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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.
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.
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. Nirula’s 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 Nirula‘s catering became famous. Meanwhile, Nirula’s 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, Nirula’s rented more space in Connaught Circus (what is currently the ground floor of Nirula’s, 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, Nirula’s had also opened the first fruit preservation unit in Delhi. The jams and squash and other preserves were marketed under the name of Nirula’s 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, Nirula’s started the ‘Chinese Room’ which was the first restaurant of its kind in India. Nirula’s created history by being the first Indians of non-Chinese origin to have a Chinese food restaurant in India. In 1954, Nirula’s were the first ones to introduce espresso coffee in India. Georgia, the inceptors of espresso coffee machines gave Nirula’s
sole distribution rights for their machines and Nirula’s sold these to the luxury hotels and first class restaurants. 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. Nirula’s 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.
June 1993. Nepal. Another followed this in Kathmandu in 1986 and one in Pokhra. East of Kailash (Aug 1994) Gurgaon (Jan 1998) and Faridabad (Feb 1998).The Expansion Plan It was only by early 80’s that Nirula’s decided to expand itself. 1985) Karol Bagh (March 1986). a suburb of Delhi. Also in 1985. Nirula’s opened their first restaurant outside India in Kathmandu. Nirulas’ also set up a unit in Noida. Meanwhile Nirula’s also took over the management of restaurants at Tej’s (Nov. Bungalow Road (Oct. New Friends Colony (April 1988). Production facilities were also set up. It’s first restaurant outside Connaught Place opened at Vasant Vihar in 1980 and soon followed by Chanakya Puri(1981) and Defence Colony (1986). thus enabling Nirula’s to expand faster. 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. comprising of the first section bulk kitchen. . Ice Cream section and the bakery section was opened at Okhla. 1990). In 1985 the Central Kitchen.
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. 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. a Food Delivery Service was started at L-block. Pastry Shop and a Potpourri restaurant was commissioned in Preet Vihar. .It also started catering services for the Railways in July 1993 by providing food on the August Kranti Express from Delhi to Bombay. 1996. 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. Another outlet at Bawa Potterries Complex at Vasant Kunj opened in Aug 1996. In 1994. Nirula’s was the first to introduce in the country services on such a large scale. Chanakya and Defence Colony and was soon extended to all the units. a restaurant complex with a large family style restaurant. In Jan.
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’. It has always welcomed other restaurants stating as they assist in developing the overall business. They continue to experiment.Besides opening new outlets to cater to the ever-expanding market. Nirula’s stands for Quality. 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. Cleanliness and value for money. . Service.
the hotels are strategically located in the hearts of Delhi and Noida.the restaurant is popular among people from all countries. Burgers.PRESENT SCENARIO Established in 1934.000 guests every day. The presiding Laughing Buddha ensures that you enjoy your meal.from Continental to Indian along with its well-known Salad Bar -. Nirula's today is a diversified group having a chain of Elegant Business Hotels. Serving a wide range of foods -. and efficiency. One of the first Chinese restaurants in Delhi. Delicious. Chana Kulchas and much more. . Waiter Service Restaurants. Family Style Restaurants. cleanliness. Designed to offer superior comfort. both Western and Indian. The chain caters to over 50. Ice Cream Parlours. including Pizzas. Family Style Restaurants serving a wide variety of multi-cuisine foods. hygienic. The Chinese Room serves authentic Cantonese food. Pastry Shops and Food Processing Plants in India.
wines. NIRULA'S PASTRY SHOPS are a one-stop shop for bakery and confectionery items. spirits and beers in a pub setting. offering an extensive range of exciting and innovative Ice Cream flavours with one new flavour added every month. wines. exotic cocktails. The first of their kind in India. A modern Netizen friendly Cyber Bar with multiple Internet terminal posts and a well stocked bar serving premium liquors. beers and cocktails. State-of-the-art lifestyle Café having an interestingly new character and a contemporary ambience. . For the busy and the not so busy. a well stocked range of various liquors. The ICE CREAM PARLOURS.
an assortment of Neem. they periodically check on the growth and the welfare of the trees in a continuing programme to rejuvenate the earth.Be Eco Logical with Nirula's! Saving the environment is one of their prime concerns. Steps taken to Save the Environment ¤ Re-cycled paper boxes for take away ¤ Plastic recycling bins . they organized a "free tree saplings" drive in collaboration with the Department of Forest and Wildlife (Government of N. The free saplings -. As follow-up action. Amaltas and Jamun -.were distributed to all the interested customers.C. In August 2002. 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.T of Delhi).
which recycles the plastic into other useful plastic forms.The plastic cups and glasses that are used at Nirula's are collected through specifically placed Plastic Recycling Bins placed outside each outlet. guava and other fruit trees. Chanakyapuri. Customers are encouraged to throw their plastic cups and glasses into these bins. ¤ Maintenance of parks and roundabouts . papaya. 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. These saplings are then distributed free to their customers in Defence Colony. Nirula's has an Environment Board at all its restaurants. and Noida. The plastic items are then used for growing and gifting saplings or are sent to a plastic recycling agency. Environment Care suggestions are welcomed from their customers. ¤ Sapling giveaways The disposed plastic cups and glasses are washed thoroughly and used as poly-pots for planting saplings of lime.
