (Hersey and Blanchard 1996: 50). Its not only good money but there is lot of other needs, which an employee wants to fulfill for being satisfied and committed towards the job. These needs vary from one employee to another, workers needs are totally different from the managers and are rated as least important by Manager. Figure: What do workers want? Supervisors Good working conditions Feeling "in" on things Tactful disciplining Full appreciation by work done Management loyalty of workers 4 10 4 8 6 Workers 9 2 10 1 8

Good wages Promotion company Sympathetic personal Problems Job security Interesting work understanding of and growth with

1 3

5 7

2 5

4 6

Source: Hersey & Blanchard (1996) Management of organization Behaviour. Prentice Hall of India, p. 50. Figure indicates that good working conditions, discipline good pay, promotion, growth and job security are the things that workers want from their job. While, supervisors want more feeling "in" on things, appreciation, sympathetic understanding of personal problems from their jobs. But both supervisors and workers want interesting work. STEPS TAKEN BY ORGANIZATIONS TO MOTIVATE THEIR STAFF According to Bennett (1997), it a duty of managers to know about the factors that create motivation in order to be able to induce employees to work harder, faster, more efficiently and with greater enthusiasm.

In other words, it's a part of all the organizations to motivate their staff so as to get better performance and stimulate effort that's why all the organizations have Human Resources. On the basis of motivation theories, drives, applications and needs studies above, the

organizations, so as to motivate their staff, follow: i) ii) iii) Training and Development: Rewards and incentives Fringe benefits

Rewards motivate behaviour: There are two types of rewards, or reinforces, that motivates behaviour primary rewards and secondary rewards. Primary rewards directly satisfy basic physiological needs, such as hunger, thirst, activity, rest, and sex. Generally these are not relevant to work motivation. Secondary rewards, such as money do not satisfy needs directly, but through experience we learn that they can be used in exchange for things that do satisfy needs. Secondary rewards are clearly relevant to work motivation. The degree to which employees must learn about secondary rewards varies.

The adage People work for money, but they live for recognition is an example of this philosophy. (Robert H Woods 2002:254)

PRODUCTIVITY It is a measurement of the relationship between the quantity of output of a productive system and the quality of inputs entered into the system in order to yield this output. Indeed, there is a very good case for arguing, as Riley (1996: 70) does, that the study of productivity in the hospitality industry is de facto the study of labor productivity. This is because whilst the hospitality industry is capital intensive, it is also labor intensive relative to many other industries, and labor inputs are extremely variable and unpredictable in nature. If we accept this view of Rleys we must also accept its corollary, namely that the origin of demand for labor in hospitality organizations is sales, or forecast sales, and the

management of productivity in hospitality services is the management of (a) job design to ensure efficient working practices the best utilizes technology and human resources; and (b) the relationship between the forecast demand for labor and the actual supply of human resources. In respect of (b) Riley asserts, productivity is therefore about efficiently matching labor demand and supply.

According to most researchers there is a positive relationship between motivation and productivity. That is to say, when motivation increases, we should expect productivity to rise as a result. This reflects the belief that an increased motivation level causes an increase in productivity a direct cause and effect relationship.

CHARACTERISTICS OF HIGHLY PRODUCTIVE WORKERS For high achievers money may seem to be important, but it is valued more as symbolizing successful goal achievement. Money may serve as a means of giving feedback on performance. People with high achievement motivation seem unlikely to remain long with an organisation that does not pay them well for good performance. For people with low achievement motivation, money may serve more as a direct financial incentive for performance. Although it is difficult to apply objective measures, McClelland had identified four common characteristics of people with high achievement needs: the preference for personal responsibility, the setting of moderate goals, the desire for specific feedback and innovativeness. Personal satisfaction is derived from the accomplishment of the task itself and recognition need not come from other people. They prefer situations in which they can assume personal responsibility for solving problems. They like to attain success through their own efforts, rather than by teamwork or by chance factor outside their control.

They tend to set moderate achievement goals with an intermediate level of difficulty, and to take calculated risks. If a task is too difficult or too risky it would reduce the chances of success and of gaining need satisfaction. If the course of action is to easy or too simple, there is little challenge in accomplishing the task and little satisfaction from successful performance.

They want clear and unambiguous feedback on how well they are performing. Knowledge of results within a reasonable time is necessary for self-evaluation. Feedback enables them to determine success or failure in the accomplishment of their goals, and satisfaction from their activities.

They are more innovative and tend always to be moving on to something a little more challenging. There is a constant search for variety and for information to find new ways of doing things.

(Mullins 1995:257)

OBJECTIVE OF THE STUDY This study was carried out with the objective of: (a) To pinpoint the weak OD practices which are acting as obstructions to further enhance its effectiveness. (b)To identify and suggest measures to fulfill the needs of the task force by critically examining its current practices policies and programmes. (c) To suggest interventions at appropriate level of human resource so as to maximize profit and minimize cost. (d)To study also proposes suggest remedial measures to undo any undesired activities thus help improve overall performance of the organization.

RESEARCH METHODOLOGY

In order to accomplish the objectives of the study, it is essential to articulate the manner in which it is to be conducted, i.e., the research process is to be carried-out in a certain framework. The Research Methodology, which follows, is the backbone of the study. Data Collection Sources Research work was done from two sources: (1)Primary data (2)Secondary data Primary data was collected by questionnaire and interview in the organizations. The questionnaire comprised of closed and attitude questions. The opinion on existing OD practices and their affectivity was collected through questionnaire which was circulated to all the employees at all levels and the result were analysed on the basis of agree and disagree. The methodology for collection of data included interviews and discussion with the top management of the organization. Secondary data: It was collected by reviewing different literatures, from published books, management journals, articles published by the other researchers on OD and on Nirulas.

Sampling: The total sample size for this project was 50 employees at Nirulas.

The information collected through above methods was tabulated, analysed and interpreted. Finally an overall assessment of the contribution of top management, supervisory staff was made towards improving the effectiveness of the organization.

EXPECTED CONTRIBUTION OF THE STUDY The study will help the Managerial staff to focus on critical factors of effectiveness, which will help improve organization work culture itself. Moreover other similar organizations can improve their effectiveness by adhering to the suggestions as envisaged during the course of this study. The study was useful to all ranks of the organization and organization itself at large.

NIRULA'S PRODUCTION FACILITIES

The fact that on an average over 40,000 people visit Nirula's 3 hotels, 31 Family Style Restaurants, 4 Fine-Dine Restaurants, 1 speciality restaurant, 14 pastry shops and 4 bars every day is a matter of pride for everyone at Nirula's. It also proves that their efforts to maintain high quality standards at their production facilities have been recognized and commended. They have twoproduction units - one at Noida and the other at Okhla. The logistics are staggering - 6.5 lakh kg of flour, 20 lakh litres of milk, 12 lakh eggs, 85 tonnes of meat, 210 tonnes of chicken, 200 tonnes of cream, 230 tonnes of sugar, 47 tonnes of milk powder, 55 tonnes of butter and 2 lakh litres of oil are used in a year at Nirula's. But despite these huge quantities, quality has never been compromised. Working round the clock are 20 food and dairy technologists and other management personnel who ensure that only the best reaches the consumers.

