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A case study of “Nirula’s 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.
Anshul Kapoor ENROLMENT NUMBER # 001480177 STUDY CENTRE # REGIONAL CENTRE # PROJECT PROPOSAL NUMBER#
SCHOOL OF MANAGEMENT STUDIES INDIRA GANDHI NATIONAL OPEN UNIVERSITY MAIDAN GARHI NEW DELHI.
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 analyse 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.
Nirula family was the first to offer western style fast food in India. began ‘Hotel India’ in 1934 with 12 rooms and a restaurant with a bar license. Nirula’s today is a well-known name in the hospitality industry. A few years later.with. A true business. It came to Delhi in 1928.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. Nirula’s had set up the ‘India Coffee Shop’ in Janpath on request of the Coffee board. A modern netizen friendly Cyberbar with multiple Internet terminal posts and a well stocked bar serving premium liquors. They also specialized in catering to parties and soon Nirula‘s catering became famous. Meanwhile. Pastry Shops and Food Processing Plants in India. They realised the paucity of good eating places in and around New Delhi. ice Cream Parlours. The chain caters to over 45. beer and cocktails.000 guests every day.pleasure place. to midnight. wines. the Coffee Board of . Open on all days (except dry days) between 11:00 a.
Nirula’s had also opened the first fruit preservation unit in Delhi. Nirula’s rented more space in Connaught Circus (what is currently the ground floor of Nirula’s. Nirula’s were the first ones to introduce espresso coffee in India. In 1950. L-block) and opened a Restaurant with music and dancing serving a six course dinner for only Rs. It also started serving Indian food and introduced ballroom dancing. Georgia. The jams and squash and other preserves were marketed under the name of Nirula’s and had an all India distribution. Before 1947. With the partition of India in 1947. It 1939. the supply of raw material was disrupted and this unit was stopped. 1. the inceptors of espresso coffee machines gave Nirula’s . In 1954. Nirula’s started the ‘Chinese Room’ which was the first restaurant of its kind in India. The restaurant proved to be popular with both Indian and foreign guests. whine the Second World war had started. Nirula’s created history by being the first Indians of non-Chinese origin to have a Chinese food restaurant in India.India seeing the success of the international decided to run the business itself.
Nirula’s store was opened in the 1950’s with a section for cold meat and delicatessen products and a separate section for bakery and confectionery produce. In 1960 two specialty restaurants were opened. Nirula’s Hotel was started in 1958 and was the first modern 3-star hotel in India. coffee. . The quick service food business was again ventured into by the opening of the Snack bar in 1972 and Hot Shoppe in 1977. All of these exist till today. The first Ice Cream Parlour in India was started in 1978. La Bohame was a modern restaurant where tea. 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. Potpourri restaurant with the first salad bar in India and the Pegasus Bar were started in 1979. which was instant success.sole distribution rights for their machines and Nirula’s sold these to the luxury hotels and first class restaurants. snacks and meals were very popular.
Production facilities were also set up. Nepal. comprising of the first section bulk kitchen. Meanwhile Nirula’s also took over the management of restaurants at Tej’s (Nov. Also in 1985. Nirulas’ also set up a unit in Noida.The Expansion Plan It was only by early 80’s that Nirula’s decided to expand itself. a suburb of Delhi. 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. This unit started with a restaurant in Jan. 1990). . It’s first restaurant outside Connaught Place opened at Vasant Vihar in 1980 and soon followed by Chanakya Puri(1981) and Defence Colony (1986). Another followed this in Kathmandu in 1986 and one in Pokhra. In 1985 the Central Kitchen. Ice Cream section and the bakery section was opened at Okhla. thus enabling Nirula’s to expand faster. East of Kailash (Aug 1994) Gurgaon (Jan 1998) and Faridabad (Feb 1998). Bungalow Road (Oct. New Friends Colony (April 1988). Nirula’s opened their first restaurant outside India in Kathmandu. 1985) Karol Bagh (March 1986). June 1993.
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. Nirula’s was the first to introduce in the country services on such a large scale. In Jan. In 1994. Chanakya and Defence Colony and was soon extended to all the units. a Food Delivery Service was started at L-block. .It also started catering services for the Railways in July 1993 by providing food on the August Kranti Express from Delhi to Bombay. Pastry Shop and a Potpourri restaurant was commissioned in Preet Vihar. a restaurant complex with a large family style restaurant. Two restaurants were opened in Haryana in quick succession – in Gurgaon in 1998 and Faridabad 1998. Another outlet at Bawa Potterries Complex at Vasant Kunj opened in Aug 1996. 1996. The companies even plans on opening its outlets in Singapore and in South East Asia. Second express restaurant was opened at Rajinndra Place in 1997. Negotiations are in progress for opening more Hotels and restaurants in and around Delhi and in major metro cities in Northern India.
. It has always welcomed other restaurants stating as they assist in developing the overall business.Besides opening new outlets to cater to the ever-expanding market. 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’. They continue to experiment. Cleanliness and value for money. Service. Even though a number of new restaurants have started Nirula’s is still the most popular chain of restaurants with among the highest sales per square foot. Nirulas have always believed in expansion and improvement of its existing facilities. Nirula’s stands for Quality.
Burgers. The chain caters to over 50. the hotels are strategically located in the hearts of Delhi and Noida. both Western and Indian. . Pastry Shops and Food Processing Plants in India. hygienic.the restaurant is popular among people from all countries. Ice Cream Parlours. and efficiency. The presiding Laughing Buddha ensures that you enjoy your meal. Family Style Restaurants serving a wide variety of multi-cuisine foods. Nirula's today is a diversified group having a chain of Elegant Business Hotels. including Pizzas. The Chinese Room serves authentic Cantonese food. Chana Kulchas and much more.PRESENT SCENARIO Established in 1934. cleanliness. Delicious. Waiter Service Restaurants. Serving a wide range of foods -. Designed to offer superior comfort.from Continental to Indian along with its well-known Salad Bar -. One of the first Chinese restaurants in Delhi.000 guests every day. Family Style Restaurants.