¤ Waste treatment plant aerobic operation At Nirula's they believe in cutting production back of on waste the and curbing pollution. maintaining Anand Nirula's one park and is in one Niketan roundabout in Noida. They were amongst the first few organizations to have a water pollution treatment plant at their production centre in Okhla. At present.Nirula's has taken over the maintenance of two of the public parks/roundabouts as its contribution to keep the Capital green and clean. Some of the simple measures taken to cut back on waste .
To curb this waste disposal. The sludge. the drains. 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. 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.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. can easily be used as high quality manure. which is left behind. ¤ Bio Gas Plant-Anerobic Their food-processing unit at Noida generates large amounts of Industrial waste of fruits and vegetables. they have a Bio-Gas Plant where the food waste is processed and recovered in the form of methane. . On an average 70 kg of waste is generated per day in winters and twice the amount per day in summers.
garden trimmings and other organic biodegradable waste with the help of earthworms. . ¤ Disposal of the waste At Nirula's. The Community Composting message board put up there reads: We are composting leaves. special attention is paid to ensure that no harm is done to the environment. effluents are treated at special treatment plants. Before being discharged into the public sewer systems. Using energy saving bulbs and tubes to reduce electricity consumption. where worms are used to convert the vegetable waste generated from the food processing plant and the hotel at Noida into wormi-compost. Solid waste/garbage is sent to the farm for conversion into compost. A similar process is being followed at the Anand Niketan Park as well. one of the best known forms of natural fertilizer.Ali Farms. Use of thermostats for temperature control as a result of which the use of atomisation machines will be stopped. ¤ Wormiculture plant Nirula's has installed a Wormiculture Plant at a captive farm site .
economics. For instance. in a society the same person who is an employee plays a role of a member of the family. technology or society. 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. employees are aware of what services should they deliver for a particular return from their employer. Send us your leaves and garden trimmings and we shall compost them for you! LITERATURE REVIEW In today’s technologically advanced World. 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. .Please participate by discouraging leaf burning. 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.
WHAT DO WORKERS WANT? "Supervisors generally ranked good wages. promotion and good. It’s not only good money but there is lot of other needs. 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 . and sympathetic understandings of personal problems -all incentives that seem to be related to affiliation and recognition motives. These needs vary from one employee to another. job security. workers needs are totally different from the managers and are rated as least important by Manager. ' (Hersey and Blanchard 1996: 50). felling "in" on things. working conditions as the things workers want from their jobs. which an employee wants to fulfill for being satisfied and committed towards the job. While workers felt they want most is full appreciation for work done.
Figure indicates that good working conditions. promotion. STEPS TAKEN BY ORGANIZATIONS TO MOTIVATE THEIR STAFF According to Bennett (1997). appreciation. Prentice Hall of India. 50. faster.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. it a duty of managers to know about the factors that create motivation in order to be able to induce employees to work harder. But both supervisors and workers want interesting work. sympathetic understanding of personal problems from their jobs. . p. supervisors want more feeling "in" on things. discipline good pay. growth and job security are the things that workers want from their job. more efficiently and with greater enthusiasm. While.
thirst. follow: i) ii) iii) Training and Development: Rewards and incentives Fringe benefits Rewards motivate behaviour: There are two types of rewards. . and sex. such as money do not satisfy needs directly. activity. Generally these are not relevant to work motivation. Secondary rewards. but through experience we learn that they can be used in exchange for things that do satisfy needs. On the basis of motivation theories. The degree to which employees must learn about secondary rewards varies. or reinforces. Secondary rewards are clearly relevant to work motivation. that motivates behaviour primary rewards and secondary rewards. 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. so as to motivate their staff. such as hunger. drives. Primary rewards directly satisfy basic physiological needs. applications and needs studies above. rest.In other words. the organizations.
(Robert H Woods 2002:254) . but they live for recognition” is an example of this philosophy.The adage “People work for money.
This is because whilst the hospitality industry is capital intensive. In respect of (b) Riley asserts. Indeed. or forecast sales. If we accept this view of Rley’s we must also accept its corollary. there is a very good case for arguing. namely that the origin of demand for labor in hospitality organizations is sales. as Riley (1996: 70) does. 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.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. and labor inputs are extremely variable and unpredictable in nature. productivity is therefore about efficiently matching labor demand and supply. it is also labor intensive relative to many other industries. that the study of productivity in the hospitality industry is de facto the study of labor productivity. .
. This reflects the belief that an increased motivation level causes an increase in productivity – a direct cause and effect relationship. That is to say. when motivation increases. we should expect productivity to rise as a result.According to most researchers there is a positive relationship between motivation and productivity.