The

Noida

production

facilities

include

the

Vegetable

Food

Commissary, Food processing unit, Cheese processing unit, a Bakery and a Confectionery. Vegetable Food Commissary The Vegetable Food Commissary produces a whole range of semiprocessed and finished Vegetable food products ranging from curries, soups, vegetable burger patties and South Indian dishes.

Food Processing Unit This division produces 60-70 products ranging from a variety of ketchups to jams, fruit toppings and syrups. These are sealed in airtight pouches and despatched to Nirula's outlets for consumption as well as to be sold in the retail market. Cheese Processing Unit Nirula's is one of the largest manufacturers of cheese in India processing at least 10 varieties of cheese such as Processed Cheese, Mozzarella, Cream Cheese, Cottage Cheese, Monterey Jack, Feta, Cheese Spreads, etc. The Nirula's Cheese processing unit has a capacity to process eight thousand litres of milk per shift. In winters, the unit produces 17-18 tonnes of cheese and in summer the

production is about 8-10 tonnes per month. Special stretching and moulding machines have been imported from Italy for this purpose. Bakery Spread across 10,000 sq ft, the bakery unit at Nirula's produces 35-40 items every day. The unit produces three varieties of Pizza bases, 15 types of breads, waffle cones and bread cones. The Bakery division uses high-speed mixture machines, which prepares the

dough in just three minutes. Nirula's also makes 50 types of pastries with 16-17 different flavours apart from a huge variety of cakes, 15 types of cookies, chocolates, mint sticks and stick jaws. Okhla facilities contain the Central Commissary, Non Veg Food Commissary, Ice-Cream manufacturing unit, Confectionery and Central distribution Unit Non-Veg Food Commissary The Non-Veg Food Commissary produces a whole range of semiprocessed and finished Non Veg food products ranging from curries, soups and patties/Toppings for Burger/Pizza.

Non-veg

specialities

such

as

Tandoori

Chicken,

Seekh

Kebab,

Frankfurter, Hamburger Patty, Chops, etc are processed at the Butchery in Okhla. Quality control measures are strictly adhered to at every point -- from processing to storing at sub-zero temperatures and later, transportation in special refrigerated vans. Ice Cream Manufacturing Unit Nirula's is one of the pioneers in the ice cream industry in India, manufacturing five thousand litres of ice cream on a daily basis. This ice cream is stored in cold storage rooms with temperatures as low as -25 degrees before being despatched to various outlets. At any given point of time, a minimum of 21 different flavours of ice creams are available at various Nirula's outlets. Through the certification HACCP (Hazard Analysis of Critical Control Point) and ISO 9002, their efforts to maintain high quality Standards at our Ice Creams Production facilities have been recognised and commended. Confectionery Nirula's has a well-organised confectionery at Okhla manned by experienced chefs who whip up a variety of cakes, pastries, cookies, savouries, caramels and chocolates.

Quality Assurance Department The Quality Assurance Department (QAD) has 18 qualified and experienced Food Technologists/Chemists and Microbiologists for monitoring the quality systems at Nirula's. The QAD reports to the Managing Director for his personal review. The department has a wellestablished laboratory with modern testing facilities at each Production Centre (Okhla and Noida). Various tests of raw materials, underprocess material and finished products on the lines of ISO 9000 and HACCP are carried out to ensure that all the products fulfil the desired standards.

Raw Material Specifications:

Nirula's QAD has formulated stringent quality standards for all raw materials conforming to the regulatory requirements. The products are

checked at every stage:

Analysis of Raw Material

 Analysis of Under-Process Material Analysis of Finished Product Monitoring During Production A. Recipes and Manufacturing Procedures The Quality Assurance Staff monitors production and ensures

adherence to the approved recipes and procedures. This is done through regular Recipe Audits at all the Production levels. B. Hygiene and Sanitation Periodic Audits are conducted at all production centres, the report of which is sent to the production heads for compliance. The hygiene of individual workers is examined on a daily basis, apart from their regular medical check-up. QAD conducts fortnightly audits at the service outlets covering following parameters: Restaurant Sanitation Audit Storage Temperature Food Safety Audits Regulatory Requirements

R&D The department is actively involved in product improvement and product development activities. Environment: At Nirula's, special attention is paid to ensure that no harm is done to the environment. Before being discharged into a public sewer, effluents are sent through special effluent treatment plants. Solid waste/garbage is sent to the farms for conversion into compost. The Effluent Treatment Plant is monitored by the Nirula's Quality Assurance Department.

WHATS NEW AT NIRULAS

NIRULA'S GOES ON AIR; ANNOUNCES ITS LATEST DELIVERY PROMOTION " MANGAO KHANA 250 KA AUR COKE MOBILE PIYO FREE KA."

Nirula's has announced an exciting offer on its Delivery orders. This cool " offer, very aptly named as

Mangao Khana Rs 250 ka aur Coke Piyo Free ka" will start from Feb.1st04 in all Nirula's Family Style Restaurants.

Delivery sales are a very significant chunk of our overall Restaurant sales and have been escalating quite

consistently in last couple of years, informed MarketingNirula's. In fact, Home Mr. Sandeep Madan, is GM now

Delivery

Service

indispensable in the restaurants and food Service business. This can be attributed to the changing life styles, eating habits and extremely hectic work schedules.

The offer has been very meticulously timed just around the School examination period when one actually witnesses a drop in restaurant footfalls across the industry. Its a feel good factor and convenience for the Parents as they do not have to bring children out to the restaurant and can offer their kids a scrumptious treat while they are studying at home. Mr. Madan also informed that though in the past we have been using Print Media and Outdoors to communicate our other offers, this time we have decided to go the Radio route. Private Radio channels are the Buzzword in today's extremely competitive business environment and with a phenomenal increase in Radio listenership we are confident that we'll be able to reach out to a large chunk of our current and potential customers. Shedding some more light on the promotional activities and offers run at Nirula's he explained that these short-term offers not only create excitement around the Brand but also delight the customer's heart. He feels rewarded for his loyalty towards the Brand and the organization also gains by attracting new, incremental customers. This limited period offer shall be run in all the Nirula's Family Style Restaurants in the NCR, Panipat and Dehradun.