A modern Netizen friendly Cyber Bar with multiple Internet terminal posts and a well stocked bar serving premium liquors. The first of their kind in India. wines. For the busy and the not so busy. State-of-the-art lifestyle Café having an interestingly new character and a contemporary ambience. exotic cocktails. The ICE CREAM PARLOURS. wines. a well stocked range of various liquors. offering an extensive range of exciting and innovative Ice Cream flavours with one new flavour added every month. NIRULA'S PASTRY SHOPS are a one-stop shop for bakery and confectionery items. . beers and cocktails. spirits and beers in a pub setting.
At Nirula's they continuously takes steps to create consciousness towards the environment amongst their guests. Amaltas and Jamun -. they organized a "free tree saplings" drive in collaboration with the Department of Forest and Wildlife (Government of N.T of Delhi).were distributed to all the interested customers. In August 2002. they periodically check on the growth and the welfare of the trees in a continuing programme to rejuvenate the earth. They believe firmly in nurturing the planet so the planet can nurture us. As follow-up action. The free saplings -. Steps taken to Save the Environment ¤ Re-cycled paper boxes for take away ¤ Plastic recycling bins .C.an assortment of Neem.Be Eco Logical with Nirula's! Saving the environment is one of their prime concerns.
and Noida. which recycles the plastic into other useful plastic forms. Customers are encouraged to throw their plastic cups and glasses into these bins. These saplings are then distributed free to their customers in Defence Colony. The plastic items are then used for growing and gifting saplings or are sent to a plastic recycling agency. guava and other fruit trees. Nirula's also has nurseries at these restaurants in order to grow saplings. Nirula's has an Environment Board at all its restaurants.The plastic cups and glasses that are used at Nirula's are collected through specifically placed Plastic Recycling Bins placed outside each outlet. ¤ Sapling giveaways The disposed plastic cups and glasses are washed thoroughly and used as poly-pots for planting saplings of lime. ¤ Environment Board To generate awareness amongst the lakhs of customers who visit Nirula's family style restaurants daily. ¤ Maintenance of parks and roundabouts . Chanakyapuri. Environment Care suggestions are welcomed from their customers. papaya.
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, maintaining Anand Nirula's one park and is in 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
organisations 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 to catch vegetable peels that were otherwise dumped along with the other solid waste and installing grease traps to catch spilt cooking oil and grease from the washed dishes before it entered ¤ Jute Bags They provide jute bags as a convenient shopping bag option in place of plastic and other disposable bags. ¤ 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. the drains.
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.
technology or society. economics. in a society the same person who is an employee plays a role of a member of the family. 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. 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. Send us your leaves and garden trimmings and we shall compost them for you! LITERATURE REVIEW In today’s technologically advanced World.Please participate by discouraging leaf burning. . employees are aware of what services should they deliver for a particular return from their employer. For instance. On the other side employer has no choice but to satisfy his employees by identifying and fulfilling his wants. The above logic applies to every industry whether it is politics.
' (Hersey and Blanchard 1996: 50). These needs vary from one employee to another. While workers felt they want most is full appreciation for work done. which an employee wants to fulfill for being satisfied and committed towards the job. 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 . working conditions as the things workers want from their jobs. job security.WHAT DO WORKERS WANT? "Supervisors generally ranked good wages. workers needs are totally different from the managers and are rated as least important by Manager. promotion and good. and sympathetic understandings of personal problems -all incentives that seem to be related to affiliation and recognition motives. It’s not only good money but there is lot of other needs. felling "in" on things.
But both supervisors and workers want interesting work. discipline good pay. While. it a duty of managers to know about the factors that create motivation in order to be able to induce employees to work harder. p. appreciation. Prentice Hall of India. STEPS TAKEN BY ORGANIZATIONS TO MOTIVATE THEIR STAFF According to Bennett (1997). growth and job security are the things that workers want from their job. promotion. sympathetic understanding of personal problems from their jobs. faster. Figure indicates that good working conditions. 50. . more efficiently and with greater enthusiasm.Good wages Promotion company Sympathetic personal Problems Job security Interesting work understanding of and growth with 1 3 5 7 9 3 2 5 4 6 Source: Hersey & Blanchard (1996) Management of organization Behaviour. supervisors want more feeling "in" on things.
activity. such as money do not satisfy needs directly. the organizations. On the basis of motivation theories. follow: i) ii) iii) Training and Development: Rewards and incentives Fringe benefits Rewards motivate behaviour: There are two types of rewards. such as hunger. but through experience we learn that they can be used in exchange for things that do satisfy needs. Primary rewards directly satisfy basic physiological needs. applications and needs studies above. so as to motivate their staff. thirst. Secondary rewards. and sex. The degree to which employees must learn about secondary rewards varies. Secondary rewards are clearly relevant to work motivation. that motivates behaviour primary rewards and secondary rewards.In other words. or reinforces. Generally these are not relevant to work motivation. drives. 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. . rest.
The adage “People work for money. but they live for recognition” is an example of this philosophy. (Robert H Woods 2002:254) .
it is also labor intensive relative to many other industries. This is because whilst the hospitality industry is capital intensive. namely that the origin of demand for labor in hospitality organizations is 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. that the study of productivity in the hospitality industry is de facto the study of labor productivity. and labor inputs are extremely variable and unpredictable in nature. In respect of (b) Riley asserts. or forecast sales. If we accept this view of Rley’s we must also accept its corollary. productivity is therefore about efficiently matching labor demand and supply. . Indeed.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. there is a very good case for arguing. as Riley (1996: 70) does.