• Personal satisfaction is derived from the accomplishment of the task itself and recognition need not come from other people. but it is valued more as symbolizing successful goal achievement. For people with low achievement motivation. rather than by teamwork or by chance factor outside their control.CHARACTERISTICS OF HIGHLY PRODUCTIVE WORKERS For high achievers money may seem to be important. Although it is difficult to apply objective measures. . They prefer situations in which they can assume personal responsibility for solving problems. McClelland had identified four common characteristics of people with high achievement needs: the preference for personal responsibility. They like to attain success through their own efforts. Money may serve as a means of giving feedback on performance. money may serve more as a direct financial incentive for performance. the desire for specific feedback and innovativeness. People with high achievement motivation seem unlikely to remain long with an organisation that does not pay them well for good performance. the setting of moderate goals.
If the course of action is to easy or too simple. If a task is too difficult or too risky it would reduce the chances of success and of gaining need satisfaction. (Mullins 1995:257) . and satisfaction from their activities. Feedback enables them to determine success or failure in the accomplishment of their goals. There is a constant search for variety and for information to find new ways of doing things. • They want clear and unambiguous feedback on how well they are performing.• They tend to set moderate achievement goals with an intermediate level of difficulty. • They are more innovative and tend always to be moving on to something a little more challenging. there is little challenge in accomplishing the task and little satisfaction from successful performance. and to take calculated risks. Knowledge of results within a reasonable time is necessary for self-evaluation.
(d)To study also proposes suggest remedial measures to undo any undesired activities thus help improve overall performance of the organization. (c) To suggest interventions at appropriate level of human resource so as to maximize profit and minimize cost.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.
management journals. 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.. Secondary data: It was collected by reviewing different literatures. articles published by the other researchers on OD and on Nirula’s. The Research Methodology. The questionnaire comprised of closed and attitude questions. from published books. 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.RESEARCH METHODOLOGY In order to accomplish the objectives of the study. i. The methodology for collection of data included interviews and discussion with the top management of the organization. it is essential to articulate the manner in which it is to be conducted. the research process is to be carried-out in a certain framework.e.
supervisory staff was made towards improving the effectiveness of the organization.Sampling: The total sample size for this project was 50 employees at Nirula’s. analysed and interpreted. Finally an overall assessment of the contribution of top management. . The information collected through above methods was tabulated.
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.EXPECTED CONTRIBUTION OF THE STUDY The study will help the Managerial staff to focus on critical factors of effectiveness. The study was useful to all ranks of the organization and organization itself at large.
47 tonnes of milk powder. It also proves that their efforts to maintain high quality standards at their production facilities have been recognized and commended. 85 tonnes of meat. 210 tonnes of chicken.000 people visit Nirula's 3 hotels.NIRULA'S PRODUCTION FACILITIES The fact that on an average over 40. But despite these huge quantities. . Working round the clock are 20 food and dairy technologists and other management personnel who ensure that only the best reaches the consumers. 230 tonnes of sugar. 4 Fine-Dine Restaurants. quality has never been compromised.5 lakh kg of flour. 14 pastry shops and 4 bars every day is a matter of pride for everyone at Nirula's.6. 12 lakh eggs. 31 Family Style Restaurants. 20 lakh litres of milk. 200 tonnes of cream. The logistics are staggering . They have twoproduction units .one at Noida and the other at Okhla. 55 tonnes of butter and 2 lakh litres of oil are used in a year at Nirula's. 1 speciality restaurant.
etc. Food processing unit. These are sealed in airtight pouches and despatched to Nirula's outlets for consumption as well as to be sold in the retail market. Cream Cheese. In winters. The Nirula's Cheese processing unit has a capacity to process eight thousand litres of milk per shift. Cheese Spreads. soups. Mozzarella. Cheese processing unit. Feta. fruit toppings and syrups. Vegetable Food Commissary The Vegetable Food Commissary produces a whole range of semiprocessed and finished Vegetable food products ranging from curries. Cottage Cheese. Food Processing Unit This division produces 60-70 products ranging from a variety of ketchups to jams. vegetable burger patties and South Indian dishes. a Bakery and a Confectionery.The Noida production facilities include the Vegetable Food Commissary. the unit produces 17-18 tonnes of cheese and in summer the . Monterey Jack. 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.
chocolates. Ice-Cream manufacturing unit. The Bakery division uses high-speed mixture machines. 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. Okhla facilities contain the Central Commissary. Non Veg Food Commissary. Special stretching and moulding machines have been imported from Italy for this purpose. The unit produces three varieties of Pizza bases.production is about 8-10 tonnes per month. the bakery unit at Nirula's produces 35-40 items every day. mint sticks and stick jaws. 15 types of breads.000 sq ft. 15 types of cookies. Nirula's also makes 50 types of pastries with 16-17 different flavours apart from a huge variety of cakes. which prepares the dough in just three minutes. Bakery Spread across 10. waffle cones and bread cones. soups and patties/Toppings for Burger/Pizza. .