FUSION FOOD BECOMES THE LATEST BUZZWORD; NIRULA'S INTRODUCES FOUR NEW INTERNATIONAL HOT DOGS

With the world shrinking and appetite for fusion food growing, Nirula's the homegrown chain of quick service restaurants is creating a rage with its new range of hot dogs in the NCR. New flavours and sauces have been explored to create these four hot dog variants namely, German Hot Dog, All American Hot Dog, Schezwan Hot Dog and Makhni Hot Dog. These scrumptious hot dogs are being introduced in all Nirula's Family Style Restaurants to suit the diverse tastes of the Indian consumer. Served open faced with Chilli Con Carne, cole slaw topped with a cheese slice and Mustard, the German Hot Dog is a compliment to Germany which is traditionally credited for originating the frankfurter aka Hot Dog.

The All American Hot Dog on the other hand is blended with grilled onions and our special sauces to recreate the

magic of good taste and flavour that makes it America's most popular snack for baseball lovers.

Inspired by Oriental cuisine, the Schezwan Hot Dog is a tangy treat for spice lovers. Topped with Chilli Con Carne, grilled onions and garnished with hot and spicy Schezwan sauce, the Schezwan Hot Dog is just the right blend to cater to the capital's ever-growing taste for Chinese cuisine.

Another, innovative and interesting hot dog that has been developed by Nirula's is the Makhni Hot Dog wherein India's all time favourite curry has been fused with Chilli Con Carne and grilled onions. This combination has been Indianised to appeal to the Indian palate. While informing about their new range of hot dogs, Mr. Vivek KumarNirula's General Manager Operations said that even though hot dog is a favourite snack among the sports lovers abroad, its market is yet to gain momentum in the Indian fast food segment as compared to other available fast food options. However, with the change in lifestyle and

consumer preferences we see hot dog becoming an ideal meal for today's non-cumbersome, quick bite lifestyle. Mr. Kumar also added that though traditionally Pork sausages are used in Hot Dogs we've consciously used lamb meat, instead keeping in mind the tastes and preferences of Indian consumer.

CROSS-PROMOTION

BECOMES

THE

LATEST

BUZZWORD

IN

RETAIL. NIRULA'S TIES UP WITH ARCHIES In the wake of the ongoing retail industry boom, innovative marketers like Nirula's are tieing up with other lifestyle brands in order to drive traffic to their stores. Many innovative and dynamic activities are being experimented in order to reach out to more and more new customers . In its latest ongoing cross-promotional activity, Nirula's has struck a

deal with Archies wherein both sides will exchange Discount coupons. Nirula's coupons would entitle the bearer to food worth Rs.50/- free of cost on a single purchase of Rs. 250/- and Archies coupons on the other hand will entitle the bearer to free greeting cards worth Rs.25/on a purchase of cards worth Rs.100/-. These discount coupons will be dispensed from all Archies stores & Nirula's Family Style Restaurants in the National Capital Region.

While talking about the promotion, Mr. Sandeep Madan, Nirula's General Manager Marketing informed that these kinds of promotions are the most optimal tactics of leveraging each other's footfalls. Besides exchange of footfalls, these lend a lot of freshness and excitement to the outlets.

To continue adding to its customer base, Nirula's is planning similar exciting promotions with other lifestyle brands whose target audience would be compatible with their own. Talks are on with brands like Globus, Ebony, Crayola, etc, said Madan.

The company has always been active with consumer promotions and many innovative cross promotions have been conducted in the past. Contest based promotion with Radio Mirchi, a joint holiday package promotion with Treks & Rapids etc. have been some of our very succesful promotions which enhanced the footfalls by at least 10 to 15%, informed Madan.

Nirula's opens its First Family Style Restaurant in Dehradun. Grows to 65 outlets in the country In line with its ongoing expansion plans, Nirula's, the largest restaurant chain in the National Capital Region, launched yet another family style restaurant in Uttar Pradesh; this time in Dehradun. With an increasing demand for its vast Menu Mix in the towns beyond the National Capital Region, it only made sense for the Corporate to target the booming market.

The restaurant was opened on Dec 16th 03 & has already received an overwhelming response from the people of Dehradun. Be it inside the

outlet or outside, consumers are seen all over, enjoying Nirula's Ice creams, Pizzas, Burgers & scrumptious Indian cuisine.

Special attention has been devoted to the interiors of the restaurant to give it a contemporary and an appealing look. The menu features the Hot Shoppe range of pizzas, burgers, and other hot numbers along with Indian curries and tandoori items. Not to forget the all time favourite 21-ice cream flavours, and the complete range of soda fountain products.

The restaurant will offer its services between 11:00 am to 11:00 pm on all weekdays. The outlet will also provide free delivery service between 12:00 noon to 11:00 pm on all weekdays to the nearby areas within the radius of 3-4 kms from the outlets. The launch of the new Family Style Restaurant is part of the expansion strategy of Nirula's. In the last 2 years, Nirula's has vigorously expanded in Delhi, N.C.R. The Company has opened 20 new outlets in the region, in a span of less than 2 years. The company is now looking at a very aggressive expansion in other major cities & towns with their New Zonal Franchisee Model.

The company will leverage the already established brand image to add to its line of FSRs. The next couple of months will see Nirula's going national with the launch of its restaurants in towns such as Ludhiana, Chandigarh, Jalandhar, Jaipur, Meerut, Lucknow, Kanpur, Indore, Bhopal followed by major towns in the Western & Southern parts of the country.

If you are 14 and above, you could enroll into our exciting Birthday Club. Get an Ice Cream Scoop of your choice absolutely free at Nirula's 21's . Nirula's 21s is their state of the art Life Style Caf for the young & trendy. The caf offers a tempting range of pizzas, grilled sandwiches, rolls, muffins, coffees etc.. For those who want to chill out, we have an irresistible range of ice creams, speciality sundaes, ice cream sodas, ice cream shakes etc.

YES! Your Kitty Party at Nirula's means loads of fun and a memorable experience.

Be it a Business Lunch or a reason to celebrate, Nirula's provide just the right venue - an exclusive multi-activity room is attached to its restaurant at Ansal's Sushant Plaza.

Nirula's Gift Voucher for All Occasions

Gift your family and friends a Nirula's gift voucher .

These vouchers are available at denominations of Rs 50, Rs 100, Rs 200 and Rs 500 at any of our restaurants, Pastry Shops, Ice Cream Parlours and bars.

RECRUITMENT AT NIRULAS
Their prime manpower requirement is to meet the managerial needs of their Family Style Restaurants, of which they have about 30 located all across the National Capital Region and one at Panipat. They also have a growing requirement of Management Trainees and Crew Members for Nirulas 21s, their new chain of Ice cream Cafs. There are various Training Programmes to orient the new entrants to the culture and work practices of the organisation. These are on-thejob training programmes, tailor-made to meet the business objectives of the organisation and are directed towards providing total customer satisfaction. On an average there are about 50-60 trainees who undergo training every year for these programmes.