. when motivation increases.According to most researchers there is a positive relationship between motivation and productivity. 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. That is to say.
McClelland had identified four common characteristics of people with high achievement needs: the preference for personal responsibility. . but it is valued more as symbolizing successful goal achievement. money may serve more as a direct financial incentive for performance. the desire for specific feedback and innovativeness. Although it is difficult to apply objective measures. rather than by teamwork or by chance factor outside their control. Money may serve as a means of giving feedback on performance. They like to attain success through their own efforts. They prefer situations in which they can assume personal responsibility for solving problems.CHARACTERISTICS OF HIGHLY PRODUCTIVE WORKERS For high achievers money may seem to be important. the setting of moderate goals. For people with low achievement motivation. People with high achievement motivation seem unlikely to remain long with an organisation that does not pay them well for good performance. • Personal satisfaction is derived from the accomplishment of the task itself and recognition need not come from other people.
If a task is too difficult or too risky it would reduce the chances of success and of gaining need satisfaction. • They want clear and unambiguous feedback on how well they are performing. there is little challenge in accomplishing the task and little satisfaction from successful performance. and satisfaction from their activities. Feedback enables them to determine success or failure in the accomplishment of their goals.• They tend to set moderate achievement goals with an intermediate level of difficulty. There is a constant search for variety and for information to find new ways of doing things. Knowledge of results within a reasonable time is necessary for self-evaluation. • They are more innovative and tend always to be moving on to something a little more challenging. and to take calculated risks. (Mullins 1995:257) . If the course of action is to easy or too simple.
(c) To suggest interventions at appropriate level of human resource so as to maximize profit and minimize cost. (b)To identify and suggest measures to fulfill the needs of the task force by critically examining its current practices policies and programmes.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. . (d)To study also proposes suggest remedial measures to undo any undesired activities thus help improve overall performance of the organization.
Secondary data: It was collected by reviewing different literatures. 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.e. from published books. The questionnaire comprised of closed and attitude questions.. management journals.RESEARCH METHODOLOGY In order to accomplish the objectives of the study. The Research Methodology. Sampling: . the research process is to be carried-out in a certain framework. i. it is essential to articulate the manner in which it is to be conducted. which follows. 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. articles published by the other researchers on OD and on Nirula’s. The methodology for collection of data included interviews and discussion with the top management of the organization. is the backbone of the study.
analysed and interpreted. supervisory staff was made towards improving the effectiveness of the organization.The total sample size for this project was 50 employees at Nirula’s. Finally an overall assessment of the contribution of top management. The information collected through above methods was tabulated. .
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.
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
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. Non Veg Food Commissary. The Bakery division uses high-speed mixture machines.000 sq ft. . Nirula's also makes 50 types of pastries with 16-17 different flavours apart from a huge variety of cakes. Okhla facilities contain the Central Commissary. Ice-Cream manufacturing unit.production is about 8-10 tonnes per month. chocolates. which prepares the dough in just three minutes. The unit produces three varieties of Pizza bases. waffle cones and bread cones. soups and patties/Toppings for Burger/Pizza. Bakery Spread across 10. mint sticks and stick jaws. 15 types of cookies. the bakery unit at Nirula's produces 35-40 items every day. 15 types of breads. Special stretching and moulding machines have been imported from Italy for this purpose.
savouries. a minimum of 21 different flavours of ice creams are available at various Nirula's outlets. Ice Cream Manufacturing Unit Nirula's is one of the pioneers in the ice cream industry in India. Frankfurter. caramels and chocolates. Quality control measures are strictly adhered to at every point -. Through the certification HACCP (Hazard Analysis of Critical Control Point) and ISO 9002. cookies. pastries. This ice cream is stored in cold storage rooms with temperatures as low as -25 degrees before being despatched to various outlets.Non-veg specialities such as Tandoori Chicken. At any given point of time.from processing to storing at sub-zero temperatures and later. transportation in special refrigerated vans. Hamburger Patty. Confectionery Nirula's has a well-organised confectionery at Okhla manned by experienced chefs who whip up a variety of cakes. . manufacturing five thousand litres of ice cream on a daily basis. Chops. their efforts to maintain high quality Standards at our Ice Creams Production facilities have been recognised and commended. Seekh Kebab. etc are processed at the Butchery in Okhla.
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. The products are checked at every stage: ¤ Analysis of Raw Material .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). Raw Material Specifications: Nirula's QAD has formulated stringent quality standards for all raw materials conforming to the regulatory requirements.
apart from their regular medical check-up.¤ Analysis of Under-Process Material ¤ Analysis of Finished Product Monitoring During Production A. The hygiene of individual workers is examined on a daily basis. B. QAD conducts fortnightly audits at the service outlets covering following parameters: ¤ Restaurant Sanitation Audit ¤ Storage Temperature ¤ Food Safety Audits ¤ Regulatory Requirements . Hygiene and Sanitation Periodic Audits are conducted at all production centres. the report of which is sent to the production heads for compliance. This is done through regular Recipe Audits at all the Production levels. Recipes and Manufacturing Procedures The Quality Assurance Staff monitors production and ensures adherence to the approved recipes and procedures.
R&D The department is actively involved in product improvement and product development activities. Before being discharged into a public sewer. Solid waste/garbage is sent to the farms for conversion into compost. effluents are sent through special effluent treatment plants. . Environment: At Nirula's. The Effluent Treatment Plant is monitored by the Nirula's Quality Assurance Department. special attention is paid to ensure that no harm is done to the environment.