cookies. Hamburger Patty. etc are processed at the Butchery in Okhla. Quality control measures are strictly adhered to at every point -. Through the certification HACCP (Hazard Analysis of Critical Control Point) and ISO 9002. Ice Cream Manufacturing Unit Nirula's is one of the pioneers in the ice cream industry in India. Chops. a minimum of 21 different flavours of ice creams are available at various Nirula's outlets. pastries. manufacturing five thousand litres of ice cream on a daily basis. At any given point of time. caramels and chocolates. Seekh Kebab.from processing to storing at sub-zero temperatures and later. savouries. their efforts to maintain high quality Standards at our Ice Creams Production facilities have been recognised and commended.Non-veg specialities such as Tandoori Chicken. Confectionery Nirula's has a well-organised confectionery at Okhla manned by experienced chefs who whip up a variety of cakes. This ice cream is stored in cold storage rooms with temperatures as low as -25 degrees before being despatched to various outlets. Frankfurter. transportation in special refrigerated vans. .
Various tests of raw materials. Raw Material Specifications: Nirula's QAD has formulated stringent quality standards for all raw materials conforming to the regulatory requirements. The department has a wellestablished laboratory with modern testing facilities at each Production Centre (Okhla and Noida).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. 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 QAD reports to the Managing Director for his personal review. The products are checked at every stage: ¤ Analysis of Raw Material .
¤ Analysis of Under-Process Material ¤ Analysis of Finished Product Monitoring During Production A. Hygiene and Sanitation Periodic Audits are conducted at all production centres. This is done through regular Recipe Audits at all the Production levels. the report of which is sent to the production heads for compliance. B. apart from their regular medical check-up. The hygiene of individual workers is examined on a daily basis. QAD conducts fortnightly audits at the service outlets covering following parameters: ¤ Restaurant Sanitation Audit ¤ Storage Temperature ¤ Food Safety Audits ¤ Regulatory Requirements . Recipes and Manufacturing Procedures The Quality Assurance Staff monitors production and ensures adherence to the approved recipes and procedures.
effluents are sent through special effluent treatment plants. . Before being discharged into a public sewer. special attention is paid to ensure that no harm is done to the environment. Solid waste/garbage is sent to the farms for conversion into compost.R&D The department is actively involved in product improvement and product development activities. Environment: At Nirula's. The Effluent Treatment Plant is monitored by the Nirula's Quality Assurance Department.
" Nirula's has announced an exciting offer on its Delivery orders. This can be attributed to the changing life styles. In fact. 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. ANNOUNCES ITS LATEST DELIVERY PROMOTION " MANGAO KHANA 250 KA AUR COKE MOBILE PIYO FREE KA. This cool " offer.1st04 in all Nirula's Family Style Restaurants. very aptly named as Mangao Khana Rs 250 ka aur Coke Piyo Free ka" will start from Feb. Home Mr. is GM now Delivery Service indispensable in the restaurants and food Service business. Sandeep Madan. informed MarketingNirula's. .WHAT’S NEW AT NIRULA’S NIRULA'S GOES ON AIR.
This limited period offer shall be run in all the Nirula's Family Style Restaurants in the NCR. Panipat and Dehradun. 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. this time we have decided to go the Radio route. 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. 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. He feels rewarded for his loyalty towards the Brand and the organization also gains by attracting new.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. . incremental customers. Madan also informed that though in the past we have been using Print Media and Outdoors to communicate our other offers.
These scrumptious hot dogs are being introduced in all Nirula's Family Style Restaurants to suit the diverse tastes of the Indian consumer. cole slaw topped with a cheese slice and Mustard. The All American Hot Dog on the other hand is blended with grilled onions and our special sauces to recreate the . Nirula's the homegrown chain of quick service restaurants is creating a rage with its new range of hot dogs in the NCR.FUSION FOOD BECOMES THE LATEST BUZZWORD. German Hot Dog. the German Hot Dog is a compliment to Germany which is traditionally credited for originating the frankfurter aka Hot Dog. New flavours and sauces have been explored to create these four hot dog variants namely. Served open faced with Chilli Con Carne. All American Hot Dog. 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.
magic of good taste and flavour that makes it America's most popular snack for baseball lovers. with the change in lifestyle and . Topped with Chilli Con Carne. While informing about their new range of hot dogs. 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. However. Another. Inspired by Oriental cuisine. the Schezwan Hot Dog is a tangy treat for spice lovers. grilled onions and garnished with hot and spicy Schezwan sauce. Mr. Vivek KumarNirula's General Manager Operations said that even though hot dog is a favourite snack among the sports lovers abroad. This combination has been Indianised to appeal to the Indian palate. the Schezwan Hot Dog is just the right blend to cater to the capital's ever-growing taste for Chinese cuisine. its market is yet to gain momentum in the Indian fast food segment as compared to other available fast food options.