Training Eligibility Programme Duratio Criteria n FSR Kitchen n as Confirmatio Exposure to

Sections Hotel Restaurant Managemen Assistant Management 6 months t Training Other Graduate / Shift Manager Counter Service Floor Supervision Trainee Assistant Shift Manager 6 months Hotel Assistant FSR Kitchen Delivery Front Cashiering Home

Managemen Shift Manager Sections t Other Graduate with years experience 2-3 / Cashiering Home Delivery Basic Managerial Inputs Floor

in

the Supervision

Hospitality Industry

FSR Hotel Managemen

Kitchen

Sections Cashiering t Other Delivery Front Trainee Asst. Restaurant Manager Graduate 6 months with years Experience Supervision in the Advanced Hospitality Managerial Industry Inputs Kitchen Management Training 1 year Hotel Managemen t Graduate Chef de Partie Bulk Kitchens Assistant Counter 4-5 Restaurant Service Manager Floor / Home

Cheese Production Unit Bakery &

Confectionery Food Processing Unit Chinese Room Kitchen Potpourri Kitchen Ice Cream

Manufacturing Bakery & Hotel Bakery y Management Training 1 year Managemen Chef de Partie Confectionery t Graduate

Confectioner

They also have an on-going requirement of crewmembers for various units. With over 50,000 guests visiting them daily, their employees are trained to handle the nature and volume of this business.

CAREER WITH NIRULA'S

Nirula's has grown steadily over the past seven decades. For those who have seriously considered the Hospitality Industry as a career, Nirula's offers a wide scope of employment opportunities. Their ongoing expansions involve a continuous search for Human

Resources. The major thrust of their requirement is towards Operations, which comprise: Food and Beverage (F & B) Service Front Office House Keeping Production (Bulk Kitchen)

These requirements are met through their continuous search for talented Human Resources, through a detailed selection process by a panel of experienced interviewing officers. After selection, the

successful aspirants undergo comprehensive training at our Training Department in Noida which is fully equipped with all modern training aids, and a team of highly qualified and experienced trainers.

There are various Training Programs to orient the new entrants to the culture and work ethics of their organization. This on-the-job training program is tailor-made to meet their business objectives and is directed towards providing total guest satisfaction. On an average there are about 50-60 trainees who undergo training every year.

Training Confirmatio Programme Duratio Eligibility Criteria n as n FSR Kitchen Exposure to

Sections Cash Section Diploma/Degree Restaurant Hotel Management 6 months Management/Graduates Shift Manager Training from any discipline Service Floor Supervision Trainee 6 months Diploma/Degree in Assistant FSR Kitchen Front Counter Assistant in Home Delivery

Sections Cash Section Hotel Assistant Shift Manager Management/Graduates from any discipline with Shift Manager Basic 2-3 years experience in the Hospitality Industry Managerial inputs Floor Supervision Trainee Asst. 6 months Diploma/Degree Restaurant Manager Hotel in Assistant Restaurant FSR Kitchen Home Delivery

Sections Cash Section Home Delivery

Management/Graduates Manager from any discipline with 4-5 years experience in the Hospitality Industry

Front Counter Service Floor Supervision Advanced Managerial

Inputs Bulk Kitchens Cheese Production Unit Bakery &

Confectionery Diploma/Degree Kitchen Hotel Management 1 year /Graduates Training discipline Chinese Restaurant Kitchen Potpourri Rest. Kitchen Ice Cream from any Management Chef de Partie Unit Processing in Food

Manufacturing Bakery & 1 year Diploma/Degree Hotel /Graduates in Chef de Partie Bakery &

Confectioner y

Management from any

Confectionery

Management discipline Training

Besides operations they also recruit personnel at different levels for their support services, e.g. Personnel & Administration Maintenance (Civil/Mechanical Engineering) Accounts/ Finance Purchase Marketing Sales Security Also, they have recurring requirements of Crew Members for their operations along with other support services executives. They meet these requirements through walk-in interviews conducted on every working Wednesday at L-Block and all the outlets of Nirula's between 3 P. M. to 5 P. M.

They look for youth motivated towards the Hospitality Industry, young/outgoing Male/Female aspirants to join their Company. They need personnel who are keen to enhance their professional skills, strengthen their technical knowledge and develop their personalities. What they look for are: P- Personality A- Aptitude D- Drive E- Fluency in spoken English

FRANCHISING WITH NIRULAS

As part of their growth plan they are seeking Zonal Franchisees who would share their long term vision in the following territories: Zone 1: Punjab, Haryana, Chandigarh and Himachal Pradesh

Zone 2: Uttar Pradesh and Uttaranchal. Zone 3: Rajasthan and Madhya Pradesh Zone 4: Maharashtra and Gujarat Their Zonal Franchisees must have: A turnover of at least Rs. 50 crores per annum. An established base in an "A" class city. Willingness to set up a separate company for this business venture. Ability to provide / acquire commercial space suitable for restaurants at 5 or more strategic locations. Willingness to invest Rs. 20 crores to set up restaurant outlets.

LOCATIONS IN INDIA
Corporate Office: Corner House Private Limited 93, Sector 32, Gurgaon-122001 Ph: 95124-5030430 Fax: 95124-2580795 E Mail : nirulas@nirulas.com Delhi Central L-Block, Connaught Circus, New Delhi N-Block, Connaught Circus, New Delhi Gole Market, New Delhi

East Delhi A-Block Shopping Complex, Preet Vihar, Delhi R.G. Complex, Block B, Local Shopping Centre, Mayur Vihar Phase-II, Delhi-110091 18 & 19, CSC, DDA Market, Pushpanjali

West Delhi Ajmal Khan Road, Karol Bagh, New Delhi 6/84, WEA, Padam Singh Road, Karol Bagh Block A-5B, DDA Market, Paschim Vihar, New Delhi 12 Rajindra Bhawan, Rajindra Place, New Delhi G-21, Community Centre, Vikaspuri, New Delhi H-40, Balinagar , New Delhi D-5, Local Shopping Centre, Prashant Vihar, New Delhi-85 2, DDA market, Pocket B, Phase III, Ashok Vihar, New Delhi-110052.