This cool " offer. This can be attributed to the changing life styles.1st04 in all Nirula's Family Style Restaurants.WHAT’S NEW AT NIRULA’S 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. . Home Mr. In fact. is GM now Delivery Service indispensable in the restaurants and food Service business. informed MarketingNirula's. very aptly named as Mangao Khana Rs 250 ka aur Coke Piyo Free ka" will start from Feb. Delivery sales are a very significant chunk of our overall Restaurant sales and have been escalating quite consistently in last couple of years. eating habits and extremely hectic work schedules. Sandeep Madan.
. incremental customers. this time we have decided to go the Radio route. Mr. 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.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. He feels rewarded for his loyalty towards the Brand and the organization also gains by attracting new. Madan also informed that though in the past we have been using Print Media and Outdoors to communicate our other offers. 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. 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.
This limited period offer shall be run in all the Nirula's Family Style Restaurants in the NCR. . Panipat and Dehradun.
All American Hot Dog. German 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 . New flavours and sauces have been explored to create these four hot dog variants namely. Nirula's the homegrown chain of quick service restaurants is creating a rage with its new range of hot dogs in the NCR. cole slaw topped with a cheese slice and Mustard. Schezwan Hot Dog and Makhni Hot Dog. NIRULA'S INTRODUCES FOUR NEW INTERNATIONAL HOT DOGS With the world shrinking and appetite for fusion food growing. the German Hot Dog is a compliment to Germany which is traditionally credited for originating the frankfurter aka Hot Dog. Served open faced with Chilli Con Carne. These scrumptious hot dogs are being introduced in all Nirula's Family Style Restaurants to suit the diverse tastes of the Indian consumer.FUSION FOOD BECOMES THE LATEST BUZZWORD.
Inspired by Oriental cuisine. the Schezwan Hot Dog is a tangy treat for spice lovers. . quick bite lifestyle. Vivek KumarNirula's General Manager Operations said that even though hot dog is a favourite snack among the sports lovers abroad. the Schezwan Hot Dog is just the right blend to cater to the capital's ever-growing taste for Chinese cuisine. grilled onions and garnished with hot and spicy Schezwan sauce. While informing about their new range of hot dogs. its market is yet to gain momentum in the Indian fast food segment as compared to other available fast food options. This combination has been Indianised to appeal to the Indian palate.most popular snack for baseball lovers. However. Topped with Chilli Con Carne. Another. Mr. 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. with the change in lifestyle and consumer preferences we see hot dog becoming an ideal meal for today's non-cumbersome.
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. .
250/. Nirula's coupons would entitle the bearer to food worth Rs. In its latest ongoing cross-promotional activity. Nirula's has struck a deal with Archies wherein both sides will exchange Discount coupons.CROSS-PROMOTION BECOMES THE LATEST BUZZWORD IN RETAIL. innovative marketers like Nirula's are tieing up with other lifestyle brands in order to drive traffic to their stores.25/cards to free a worth Rs. Many innovative and dynamic activities are being experimented in order to reach out to more and more new customers. NIRULA'S TIES UP WITH ARCHIES In the wake of the ongoing retail industry boom.100/-. greeting purchase on .and Archies coupons on the other hand will entitle cards the worth of bearer Rs.50/free of cost on a single purchase of Rs.
etc. Contest based promotion with Radio Mirchi. Besides exchange of footfalls.These discount coupons will be dispensed from all Archies stores & Nirula's Family Style Restaurants in the National Capital Region. Mr. Sandeep Madan. While talking about the promotion. Crayola. these lend a lot of freshness and excitement to the outlets. Talks are on with brands like Globus. said Madan. To continue adding to its customer base. have been some of our very . The company has always been active with consumer promotions and many innovative cross promotions have been conducted in the past. Nirula's General Manager Marketing informed that these kinds of promotions are the most optimal tactics of leveraging each other's footfalls. Ebony. a joint holiday package promotion with Treks & Rapids etc. Nirula's is planning similar exciting promotions with other lifestyle brands whose target audience would be compatible with their own.
The restaurant was opened on Dec 16th 03 & has already received an overwhelming response from the people of Dehradun. the largest restaurant chain in the National Capital Region. Special attention has been devoted to the interiors of the restaurant to . Be it inside the outlet or outside. With an increasing demand for its vast Menu Mix in the towns beyond the National Capital Region. Grows to 65 outlets in the country In line with its ongoing expansion plans. it only made sense for the Corporate to target the booming market. Burgers & scrumptious Indian cuisine. Pizzas. Nirula's. informed Madan. enjoying Nirula's Ice creams. launched yet another family style restaurant in Uttar Pradesh. consumers are seen all over.succesful promotions which enhanced the footfalls by at least 10 to 15%. Nirula's opens its First Family Style Restaurant in Dehradun. this time in Dehradun.
Chandigarh. Bhopal . Not to forget the all time favourite 21-ice cream flavours. The restaurant will offer its services between 11:00 am to 11:00 pm on all weekdays.C. and other hot numbers along with Indian curries and tandoori items. The launch of the new Family Style Restaurant is part of the expansion strategy of Nirula's. Jalandhar. The next couple of months will see Nirula's going national with the launch of its restaurants in towns such as Ludhiana.give it a contemporary and an appealing look. in a span of less than 2 years. Kanpur. Indore. Nirula's has vigorously expanded in Delhi. The menu features the Hot Shoppe range of pizzas. Jaipur. The company is now looking at a very aggressive expansion in other major cities & towns with their New Zonal Franchisee Model. The Company has opened 20 new outlets in the region. The company will leverage the already established brand image to add to its line of FSRs. In the last 2 years.R. N. 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. Meerut. Lucknow. and the complete range of soda fountain products. burgers.
followed by major towns in the Western & Southern parts of the country. .