Kumar also added that though traditionally Pork sausages are used in Hot Dogs we've consciously used lamb meat. Mr. quick bite lifestyle. .consumer preferences we see hot dog becoming an ideal meal for today's non-cumbersome. instead keeping in mind the tastes and preferences of Indian consumer.
25/on a purchase of cards worth Rs. .50/.100/-. These discount coupons will be dispensed from all Archies stores & Nirula's Family Style Restaurants in the National Capital Region. 250/. innovative marketers like Nirula's are tieing up with other lifestyle brands in order to drive traffic to their stores. Nirula's has struck a deal with Archies wherein both sides will exchange Discount coupons.free of cost on a single purchase of Rs.CROSS-PROMOTION LATEST BUZZWORD BECOMES IN THE RETAIL. Nirula's coupons would entitle the bearer to food worth Rs. NIRULA'S TIES UP WITH ARCHIES In the wake of the ongoing retail industry boom. Many innovative and dynamic activities are being experimented in order to reach out to more and more new customers .and Archies coupons on the other hand will entitle the bearer to free greeting cards worth Rs. In its latest ongoing cross-promotional activity.
While talking about the promotion. Nirula's General Manager Marketing informed that these kinds of promotions are the most optimal tactics of leveraging each other's footfalls. Mr. these lend a lot of freshness and excitement to the outlets. Contest based promotion with Radio Mirchi. Nirula's is planning similar exciting promotions with other lifestyle brands whose target audience would be compatible with their own. etc. Talks are on with brands like Globus. To continue adding to its customer base. Ebony. a joint holiday package promotion with Treks & Rapids etc. Besides exchange of footfalls. The company has always been active with consumer promotions and many innovative cross promotions have been conducted in the past. Sandeep Madan. Crayola. . said Madan. have been some of our very succesful promotions which enhanced the footfalls by at least 10 to 15%. informed Madan.
With an increasing demand for its vast Menu Mix in the towns beyond the National Capital Region. the largest restaurant chain in the National Capital Region. Grows to 65 outlets in the country In line with its ongoing expansion plans. this time in Dehradun.Nirula's opens its First Family Style Restaurant in Dehradun. The restaurant was opened on Dec 16th 03 & has already received an overwhelming response from the people of Dehradun. Special attention has been devoted to the interiors of the restaurant to give it a contemporary and an appealing look. Nirula's. consumers are seen all over. Not to forget the all time favourite . Be it inside the outlet or outside. it only made sense for the Corporate to target the booming market. launched yet another family style restaurant in Uttar Pradesh. and other hot numbers along with Indian curries and tandoori items. Pizzas. Burgers & scrumptious Indian cuisine. The menu features the Hot Shoppe range of pizzas. burgers. enjoying Nirula's Ice creams.
R. . The Company has opened 20 new outlets in the region.21-ice cream flavours. and the complete range of soda fountain products. Jalandhar. Bhopal followed by major towns in the Western & Southern parts of the country. Meerut. Chandigarh. Indore.C. Kanpur. 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. Jaipur. In the last 2 years. 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. N. Nirula's has vigorously expanded in Delhi. Lucknow. in a span of less than 2 years. The next couple of months will see Nirula's going national with the launch of its restaurants in towns such as Ludhiana. The restaurant will offer its services between 11:00 am to 11:00 pm on all weekdays.
Nirula's 21s is their state of the art Life Style Café for the young & trendy. speciality sundaes. Get an Ice Cream Scoop of your choice absolutely free at Nirula's 21's . you could enroll into our exciting Birthday Club..If you are 14 and above. ice cream shakes etc. we have an irresistible range of ice creams. YES! Your Kitty Party at Nirula's means loads of fun and a memorable experience. muffins. . rolls. For those who want to chill out. grilled sandwiches. The café offers a tempting range of pizzas. coffees etc. ice cream sodas.
an exclusive multi-activity room is attached to its restaurant at Ansal's Sushant Plaza. Nirula's provide just the right venue . .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.
Pastry Shops.These vouchers are available at denominations of Rs 50. These are on-thejob training programmes. They also have a growing requirement of Management Trainees and Crew Members for “Nirula’s 21’s”. of which they have about 30 located all across the National Capital Region and one at Panipat. their new chain of Ice cream Cafés. . tailor-made to meet the business objectives of the organisation and are directed towards providing total customer satisfaction. RECRUITMENT AT NIRULA’S Their prime manpower requirement is to meet the managerial needs of their Family Style Restaurants. Rs 200 and Rs 500 at any of our restaurants. Ice Cream Parlours and bars. Rs 100. There are various Training Programmes to orient the new entrants to the culture and work practices of the organisation. 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 .
FSR Hotel Managemen
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 &
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
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. 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 . 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.
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 .
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 .Inputs Bulk Kitchens Cheese Production Unit Bakery & Confectionery Diploma/Degree Kitchen Hotel Management 1 year /Graduates Training discipline Chinese Restaurant Kitchen Potpourri Rest.
to 5 P.Management discipline Training Besides operations they also recruit personnel at different levels for their support services.g. M. M. e. 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. they have recurring requirements of Crew Members for their operations along with other support services executives. . » Personnel & Administration » Maintenance (Civil/Mechanical Engineering) » Accounts/ Finance » Purchase » Marketing » Sales » Security Also.