North Delhi UB-10, Bunglow Road, Delhi Community Centre Road no. 44 Pitampura,New Delhi

South Delhi Bawa Potteries, Aruna Asaf Ali Road, New Delhi

Chanakya Cinema, Chanakyapuri, New Delhi Under Defence Colony Flyover, New Delhi 19, Community Centre, East of Kailash, New Delhi New Friends Colony, New Delhi Grandlay Commercial complex, New Friends Colony, New Delhi110065. C-41, Okhla, New Delhi Sector-B Pocket-10, Vasant Kunj, New Delhi 23 - Basant Lok, Vasant Vihar, New Delhi 5 - Shalimar House, Saket, New Delhi 22, Mother House DDA Community Centre Yusuf Sarai, New Delhi

Uttar Pradesh C-135, Sector-II, NOIDA (UP) 6-G , Astley Hall, Rajpur Road, Dehradun - 248001 (UP)

Haryana

SCO 19, Sector 14, Gurgaon SCO 36, Sector 31, Gurgaon SCF-52, Sector 15 Market Destination Point, Badarpur Border, Faridabad Ansal Sushant Plaza, A Block, Sushant Lok G.T. Road, Panipat - 132103

FINDINGS & ANALYSIS FOR EMPLOYEES

SAMPLE SIZE Total Number of Employees contacted: 50 Total number of outlets covered: Three Outlets in Delhi

Your Age

[please mark whichever applicable]

Total 40 14 6 0

Age Group 20-30 31-40 41-50 51-58

41-50 10%

51-58 0%

31-40 23%

20-30 67%

Findings: In the survey of three outlets different age groups of respondents were contacted. The percentage of different age group of respondents is presented in the above pie chart. In the survey 67% respondents were in the younger age group that is 20-30. 23% respondents were from next age group that is 31-40. 10% respondents in the age group 41-50.

How

many

years

have

you

been

associated

with

the

organization? 1-4 Years 28 5-10 Years 14 10 years and above 8

30 25 20 15 10 5 0

28

1-4 Years 5-10 Years 10 years and above

14

Findings: In all the outlets the respondents who were asked to fill the questionnaires had the following experience as shown in the bar graph. The majority of respondents had experience in the range of 1-4 years while others had experience in the range of 5-10 years.

Are you satisfied with your present job profile?

Yes 42 No 18

45 40 35 30 25 20 15 10 5 0

42

Yes No

18

Findings: The satisfaction level in all the three outlets varied. But 84% of the employees were satisfied and 16% were not satisfied.

List two welfare activities carried out by your Hotel

The respondents at the outlets said that there were many welfare activities that were carried out by the Nirulas. The employers in all the three outlets were provided with Health and Accident insurance, which typically pays for hospital and doctor, expenses. The employees in all the outlets were also provided with facilities such as transport and subsidized food. List two schemes at Nirulas are aimed at motivating employees. The respondents in all the three outlets said that Nirulas adapted to various schemes to motivate them. The two schemes that the respondents from all the three outlets discussed were that of fringe benefits that were given to them from time to time to motivate them. Also all the respondents told that Nirulas conducted training sessions from time to time to keep them motivated and these training programmes were conducted for all level of employees.

Does your company appreciate your work? Yes 34 No 16

35 30 25 20 15 10 5 0

34 Yes No

16

Findings: The 68% employees at Nirulas said that they were appreciated for their work while 32% respondents that they were not appreciated for their work. The response is slightly averse, as the

employees seemed to be dissatisfied with the employers and felt that they were not appreciated for their good work.

Does the company provide you incentives? Yes 44 No 6

50 45 40 35 30 25 20 15 10 5 0 6 44 Yes No

Findings: 88% of the respondents at Nirulas said that they were provided with incentives while others said that they were not provided with incentives. Incentives create a positive work environment

amongst employees leading to positive attitude and thus increased productivity.

Please rank the OD factors as to how they motivate you to perform well (on a scale of 1 to 5) for the following: 5 means Highly Motivating 1 means least Motivating.
Job Securit y 39 Salary & wages 45 Empowerme nt 13 Environme nt/Work Culture 18 Career Prospect s 35 Any Other

35 13 45 39 0 5 Job Security Environment/Work Culture 10 15 20 25 30 35 40 45 50

Salary & Wages Career Prospects

Empowerment Any Other

Findings: The above bar graph is self-explanatory. It depicts the varied diversity of both the human nature and their likes and dislikes. Salary & wages is the most important motivating factors for the respondents of all the three hotels. The respondents stated that job security is the next important motivating factor. The factor that was rated third is career prospects. Empowerment and Environment/ work culture have been rated as the least motivating factors. This clearly indicates that monetary benefits are the top motivators for the employees and if the employees are motivated than they are productive.

Would you like your organization to introduce some new OD procedures so as to make staff more motivated towards job? Yes 42 No 8

45 40 35 30 25 20 15 10 5 0

42

Yes No

Findings: 84% of the respondents at Nirulas agreed to the need for new procedures to motivate people. While 16% of the respondents at Nirulas said that they were satisfied with the

existing procedures and did not need new procedures for motivation.

Do you think that OD techniques leads to productivity?

Yes 49 No 1

50 45 40 35 30 25 20 15 10 5 0

49

Yes No

Findings: 99% of the respondents at Nirulas said that motivation improved their productivity. Hence it can be concluded from the survey that whatever may be the OD techniques that a hotel implements it leads to employee motivation and thus improved productivity.

FINDINGS FOR MANAGERS

SAMPLE SIZE Total Number of Managers contacted: 3 Total number of hotels covered: Three Outlets in Delhi

How

many

years

have

you

been

associated

with

the

organization? 1-4 Years 2 5-10 Years 1 10 years and above 2

2 1.8 1.6 1.4 1.2 1 0.8 0.6 0.4 0.2 0 1-4 Years 1

5-10 Years

10 years and above

Findings: In all the three outlets the Managers who were asked to fill the questionnaires had the following experience as shown in the bar graph.

Are you satisfied with your present job profile? Yes 3 3 2.5 2 1.5 1 0.5 0 Yes No 3 No -

Findings: The Managers at all the three outlets said that they were satisfied with their present job profile. The primary reason for this is

being

high

remuneration

and

attractive

pay

incentives.

Also

empowerment and the feeling of running the show is a factor that keeps job profile. Do you believe that if you are able to manage people better, your performance at work will improve? Yes 2 No them satisfied with their

3 2.5 2 1.5 1 0.5 0

Yes

No

Findings: The Managers at all the three outlets said that if they were able to manage people than their performance at their work place improves. Because if the employees are well managed, that ensures smooth working hence making the job easier for the Manager. If the operations are smooth than only will Manager be able to plan and implement new things to improve on efficiency. And with improved efficiencies the overall productivity of the organizations will improve. Your performance fluctuates under different bosses. If a boss manages you and your colleagues well, you are much more motivated workers and the quality and quantity of your work improves. Yes 2 No 1

2 1.8 1.6 1.4 1.2 1 0.8 0.6 0.4 0.2 0

2 Yes No

Findings: The response to this question was very varied. Two of the Managers accepted the fact their performance fluctuates under different bosses. Their performance was better under bosses who looked after them well. Hence the quality and quantity of their work under these bosses who looked after them. While one Manager disagreed to this fact and said that their performance remained same under all their bosses and the primary reason for this was the salary and incentives that they get for better performance. Motivation comes from within an individual. No amount of HR practices can influence motivation levels of employees. Yes 3 No -