Get an Ice Cream Scoop of your choice absolutely free at Nirula's 21's .If you are 14 and above. you could enroll into our exciting Birthday Club. speciality sundaes. For those who want to chill out. . rolls. YES! Your Kitty Party at Nirula's means loads of fun and a memorable experience. Nirula's 21s is their state of the art Life Style Café for the young & trendy. grilled sandwiches. The café offers a tempting range of pizzas. we have an irresistible range of ice creams. coffees etc. ice cream shakes etc. muffins.. ice cream sodas.
Nirula's provide just the right venue .an exclusive multi-activity room is attached to its restaurant at Ansal's Sushant Plaza. .Be it a Business Lunch or a reason to celebrate.
.Nirula's Gift Voucher for All Occasions Gift your family and friends a Nirula's gift voucher.
Rs 100.These vouchers are available at denominations of Rs 50. Ice Cream Parlours and bars. Pastry Shops. . Rs 200 and Rs 500 at any of our restaurants.
They also have a growing requirement of Management Trainees and Crew Members for “Nirula’s 21’s”. tailor-made to meet the business objectives of the organisation and are directed towards providing total customer satisfaction. of which they have about 30 located all across the National Capital Region and one at Panipat. There are various Training Programmes to orient the new entrants to the culture and work practices of the organisation.RECRUITMENT AT NIRULA’S Their prime manpower requirement is to meet the managerial needs of their Family Style Restaurants. Training Eligibility Programme Duratio Criteria n Restaurant Management Training 6 months Hotel Assistant FSR Kitchen n as Confirmatio Exposure to Managemen Shift Manager Sections t Other / Cashiering Home . These are on-thejob training programmes. their new chain of Ice cream Cafés. On an average there are about 50-60 trainees who undergo training every year for these programmes.
6 months Hotel Restaurant Manager Assistant FSR Kitchen Managemen Restaurant t Other / Manager Sections Cashiering Home .Delivery Front Counter Graduate Service Floor Supervision Hotel Managemen t Other Trainee Graduate Assistant 6 months with Shift years Manager experience in the Inputs Floor Supervision 2-3 Shift Manager Managerial Assistant Delivery Basic Home / FSR Kitchen Sections Cashiering Hospitality Industry Trainee Asst.
Delivery Front Graduate Counter with years Floor Experience Supervision in the Advanced Hospitality Managerial Industry Inputs Kitchen Management Training 1 year Hotel Managemen t Graduate Chef de Partie Bulk Kitchens 4-5 Service Cheese Production Unit Bakery & Confectionery Food Processing Unit Chinese Room Kitchen Potpourri Kitchen .
With over 50. .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.000 guests visiting them daily. their employees are trained to handle the nature and volume of this business.
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. and a team of highly qualified and experienced trainers. Nirula's offers a wide scope of employment opportunities. After selection.CAREER WITH NIRULA'S Nirula's has grown steadily over the past seven decades. the successful aspirants undergo comprehensive training at our Training Department in Noida which is fully equipped with all modern training aids. . through a detailed selection process by a panel of experienced interviewing officers. For those who have seriously considered the Hospitality Industry as a career. Their ongoing expansions involve a continuous search for Human Resources. The major thrust of their requirement is towards Operations.
This on-the-job training program is tailor-made to meet their business objectives and is directed towards providing total guest satisfaction.There are various Training Programs to orient the new entrants to the culture and work ethics of their organization. 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 . On an average there are about 50-60 trainees who undergo training every year.
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 Service Floor Counter 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 .
M. . they have recurring requirements of Crew Members for their operations along with other support services executives. to 5 P. M.g. » Personnel & Administration » Maintenance (Civil/Mechanical Engineering) » Accounts/ Finance » Purchase » Marketing » Sales » Security Also. e.Management discipline Training Besides operations they also recruit personnel at different levels for their support services. 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.
Drive » E.They look for youth motivated towards the Hospitality Industry.Aptitude » D.Personality » A.Fluency in spoken English . young/outgoing Male/Female aspirants to join their Company. What they look for are:» P. They need personnel who are keen to enhance their professional skills. strengthen their technical knowledge and develop their personalities.
» Ability to provide / acquire commercial space suitable for restaurants at 5 or more strategic locations.FRANCHISING WITH NIRULA’S 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. » Willingness to invest Rs. Zone 3: Rajasthan and Madhya Pradesh Zone 4: Maharashtra and Gujarat Their Zonal Franchisees must have: » A turnover of at least Rs. Haryana. 20 crores to set up restaurant outlets. Chandigarh and Himachal Pradesh Zone 2: Uttar Pradesh and Uttaranchal. » An established base in an "A" class city. 50 crores per annum. . » Willingness to set up a separate company for this business venture.
Sector 32. New Delhi N-Block. Gurgaon-122001 Ph: 95124-5030430 Fax: 95124-2580795 E Mail : firstname.lastname@example.org Delhi Central L-Block. Delhi-110091 18 & 19.G. Local Shopping Centre. New Delhi East Delhi A-Block Shopping Complex. Block B.LOCATIONS IN INDIA Corporate Office: Corner House Private Limited 93. Preet Vihar. CSC. Pushpanjali . Delhi R. Mayur Vihar Phase-II. Connaught Circus. DDA Market. Connaught Circus. Complex. New Delhi Gole Market.
Pocket B. Karol Bagh. Karol Bagh Block A-5B. Local Shopping Centre. Phase III. New Delhi . Prashant Vihar. WEA. Bunglow Road. Delhi Community Centre Road no. Vikaspuri. North Delhi UB-10. New Delhi G-21. Ashok Vihar. Community Centre. DDA Market. New Delhi-110052. Rajindra Place. Paschim Vihar. New Delhi 12 Rajindra Bhawan. New Delhi-85 2. DDA market. New Delhi H-40. 44 Pitampura. Balinagar . New Delhi D-5.West Delhi Ajmal Khan Road. Padam Singh Road.New Delhi South Delhi Bawa Potteries. Aruna Asaf Ali Road. New Delhi 6/84.