Personality » A. strengthen their technical knowledge and develop their personalities. young/outgoing Male/Female aspirants to join their Company. They need personnel who are keen to enhance their professional skills. What they look for are:» P.They look for youth motivated towards the Hospitality Industry.Aptitude » D.Drive » E.Fluency in spoken English .
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. . 50 crores per annum. » Ability to provide / acquire commercial space suitable for restaurants at 5 or more strategic locations. 20 crores to set up restaurant outlets. » Willingness to set up a separate company for this business venture. Chandigarh and Himachal Pradesh Zone 2: Uttar Pradesh and Uttaranchal. » Willingness to invest Rs. Haryana. Zone 3: Rajasthan and Madhya Pradesh Zone 4: Maharashtra and Gujarat Their Zonal Franchisees must have: » A turnover of at least Rs. » An established base in an "A" class city.
Connaught Circus. Complex. Mayur Vihar Phase-II. New Delhi N-Block. DDA Market. New Delhi East Delhi A-Block Shopping Complex. CSC. New Delhi Gole Market.LOCATIONS IN INDIA Corporate Office: Corner House Private Limited 93. Preet Vihar. Pushpanjali . Sector 32. Local Shopping Centre.com Delhi Central L-Block. Block B. Connaught Circus. Gurgaon-122001 Ph: 95124-5030430 Fax: 95124-2580795 E Mail : nirulas@nirulas. Delhi R. Delhi-110091 18 & 19.G.
New Delhi 12 Rajindra Bhawan. Paschim Vihar. Aruna Asaf Ali Road. Balinagar . New Delhi D-5.New Delhi South Delhi Bawa Potteries. New Delhi . DDA market. WEA. Rajindra Place. Phase III. Karol Bagh Block A-5B. Pocket B. Bunglow Road. Padam Singh Road. Vikaspuri. Prashant Vihar. North Delhi UB-10. Ashok Vihar. Delhi Community Centre Road no. 44 Pitampura. New Delhi G-21. New Delhi-110052. Community Centre. New Delhi-85 2. New Delhi H-40. Local Shopping Centre.West Delhi Ajmal Khan Road. New Delhi 6/84. DDA Market. Karol Bagh.
Shalimar House. Vasant Vihar. Astley Hall.Chanakya Cinema. New Delhi Sector-B Pocket-10. NOIDA (UP) 6-G . New Delhi 19. New Friends Colony. C-41. Chanakyapuri. New Delhi New Friends Colony.Basant Lok. Mother House DDA Community Centre Yusuf Sarai. New Delhi Grandlay Commercial complex. Saket. East of Kailash. Rajpur Road. New Delhi 23 . Dehradun . Okhla.248001 (UP) Haryana . Community Centre. New Delhi 22. New Delhi110065. New Delhi 5 . Sector-II. New Delhi Under Defence Colony Flyover. New Delhi Uttar Pradesh C-135. Vasant Kunj.
Gurgaon SCO 36. Sector 15 Market Destination Point. Panipat . Gurgaon SCF-52. Sector 31. Sushant Lok G. Badarpur Border. Sector 14. Road.132103 . Faridabad Ansal Sushant Plaza. A Block.SCO 19.T.
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% .
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. .Findings: In the survey of three outlets different age groups of respondents were contacted. 10% respondents in the age group 41-50. The percentage of different age group of respondents is presented in the above pie chart.
The majority of respondents had experience in the range of 1-4 years while others had experience in the range of 5-10 years.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. .
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.
The employers in all the three outlets were provided with Health and Accident insurance. . List two schemes at Nirula’s are aimed at motivating employees. The respondents in all the three outlets said that Nirula’s 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 Nirula’s conducted training sessions from time to time to keep them motivated and these training programmes were conducted for all level of employees. The employees in all the outlets were also provided with facilities such as transport and subsidized food. which typically pays for hospital and doctor.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. expenses.
. 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. The response is slightly averse.
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. .
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 .
The respondents stated that job security is the next important motivating factor. . Salary & wages is the most important motivating factors for the respondents of all the three hotels. Empowerment and Environment/ work culture have been rated as the least motivating factors.Findings: The above bar graph is self-explanatory. The factor that was rated third is career prospects. This clearly indicates that monetary benefits are the top motivators for the employees and if the employees are motivated than they are productive. It depicts the varied diversity of both the human nature and their likes and dislikes.
While 16% of the respondents at Nirula’s said that they were satisfied with the .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.
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 1 .
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. .
4 1.4 0.2 0 1-4 Years 1 5-10 Years 10 years and above .6 0.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 1.6 1.2 1 0.8 0.8 1.