3 2.5 2 1.5 1 0.5 0

3 Yes No

Please rank the motivation factors as to how they motivate you to perform well (on a scale of 1 to 5) for the following: 5 Highly Motivating 1 least Motivating
Job Securit y 7 Salary & wages 9 Empowerme nt 8 Environme nt/Work Culture 3 Career Prospect s 3 Any Other -

3 3 7 0 2 Job Security Empowerment Career Prospects 4 6

9 10

8 Salary & Wages Environment/Work Culture Any Other

Findings: The Managers rated the Salary and wages as the prime motivator followed by Job Security and Empowerment. The Managers said that Salaries and incentives satisfied their needs while job security gave them a sense of social security. While they said that the Empowerment gave them a feeling of self esteem. Would you like your organization to introduce some new procedures so as to make your more motivated towards job? Yes 3
3 3

No -

2.5

1.5

0.5

0 Yes No

Findings: All the Managers said that the organizations must introduce new procedures to motivate them and other staff members. Because their job involved lots of stress and motivation process reduces stress and thus they are able to perform well. Their output in terms of productivity is high.

Do you think that motivation leads to productivity? Yes 3 No -

3 2.5 2 1.5 1 0.5 0

Yes

No

Findings: All the mangers agreed to the fact that Motivation leads to Productivity. They all agreed that motivated staff is more productive.

ANALYSIS
An in-depth research has enabled the researcher to discuss the findings of the survey. The OD practices in the hospitality sector are a challenging one. It provides opportunity for growth and advancement with a working environment that can be considered the best in the industry. But with the rewards and benefits come long working hours, demanding seniors and stress. Managers do not actually motivate their employees because

motivation is internal to each individual. OD practices like Motivation cannot be viewed directly; as with the wind, only the results are observable. Managements job is to provide an organizational culture that encourages positive employee behaviors. Hence management in todays environment however, can not rely on the manipulation of pay, benefits, or working conditions to stimulate workers to perform effectively. Motivation is a much more complicated process. Employers/managers need to understand those forces, which influence workers behaviors. A managers major motivational task is to develop and maintain environment, in which workers will want to be productive, contributing members of the organization. This fact is asserted in the survey where there are a lot of diversities in the views of respondents from three outlets of Nirulas. In the response

to the satisfaction level; of employees it is found that all employees are not satisfied with their present job profile. The dissatisfaction level among the other employees is not a healthy sign. It is essential that managers have a basic understanding of work motivation because highly motivated employees are more likely to produce a superiorquality product or service than employees who lack motivation. One more fact that came out after the survey that many employees were not satisfied with the appreciation and incentives system of the hotels. There were respondents though who were satisfied but a quite a considerable number of people were not satisfied. One must understand that motivators must be targeted towards the different needs of individuals rather than giving them for the sake of doing it. Thus different factors for motivation as stated by the respondents should be a focal points for hotels so that they are able to motivate their employees.

Todays human resource management professionals must recognize that in order to achieve a corporate culture that fosters improved productivity, employees whether on a managerial position or on operational level personal needs must be reasonably well satisfied. It must be understood that motivation leads to improved productivity. So to achieve organizational goals the management must try to get the maximum quality output from their employees. To give the quality and

quantity output the employees must be ready to give in their best to whatever they do and this is possible when their basic needs are satisfied. A satisfied worker is the one who can give his best performance because than he is able to concentrate on his job and is not bothered about his basic needs. Once these need level is achieved an individual starts looking for the next level of needs. These needs if fostered by the employers will inculcate a sense of loyalty and prompt him to give his best to all his assignments. Thus leading to a high order of performance and thus the highest order of productivity.

SWOT ANALYSIS OF NIRULAS

After the survey and going through the secondary data the SWOT analysis was done. Strengths Diversified Hotels, group having a chain of Elegant Business Service Restaurants, Family style

Water

Restaurants, ice Cream Parlors, Pastry Shops and Food Processing Plants in India. Caters to over 45,000 guests every day. Most popular chain of restaurants with among the highest sales per square foot. Quality food at a reasonable economical price. The hotels are strategically located in the hearts of Delhi and Noida. Serves a wide range of foods across its outlets. Few of the Eco Friendly Organizations who have put in efforts to save environment. State of art two-production units - one at Noida and the other at Okhla.

Strong Quality Assurance and R&D Department: 18 qualified and experienced Food Technologists/Chemists and Microbiologists for monitoring the quality systems at Nirula's. The department is actively involved in product improvement and product

development activities. Innovative Marketing styles: Offers for Students, Corporate, Catering, etc. HR Activities: Human Resources, through a detailed selection process by a panel of experienced interviewing officers. After selection, the successful aspirants undergo comprehensive training at our Training Department in Noida which is fully equipped with all modern training aids, and a team of highly qualified and experienced trainers. There are various Training Programmes to orient the new entrants to the culture and work practices of the organisation. These are on-the-job training programmes, tailor-made to meet the business objectives of the organisation and are directed towards providing total customer satisfaction.

Weakness Even though Nirulas selects its Franchisees on the basis of stringent parameters but it still depends on the

Franchisee for performance of the outlet. Opportunities Opening of more Hotels and restaurants in and around Delhi and in major metro cities in Northern India. Opening of its outlets in Singapore and in South East Asia.

Threats To compete with the growing number of International Fast Food Chains on the factors like Quality, Service, Cleanliness and value for money. Changing Social Culture and Eating Habits: As one says the McDonization is going across the globe, Nirulas has hard to keep up the variety, quality, price and products. to work

value of its

CONCLUSION
To be successful in the modern hospitality business, a market-oriented business philosophy is required. It is considered essential for

hospitality companies to co-ordinate their OD process. Most companies now spend around 10-15 per cent of total revenue on OD Practices either through In-House Efforts or External resources. To satisfy customer hospitality companies needs and enjoy a good bottom line profit, need food and beverage managers, rooms

division managers, personnel manages, financial controllers and general managers who are market-oriented and who appreciate the importance of marketing. Similarly, good marketing manager in a

hospitality business must understood the other important aspects of the company in order to achieve the desired long-term profits, as

shown in figure.

Customer Needs

Marketing

Research

Mix

Planning

Operation Management Finance Personnel

Long-term profits

Figure 3.2. Marketing Orientation in the hospitality business

In many ways, OD efforts in hospitality industry seems different from the OD efforts in other industries owing to the following twelve unique characteristics of the hospitality industry. Customers presence during production and service. A hotel or a restaurant can be compared to a factory (for example the kitchen is similar to a production line) with show rooms (e.g. public lounges), sales outlets (eg. Restaurants), an after-sales service unit (e.g. maintenance services) and a customer complaint counter (e.g.

guest relations desk) all rolled into one!More personnel contact between the service providers and customers.