Mother House DDA Community Centre Yusuf Sarai.Chanakya Cinema. Saket. New Delhi Grandlay Commercial complex. Community Centre. Dehradun . New Delhi New Friends Colony. NOIDA (UP) 6-G . East of Kailash. New Delhi 23 .248001 (UP) Haryana .Shalimar House. Chanakyapuri. New Delhi 19. Sector-II. New Delhi Under Defence Colony Flyover. Vasant Kunj. Astley Hall. Rajpur Road. New Delhi Sector-B Pocket-10. New Delhi110065. Vasant Vihar. C-41. New Friends Colony. Okhla. New Delhi Uttar Pradesh C-135. New Delhi 22. New Delhi 5 .Basant Lok.
132103 . Sector 14. Faridabad Ansal Sushant Plaza. Panipat .T. Badarpur Border. Gurgaon SCO 36. Sector 31.SCO 19. A Block. Sushant Lok G. Road. Sector 15 Market Destination Point. Gurgaon SCF-52.
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. 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. The percentage of different age group of respondents is presented in the above pie chart. .
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 8 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. .
. But 84% of the employees were satisfied and 16% were not satisfied.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.
Also all the respondents told that Nirula’s conducted training sessions from time to time to keep them motivated and these training programmes were conducted for all level of employees. List two schemes at Nirula’s are aimed at motivating employees. expenses. 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. which typically pays for hospital and doctor. The respondents in all the three outlets said that Nirula’s adapted to various schemes to motivate them. . The employers in all the three outlets were provided with Health and Accident insurance.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 Nirula’s. The employees in all the outlets were also provided with facilities such as transport and subsidized food.
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 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 Nirula’s said that they were appreciated for their work while 32% respondents that they were not appreciated for their work.
. Incentives create a positive work environment amongst employees leading to positive attitude and thus increased productivity.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 Nirula’s said that they were provided with incentives while others said that they were not provided with incentives.
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 .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.
Salary & wages is the most important motivating factors for the respondents of all the three hotels. This clearly indicates that monetary benefits are the top motivators for the employees and if the employees are motivated than they are productive.Findings: The above bar graph is self-explanatory. 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. It depicts the varied diversity of both the human nature and their likes and dislikes.
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 8 Findings: 84% of the respondents at Nirula’s agreed to the need for new procedures to motivate people. While 16% of the respondents at Nirula’s said that they were satisfied with the .
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 1 .existing procedures and did not need new procedures for motivation.
. 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: 99% of the respondents at Nirula’s said that motivation improved their 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 0.6 0.2 0 1-4 Years 1 5-10 Years 10 years and above .6 1.2 1 0.4 0.8 1.4 1.
5 0 Yes No 3 No - Findings: The Managers at all the three outlets said that they were satisfied with their present job profile.5 2 1. The primary reason for this is .5 1 0.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.
your performance at work will improve? Yes 2 No them satisfied with their 3 2.5 1 0. Do you believe that if you are able to manage people better. Also empowerment and the feeling of “running the show” is a factor that keeps job profile.5 0 3 Yes No .being high remuneration and attractive pay incentives.5 2 1.
Your performance fluctuates under different bosses.4 1. that ensures smooth working hence making the job easier for the Manager.2 0 2 Yes No 1 .8 0.6 1.6 0. And with improved efficiencies the overall productivity of the organizations will improve.8 1.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.4 0. Yes 2 No 1 2 1. If a boss manages you and your colleagues well. If the operations are smooth than only will Manager be able to plan and implement new things to improve on efficiency. Because if the employees are well managed. you are much more motivated workers and the quality and quantity of your work improves.2 1 0.
No amount of HR practices can influence motivation levels of employees. 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.5 0 3 Yes No . Motivation comes from within an individual.5 2 1. Two of the Managers accepted the fact their performance fluctuates under different bosses.Findings: The response to this question was very varied. Hence the quality and quantity of their work under these bosses who looked after them. Their performance was better under bosses who looked after them well. Yes 3 No - 3 2.5 1 0.
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 8 9 10 8 Salary & Wages Environment/Work Culture Any Other .
5 0 Yes No .Findings: The Managers rated the Salary and wages as the prime motivator followed by Job Security and Empowerment.5 1 0.5 2 1. The Managers said that Salaries and incentives satisfied their needs while job security gave them a sense of social security. 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. While they said that the Empowerment gave them a feeling of self esteem.
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.
5 0 3 Yes No Findings: All the mangers agreed to the fact that Motivation leads to Productivity.Do you think that motivation leads to productivity? Yes 3 No - 3 2. . They all agreed that motivated staff is more productive.5 2 1.5 1 0.
can not rely on the manipulation of pay. The OD practices in the hospitality sector are a challenging one. Hence management in today’s environment however. It provides opportunity for growth and advancement with a working environment that can be considered the best in the industry. demanding seniors and stress. A manager’s major motivational task is to develop and maintain environment. which influence workers’ behaviors. or working conditions to stimulate workers to perform effectively. only the results are observable. Managers do not actually motivate their employees because motivation is internal to each individual. as with the wind. But with the rewards and benefits come long working hours. OD practices like Motivation cannot be viewed directly. benefits. Motivation is a much more complicated process. contributing members of the organization. Employers/managers need to understand those forces. Management’s job is to provide an organizational culture that encourages positive employee behaviors. . in which workers will want to be productive.ANALYSIS An in-depth research has enabled the researcher to discuss the findings of the survey.