Are you satisfied with your present job profile? Yes 3 3 2.5 2 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. 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.
your performance at work will improve? Yes 2 No them satisfied with their 3 2.being high remuneration and attractive pay incentives. Do you believe that if you are able to manage people better.5 1 0.5 2 1. Also empowerment and the feeling of “running the show” is a factor that keeps job profile.5 0 3 Yes No .
4 0.8 1. And with improved efficiencies the overall productivity of the organizations will improve.2 0 2 Yes No 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. If the operations are smooth than only will Manager be able to plan and implement new things to improve on efficiency.8 0. that ensures smooth working hence making the job easier for the Manager. Yes 2 No 1 2 1. Because if the employees are well managed.2 1 0.4 1. If a boss manages you and your colleagues well.6 0.6 1. you are much more motivated workers and the quality and quantity of your work improves. Your performance fluctuates under different bosses.
5 0 3 Yes No .Findings: The response to this question was very varied. No amount of HR practices can influence motivation levels of employees.5 1 0. 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. 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. Yes 3 No - 3 2. Two of the Managers accepted the fact their performance fluctuates under different bosses.5 2 1.
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 .
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.Findings: The Managers rated the Salary and wages as the prime motivator followed by Job Security and Empowerment.5 1 0.5 2 1.5 0 Yes No .
Findings: All the Managers said that the organizations must introduce new procedures to motivate them and other staff members. . Their output in terms of productivity is high. Because their job involved lots of stress and motivation process reduces stress and thus they are able to perform well.
Do you think that motivation leads to productivity? Yes 3 No - 3 2.5 2 1. . They all agreed that motivated staff is more productive.5 0 3 Yes No Findings: All the mangers agreed to the fact that Motivation leads to Productivity.5 1 0.
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. The OD practices in the hospitality sector are a challenging one. A manager’s major motivational task is to develop and maintain environment. which influence workers’ behaviors. Managers do not actually motivate their employees because motivation is internal to each individual. or working conditions to stimulate workers to perform effectively. Hence management in today’s environment however. as with the wind. benefits. demanding seniors and stress. can not rely on the manipulation of pay. It provides opportunity for growth and advancement with a working environment that can be considered the best in the industry.ANALYSIS An in-depth research has enabled the researcher to discuss the findings of the survey. only the results are observable. In the response . Motivation is a much more complicated process. But with the rewards and benefits come long working hours. OD practices like Motivation cannot be viewed directly. contributing members of the organization. Employers/managers need to understand those forces. in which workers will want to be productive. Management’s job is to provide an organizational culture that encourages positive employee behaviors.
The dissatisfaction level among the other employees is not a healthy sign. Today’s human resource management professionals must recognize that in order to achieve a corporate culture that fosters improved productivity. One more fact that came out after the survey that many employees were not satisfied with the appreciation and incentives system of the hotels. 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. It must be understood that motivation leads to improved productivity. To give the quality and . So to achieve organizational goals the management must try to get the maximum quality output from their employees. employee’s whether on a managerial position or on operational level personal needs must be reasonably well satisfied. of employees it is found that all employees are not satisfied with their present job profile. There were respondents though who were satisfied but a quite a considerable number of people were not satisfied.to the satisfaction level. 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 must understand that motivators must be targeted towards the different needs of individuals rather than giving them for the sake of doing it.
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.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. . These needs if fostered by the employers will inculcate a sense of loyalty and prompt him to give his best to all his assignments. 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.
State of art two-production units . Pastry Shops and Food Processing Plants in India.one at Noida and the other at Okhla. Quality food at a reasonable economical price. Few of the Eco Friendly Organizations who have put in efforts to save environment. ice Cream Parlors. The hotels are strategically located in the hearts of Delhi and Noida. Caters to over 45. group having a chain of Elegant Business Service Restaurants. . Most popular chain of restaurants with among the highest sales per square foot. Family style Water Restaurants. Strengths Diversified Hotels.SWOT ANALYSIS OF NIRULA’S After the survey and going through the secondary data the SWOT analysis was done. Serves a wide range of foods across its outlets.000 guests every day.
Innovative Marketing styles: Offers for Students. . 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. the successful aspirants undergo comprehensive training at our Training Department in Noida which is fully equipped with all modern training aids. Catering. HR Activities: Human Resources. 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. Strong Quality Assurance and R&D Department: 18 qualified and experienced Food Technologists/Chemists and Microbiologists for monitoring the quality systems at Nirula's. These are on-the-job training programmes. After selection. Corporate. and a team of highly qualified and experienced trainers. etc.
quality.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. to work value of its . Opening of its outlets in Singapore and in South East Asia. Service. Opportunities Opening of more Hotels and restaurants in and around Delhi and in major metro cities in Northern India. Nirula’s has hard to keep up the variety. 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. Cleanliness and value for money. price and products.
personnel manages. Similarly. need food and beverage managers. Customer Needs Marketing Research Mix Planning .CONCLUSION To be successful in the modern hospitality business. To satisfy customer hospitality companies needs and enjoy a good ‘bottom line’ profit. a market-oriented business philosophy is required. Most companies now spend around 10-15 per cent of total revenue on OD Practices either through In-House Efforts or External resources. rooms division managers. as shown in figure. 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. financial controllers and general managers who are market-oriented and who appreciate the importance of marketing. It is considered essential for hospitality companies to co-ordinate their OD process.