Many hotel guests stay longer than just a day or two. Where a guests meal experience is for some reason unsatisfactory, there is normally plenty of opportunity to demonstrate high food and beverage standards and extra attention to ensure guest satisfaction on subsequent opportunities sold. occasions before the guests departure. Such

do not exist where physical/tangible products are

A variety of products and services are combined and offered to the customers as a total and complex package. For example, a hotel customer who enjoys his/her meals, drinks, music, room service, restaurant service and mini-bar facilities may still be unhappy

because of noise in his/her room. All elements of the total package have to be satisfactory. Many elements of the total package are both in intangible and

unquantifiable. As an example, the smile of a waiter the politeness of a restaurant hostess, the clarity of speech of a room service

order taker, the showmanship of a cocktail barman and the playing of a lobby pianist are important but intangible and unquantifiable elements of a hotel product.

Most hospitality products cannot be examined in advance of consumption. The equivalent of a fit-on a dress or a test-drive of a car prior to purchase is not possible.

In the hospitality industry, payment for products and services will generally be made after consumption.

As explained

earlier, there is no actual distribution of products,

although channels are used to attract customers. Sales can be optimized through planned in-house (internal) promotions and merchandising, as customers are to some extent a captive audience. Heterogeneous services make quality control and standardization difficult. As an example the smile of a waitress cannot be identical

every day. Her personal life will have an impact on her smile, irrespective of the training and directions that she has received. Similarly a cream of chicken soup served from the same kitchen m ay taste different from one day to another depending on the chef on duty or the mood of the same cook. With the use of standard recipes, communication and training one may achieve near

perfection, but assuring the same standard day after day will be difficult. High fixed costs, coupled with low variable costs, means generally high profit margins and lot of scope for flexible pricing. High degree of perishability. For example if a restaurant is ready to serve 100 customers for dinner and only 40 arrive, the restaurant will lose the man-hours, heating, flowers, lighting, etc., adequate to serve 60 customers. This obviously cannot be stored and reused and will affect profitability. But after the Secondary data on the Nirulas, I can say that Nirulas has kept up to the expectations of its customers on the QSQV parameters. And as far as on the basis of SWOT Analysis one can say that Nirulas is an effective organization. On the basis of analysis of the questionnaire survey of employees one can say that Nirulas has utilized OD practices as a HRD tool to motivate its employees at all levels.

LIMITATIONS The SWOT analysis and suggestions and interpretations of the data may not be true reflection to actual prevailing situations in the company and the attitude of the staff. The limitations to the research design and time frame may be another factor limiting the study because key personnel of the organization may not find time to respond or may not like to disclose their vision regarding future plans of the organization.

BIBLIOGRAPHY Boella M.J. (1996) Human Resource Management in the Hospitality Industry Sixth Edition Great : Stanley Thomas Publishers Ltd. Kavanaugh Raphael R et al (1995) Hospitality Supervision Second Edition United States of America Educational Institute of American Hotel & Motel Association Mullins Laurie J (1997) Hospitality Management England: Longman Oods Robert H (1994) Managing Hospitality Human Resource United States of America: Library of Contress Cataloging in Publication Data Wood Roy C et al (1997) Human Resource Management for Hospitality Services United Kingdom: Alden Press. Cowling, A; Mailer, C. (1998) Managing Human Resource London: Arnold Legge, K. (1995) Human Resource Management UK: Macmillan John Roberts 1995, Human Resource Practice in Hospitality Industry; Hodderand Stoughton.

Websites www.nirulas.com www.hospitalitynet.com hotel.com hotltech.com fhrai.com

Appendices

QUESTIONNAIRE FOR EMPLOYEES

NAME: ORGANISATION: DESIGNATION: DEPARTMENT: 1. Your Age 20-30 31-40 41-50 51-58 [please mark whichever applicable]

2. How many years have you been associated with the organization? 1-4 years 5-10 years 10 years & more 3. Are you satisfied with your present job profile? Yes No.

If no than please specify:

4. List two welfare activities carried out by your Hotel (a) _________________________________________________________ (b)_________________________________________________________ 5. List two schemes at your hotel aimed at motivating employees.

(a) _________________________________________________________ (b)_______________________________________________________ 6. Does your company appreciate your work? Yes No.

7. Does the company provide you incentives? Yes No. 8. Please rank the motivation factors as to how they motivate you to perform well (on a scale of 1 to 5) for the following: 5 means Highly Motivating 1 means least Motivating. Job Security Salary & wages Empowerment Environment/Work Culture Career Prospects Any other________________ 9. Would you like your organization to introduce some new procedures so as to make staff more motivated towards job? Yes No. If no than please specify: _______________________________________ 10. Do you think that motivation leads to productivity? Yes No.

QUESTIONNAIRE FOR MANAGERS

NAME: COMPANY: DESIGNATION: DEPARTMENT: 1. How many years have you been associated with the organization? 1-4 years 5-10 years 10 years & more 2. Are you satisfied with your present job profile? Yes No.

If no than please specify:

3. Do you believe that if you are able to manage people better, your performance at work will improve? Yes No 4. Your performance fluctuates under different bosses. If a boss manages you and your colleagues well, you are much more motivated workers and the quality and quantity of your work improves. Yes No 5. Motivation comes from within an individual. No amount of HR practices can influence motivation levels of employees. Yes No

6. Please rank the motivation factors as to how they motivate you to perform well (on a scale of 1 to 5) for the following: 5 Highly Motivating 1 least Motivating Job Security Salary & wages Empowerment Job Appreciation Environment/Work Culture Career Prospects Any other________________ 7. Would you like your organization to introduce some new procedures so as to make staff more motivated towards job? Yes No. If no than please specify: _______________________________________ 8. Do you think that motivation leads to productivity? Yes No.

Please comment__________________________________

ANNEXURE

BUSINESS WORLD MARKETING August 23rd - September 5th, 1995 (By - Mahasweta Ghosh Roy) Nirula's : Adding to its Gourmet Fare The chain has also launched a few subtle promotion campaigns. In 1992, it introduced a 'Scholar Award' scheme: any child who gets an overall 'A' grade or 90% marks in the year-end examinations gets a free triple sundae (price Rs.33) if he brings his report card to the counter. The scheme seems to have paid rich dividends: this year 20,000 triple sundaes were given away compared with only 3,000 in the first year.

ASIAN AGE Exotica March 25, 2000 Coverage in Quick Bites For a quick meal try the pizzas of the month at Nirulas. Order your share of chicken palak pizza or the or the mouth watering paneer, mushroom or the onion pizza. Alternatively, you can enjoy a Chinese

lunch buffet priced at Rs. 160 per adult and and Rs. 110 per child available on weekdays.