. 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. employee’s whether on a managerial position or on operational level personal needs must be reasonably well satisfied. 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. There were respondents though who were satisfied but a quite a considerable number of people were not satisfied. Today’s human resource management professionals must recognize that in order to achieve a corporate culture that fosters improved productivity. In the response to the satisfaction level.This fact is asserted in the survey where there are a lot of diversities in the views of respondents from three outlets of Nirula’s. One more fact that came out after the survey that many employees were not satisfied with the appreciation and incentives system of the hotels. 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.
Thus leading to a high order of performance and thus the highest order of productivity. Once these need level is achieved an individual starts looking for the next level of needs. 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.It must be understood that motivation leads to improved productivity. These needs if fostered by the employers will inculcate a sense of loyalty and prompt him to give his best to all his assignments. 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.
State of art two-production units . . Quality food at a reasonable economical price. ice Cream Parlors. Pastry Shops and Food Processing Plants in India. Family style Water Restaurants. Most popular chain of restaurants with among the highest sales per square foot.000 guests every day. Serves a wide range of foods across its outlets.one at Noida and the other at Okhla. Caters to over 45. Few of the Eco Friendly Organizations who have put in efforts to save environment.SWOT ANALYSIS OF NIRULA’S After the survey and going through the secondary data the SWOT analysis was done. The hotels are strategically located in the hearts of Delhi and Noida. Strengths Diversified Hotels. group having a chain of Elegant Business Service Restaurants.
through a detailed selection process by a panel of experienced interviewing officers. There are various Training Programmes to orient the new entrants to the culture and work practices of the organisation. HR Activities: Human Resources. After selection. etc. Catering. the successful aspirants undergo comprehensive training at our Training Department in Noida which is fully equipped with all modern training aids. 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. tailor-made to meet the business objectives of the organisation and are directed towards providing total customer satisfaction. and a team of highly qualified and experienced trainers. These are on-the-job training programmes. . Corporate. Innovative Marketing styles: Offers for Students.
Changing Social Culture and Eating Habits: As one says the McDonization is going across the globe. Threats To compete with the growing number of International Fast Food Chains on the factors like Quality. price and products. to work value of its . Cleanliness and value for money. Service. quality. Opening of its outlets in Singapore and in South East Asia. Nirula’s has hard to keep up the variety.Weakness Even though Nirula’s selects its Franchisee’s 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.
rooms division managers. personnel manages. 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. 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. Customer Needs Marketing Research Mix Planning . Similarly. as shown in figure. a market-oriented business philosophy is required. financial controllers and general managers who are market-oriented and who appreciate the importance of marketing. To satisfy customer hospitality companies needs and enjoy a good ‘bottom line’ profit.CONCLUSION To be successful in the modern hospitality business. need food and beverage managers.
guest relations desk) all rolled into one!More personnel contact between the service providers and customers.Operation Management Finance Personnel Long-term profits Figure 3.2. 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. public lounges). Restaurants). sales outlets (eg. maintenance services) and a customer complaint counter (e.g. an after-sales service unit (e. Marketing Orientation in the hospitality business In many ways. . Customers’ presence during production and service. 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.g.g.
Many hotel guests stay longer than just a day or two. there is normally plenty of opportunity to demonstrate high food and beverage standards and extra attention to ensure guest satisfaction on subsequent opportunities sold. . 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. the clarity of speech of a room service order taker. occasions before the guest’s departure. a hotel customer who enjoys his/her meals. Many elements of the total package are both in intangible and unquantifiable. music. 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. drinks. Where a guest’s meal experience is for some reason unsatisfactory. For example. As an example. the showmanship of a cocktail barman and the playing of a lobby pianist are important but intangible and unquantifiable elements of a hotel product. room service. the smile of a waiter the politeness of a restaurant hostess.
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. In the hospitality industry. Sales can be optimized through planned ‘in-house’ (internal) promotions and merchandising. although channels are used to attract customers. as customers are to some extent a captive audience. Most hospitality products cannot be examined in advance of consumption. irrespective of the training and directions that she has received. As an example the smile of a waitress cannot be identical every day. Heterogeneous services make quality control and standardization difficult. payment for products and services will generally be made after consumption. As explained earlier. there is no actual distribution of products. communication and training one may achieve near . With the use of standard recipes. Her personal life will have an impact on her smile. The equivalent of a fit-on a dress or a test-drive of a car prior to purchase is not possible.
heating. coupled with low variable costs. This obviously cannot be stored and reused and will affect profitability. adequate to serve 60 customers. On the basis of analysis of the questionnaire survey of employees one can say that Nirula’s has utilized OD practices as a HRD tool to motivate its employees at all levels. And as far as on the basis of SWOT Analysis one can say that Nirula’s is an effective organization. High degree of perishability.perfection. the restaurant will lose the man-hours. means generally high profit margins and lot of scope for flexible pricing.. I can say that Nirula’s has kept up to the expectations of its customers on the QSQV parameters. High fixed costs. but assuring the same standard day after day will be difficult. lighting. . flowers. For example if a restaurant is ready to serve 100 customers for dinner and only 40 arrive. etc. But after the Secondary data on the Nirula’s.
. 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.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.
A. (1998) Managing Human Resource London: Arnold • Legge. K. (1996) Human Resource Management in the Hospitality Industry Sixth Edition Great : Stanley Thomas Publishers Ltd. (1995) Human Resource Management UK: Macmillan . Mailer.BIBLIOGRAPHY • Boella M. • 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.J. C. • Cowling.
Human Resource Practice in Hospitality Industry. Hodderand Stoughton. .• John Roberts 1995.
hospitalitynet.com .com fhrai.com hotltech.com hotel.nirulas.Websites • • • • • www.com www.