March 15, 2000 Buffet at Nirula's Chinese Room Now you can enjoy Happy Hours at Nirula's Pegasus bar with a 25% discount on all drinks from 3:30 to 7:00 P.M. A new icecream especially for Holi - thandai with cream, nuts and spices has been introduced. Special oriental delicacies can be had on weekdays and Saturdays during its Chinese lunch buffets. THE HINDU November 27th, 2001 (Business Line) Nirula forays into food retailing Food retailing by food chains seems to be turning out more a rule than an expectation. After ITC Hotels made a high-profile entry in the food retailing business with Kitchens of India and coffee chains Barista and Qwiky's placing their branded coffee at out-of-restaurant stores, now the home-grown Nirula & Company has drawn up a blueprint to tap the food retailing segment. To begin with, the fast-food chain has begun placing a mix of 16 condiments, jams and syrups at specific retail outlets. Some among these products are jams in strawberry and mulberry flavours, pastes and sauces in chilli and mustard variants,

chutneys, syrups, marmalades, and chocolate fudge. This marks Nirula's maiden entry in the food retailing segment. March 22, 2001 (Business Line) Reality Bites Time was when everybody who was anybody, either visiting the national capital or was part of it , had done Nirula's .The Original fast food joint, Nirula's had to its credit not only the tag of the restaurant that virtually brought fast food to Delhi, but also one that played host to various courtships, sneeky dinner dates, birthday bashes and family outings. Feb 27, 2001 Mural of Hope To make the younger generation aware of the need to save environment, Nirula's has tried to tap into the children's vision for a better future by making paint "Hope" and "Concern". It invited young children from Salaam Balak Trust and India Vision Foundation this past week to come to their Defense Colony outlet and paint on a 18 feet by 36 feet wall on the theme of environment.

March 14, 2000 Special student get special treatment Nirulas will treat all students getting A+ or more than 90% with a free "Triple Ice Cream Sundae" on producing their report card. The scheme lasts from April 1 to May 31, 2000. All those who had the Nirulas treat last year would be receiving best of luck letters. The whole meaning behind this exercise is to encourage students to "combine fun and hard work". Those who have won the Nirulas scholarship more than five times in a row will receive a special trophy this time. THE INDIAN EXPRESS Quick Bites March 31, 2000 Scholar's award & Chinese Room buffet For all students who have scored either A+ or 90% or more in their final exams, a triple ice cream sundae is theirs for the asking at any Nirulas outlet from April 1 to May 31, 2000. Besides, the buffet served on all days in the Chinese room is worth trying. There are numerous mouth-watering dishes that are sure to tingle your taste buds.

BUSINESS STANDARD April 7th, 2001 Nirula's appetite for growth For more Delhities, Nirula's is synonymous with Delhi. By next year, the Nirula family would like its eponymous chain to be associated with north India. After sticking faithfully to the capital for over 60 years, the approximately Rs 180-crore family-owned fast food and hospitality chain is finally looking beyond the national capital. By 2002, the chain hopes to have setup restaurant in Ludhiana Chandigarh and Jallandhar. Outlook Jan 29th, 2001 Environment: Waste Watch Fast Food chain Nirula's is asking Delhi-zens and neighbors Noida not to burn leaves, garden trimmings or other biodegradable wastes. Why? Because it has installed a wormiculture plant to manufacture natural fertilizer. So next time you wish to dispose garden waste, look for the Nirula's box in your neighborhood and dump it.

Feb 19th, 2001 Cyber Cafes Make Way For Cyber Bars After cyber caf's it's now the turn of Cyber Bars. Going by the international trend , Delhi based restaurant chain, Nirula's has opened a new Cyber bar called byte at it's Connaught Place outlet. The new bar the company claims is the first in the country where guests can enjoy there choicest drinks, while surfing on the Net. Jan 29th, 2001 Nirula's and the environment Nirula's effort in saving the environment is worth noting. The chain has been very sensitive to the whole issue for more than two decades. One recent example is the concept of wormi-compost in the park being maintained by Nirula's at Shantiniketan, New Delhi. Its other efforts in this area include the use of plastic recycled bins, sapling giveaways, environmental board, maintenance of parks and roundabouts, waste treatment plants, jute bags and wormiculture plant.

Midday April 1, 2001 Nirula's treat for bright students Nirula's- the largest family food and restaurant chain in Delhi has announced its annual scholar scheme today. Every year the restaurant rewards students scoring A grade and more than 90 percent in their final examination. Those students who have won Nirula's scholar award six times in a row will get a special prize. Savvy Cook Book 1st Quarter, 2001 Nirula's Ice Cream Cake This time you will have to cut your cakes before it melts. The famous Nirula's ice-creams have introduced ice-cream cakes in a variety of shapes and flavors like strawberry, vanilla, pineapple, butterscotch and chocolate.

Around Town : Book Review Feb 2001 Index- A Lexicon for the Indian Gourmet Mexican, French, Russian, Bengali, Tamil, Malyali, Marathiwish to know A-Z of the terms and ingredients used in these cuisine? Get hold of this little lexicon that is available at Bookworm (CP) and Nirula's Pastry Shop at CP, Defense Colony and Vasant Vihar. Business Line 22nd February, 2002 Nirula's to open highway restaurant Highway restaurants suddenly seem to be attracting the attention of quick service fast food chains. Nirula's is putting the final touches to its plans to set up ise cream parlors under the brand name 21s. The first of these parlors will kick off operations next month, according to the company official.

22nd February, 2002 From eating out to freaking out The exciting ambience of city's fast food joints like reflect the changing food habits of the Indians. Now, they are moving away from the roadside eateries and even upmarket restaurants to be a part of the Pizza and Burger Brigade. Nirula's keeps alive the experience of eating out by coming up with some interesting offers. Its unique kids club has around 80,000 members.

CERTIFICATE This is to certify that the project titled A case study of Nirulas Corner House Pvt. Ltd. to reflect its organizational effectiveness through its SWOT analysis and to suggest measures to further enhance its effectiveness by making use of OD practices as HRD Tool. is an original work of the Student and is being submitted in partial fulfillment for the award of the Masters Degree in Business Administration of Indira Gandhi National Open University. This report has not been submitted earlier either to this University or to any other University/Institution for the fulfillment of the requirement of a course of study.

(Signature of Supervisor)

(Signature of Student)

ACKNOWLEDGEMENT Project work is never the work an individual. It is more a combination of views, ideas, suggestions, contributions and work involving many individuals. I am extremely thankful to XXXXX, my project guides for his valuable support and exceptional guidance throughout my project. I express my gratitude for him continuous support without which this project could not have reached a successful completion. I would also like to a avail this opportunity to thank all the staff members of Nirulas who made a considerable contribution to which these few lines can hardly do justice to their unflagging patience and generously given support by providing me the information for my project and filling the questionanire. Last but not the least, I am thankful to all my friends for their continuous encouragement.