List two schemes at your hotel aimed at motivating employees. If no than please specify: 4. How many years have you been associated with the organization? 1-4 years 5-10 years 10 years & more 3. .QUESTIONNAIRE FOR EMPLOYEES NAME: ORGANISATION: DESIGNATION: DEPARTMENT: 1. List two welfare activities carried out by your Hotel (a) _________________________________________________________ (b)_________________________________________________________ 5. Are you satisfied with your present job profile? Yes No. Your Age 20-30 31-40 41-50 51-58 [please mark whichever applicable] 2.
If no than please specify: _______________________________________ 10. 8.(a) _________________________________________________________ (b)_______________________________________________________ 6. Would you like your organization to introduce some new procedures so as to make staff more motivated towards job? Yes No. Does your company appreciate your work? Yes No. . Does the company provide you incentives? Yes No. Do you think that motivation leads to productivity? 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 means Highly Motivating 1 means least Motivating. 7. • Job Security • Salary & wages • Empowerment • Environment/Work Culture • Career Prospects • Any other________________ 9.
QUESTIONNAIRE FOR MANAGERS NAME: COMPANY: DESIGNATION: DEPARTMENT: 1. Motivation comes from within an individual. If a boss manages you and your colleagues well. Yes No 5. Do you believe that if you are able to manage people better. No amount of HR practices can influence motivation levels of employees. If no than please specify: 3. How many years have you been associated with the organization? 1-4 years 5-10 years 10 years & more 2. you are much more motivated workers and the quality and quantity of your work improves. Are you satisfied with your present job profile? Yes No. Your performance fluctuates under different bosses. your performance at work will improve? Yes No 4. Yes No .
If no than please specify: _______________________________________ 8. Would you like your organization to introduce some new procedures so as to make staff more motivated towards job? Yes No.6. Do you think that motivation leads to productivity? 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 Security • Salary & wages • Empowerment • Job Appreciation • Environment/Work Culture • Career Prospects • Any other________________ 7. Please comment__________________________________ .
2000 Coverage in Quick Bites For a quick meal try the pizzas of the month at Nirulas.000 in the first year. 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.BUSINESS WORLD MARKETING August 23rd . mushroom or the onion pizza.September 5th. 1995 (By . you can enjoy a Chinese .000 triple sundaes were given away compared with only 3. In 1992.Mahasweta Ghosh Roy) Nirula's : Adding to its Gourmet Fare The chain has also launched a few subtle promotion campaigns. Alternatively.33) if he brings his report card to the counter. Order your share of chicken palak pizza or the or the mouth watering paneer. ASIAN AGE Exotica March 25. The scheme seems to have paid rich dividends: this year 20.
lunch buffet priced at Rs. . 160 per adult and and Rs. 110 per child available on weekdays.
thandai with cream. Special oriental delicacies can be had on weekdays and Saturdays during its Chinese lunch buffets. 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. jams and syrups at specific retail outlets. Some among these products are jams in strawberry and mulberry flavours. To begin with. 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. the fast-food chain has begun placing a mix of 16 condiments.March 15. pastes and sauces in chilli and mustard variants. now the home-grown Nirula & Company has drawn up a blueprint to tap the food retailing segment. THE HINDU November 27th. nuts and spices has been introduced. 2001 (Business Line) Nirula forays into food retailing Food retailing by food chains seems to be turning out more a rule than an expectation. A new icecream especially for Holi .
syrups. sneeky dinner dates. but also one that played host to various courtships. marmalades.chutneys. either visiting the national capital or was part of it . and chocolate fudge. 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. had done Nirula's . . 2001 (Business Line) Reality Bites Time was when everybody who was anybody.The Original fast food joint. birthday bashes and family outings. March 22. Nirula's had to its credit not only the tag of the restaurant that virtually brought fast food to Delhi. 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". This marks Nirula's maiden entry in the food retailing segment.
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 café'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.
butterscotch and chocolate. Every year the restaurant rewards students scoring A grade and more than 90 percent in their final examination. The famous Nirula's ice-creams have introduced ice-cream cakes in a variety of shapes and flavors like strawberry. 2001 Nirula's treat for bright students Nirula's. vanilla.Midday April 1. pineapple. 2001 Nirula's Ice Cream Cake This time you will have to cut your cakes before it melts. . Savvy Cook Book 1st Quarter. Those students who have won Nirula's scholar award six times in a row will get a special prize.the largest family food and restaurant chain in Delhi has announced its annual scholar scheme today.
Bengali. Nirula's is putting the final touches to its plans to set up ise cream parlors under the brand name 21s. Malyali. .Around Town : Book Review Feb 2001 Index. Tamil. Business Line 22nd February.A Lexicon for the Indian Gourmet Mexican. Russian. Marathi…wish 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. The first of these parlors will kick off operations next month. Defense Colony and Vasant Vihar. French. according to the company official. 2002 Nirula's to open highway restaurant Highway restaurants suddenly seem to be attracting the attention of quick service fast food chains.
Now. 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. Nirula's keeps alive the experience of eating out by coming up with some interesting offers.000 members. .22nd February. they are moving away from the roadside eateries and even upmarket restaurants to be a part of the Pizza and Burger Brigade. Its unique kids club has around 80.
” 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. (Signature of Supervisor) (Signature of Student) .CERTIFICATE This is to certify that the project titled “A case study of “Nirula’s Corner House Pvt. Ltd.” is an original work of the Student and is being submitted in partial fulfillment for the award of the Master’s 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.
suggestions. I would also like to a avail this opportunity to thank all the staff members of Nirula’s 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 extremely thankful to XXXXX.ACKNOWLEDGEMENT Project work is never the work an individual. . I express my gratitude for him continuous support without which this project could not have reached a successful completion. It is more a combination of views. my project guides for his valuable support and exceptional guidance throughout my project. ideas. contributions and work involving many individuals. I am thankful to all my friends for their continuous encouragement.
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