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. Customers’ presence during production and service.g. public lounges). Restaurants). 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. sales outlets (eg. 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. . an after-sales service unit (e.Operation Management Finance Personnel Long-term profits Figure 3.g.2.
Many hotel guests stay longer than just a day or two. For example. 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. the showmanship of a cocktail barman and the playing of a lobby pianist are important but intangible and unquantifiable elements of a hotel product. there is normally plenty of opportunity to demonstrate high food and beverage standards and extra attention to ensure guest satisfaction on subsequent opportunities sold. drinks. music. the smile of a waiter the politeness of a restaurant hostess. Where a guest’s meal experience is for some reason unsatisfactory. occasions before the guest’s departure. room service. Many elements of the total package are both in intangible and unquantifiable. All elements of the total package have to be satisfactory. restaurant service and mini-bar facilities may still be unhappy because of noise in his/her room. As an example. . a hotel customer who enjoys his/her meals.
as customers are to some extent a captive audience. payment for products and services will generally be made after consumption. The equivalent of a fit-on a dress or a test-drive of a car prior to purchase is not possible. As explained earlier. 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. Sales can be optimized through planned ‘in-house’ (internal) promotions and merchandising. Heterogeneous services make quality control and standardization difficult. irrespective of the training and directions that she has received. communication and training one may achieve near . As an example the smile of a waitress cannot be identical every day. Most hospitality products cannot be examined in advance of consumption. With the use of standard recipes. there is no actual distribution of products. Her personal life will have an impact on her smile. In the hospitality industry. although channels are used to attract customers.
High degree of perishability. adequate to serve 60 customers.perfection. 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. For example if a restaurant is ready to serve 100 customers for dinner and only 40 arrive. lighting. High fixed costs. But after the Secondary data on the Nirula’s. the restaurant will lose the man-hours. flowers. And as far as on the basis of SWOT Analysis one can say that Nirula’s is an effective organization. heating. means generally high profit margins and lot of scope for flexible pricing. etc. This obviously cannot be stored and reused and will affect profitability.. but assuring the same standard day after day will be difficult. coupled with low variable costs. I can say that Nirula’s has kept up to the expectations of its customers on the QSQV parameters. .
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. .
(1995) Human Resource Management UK: Macmillan .BIBLIOGRAPHY • Boella M. (1998) Managing Human Resource London: Arnold • Legge. • Cowling. (1996) Human Resource Management in the Hospitality Industry Sixth Edition Great : Stanley Thomas Publishers Ltd. C. K. A. • 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. Mailer.J.
Hodderand Stoughton. .• John Roberts 1995. Human Resource Practice in Hospitality Industry.
com www.com hotltech.com .hospitalitynet.Websites • • • • • www.nirulas.com fhrai.com hotel.
. List two welfare activities carried out by your Hotel (a) _________________________________________________________ (b)_________________________________________________________ 5. How many years have you been associated with the organization? 1-4 years 5-10 years 10 years & more 3. List two schemes at your hotel aimed at motivating employees. Your Age 20-30 31-40 41-50 51-58 [please mark whichever applicable] 2. If no than please specify: 4. Are you satisfied with your present job profile? Yes No.QUESTIONNAIRE FOR EMPLOYEES NAME: ORGANISATION: DESIGNATION: DEPARTMENT: 1.
Does the company provide you incentives? Yes No. 7. . • Job Security • Salary & wages • Empowerment • Environment/Work Culture • Career Prospects • Any other________________ 9. If no than please specify: _______________________________________ 10. Would you like your organization to introduce some new procedures so as to make staff more motivated towards job? 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. Does your company appreciate your work? Yes No. 8.(a) _________________________________________________________ (b)_______________________________________________________ 6.
you are much more motivated workers and the quality and quantity of your work improves. How many years have you been associated with the organization? 1-4 years 5-10 years 10 years & more 2. Motivation comes from within an individual. Do you believe that if you are able to manage people better. Yes No 5. If a boss manages you and your colleagues well. Yes No . your performance at work will improve? Yes No 4. If no than please specify: 3. Are you satisfied with your present job profile? Yes No. Your performance fluctuates under different bosses. No amount of HR practices can influence motivation levels of employees.QUESTIONNAIRE FOR MANAGERS NAME: COMPANY: DESIGNATION: DEPARTMENT: 1.
Would you like your organization to introduce some new procedures so as to make staff more motivated towards job? 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________________ 7.6. Please comment__________________________________ . Do you think that motivation leads to productivity? Yes No. If no than please specify: _______________________________________ 8.
mushroom or the onion pizza. 2000 Coverage in Quick Bites For a quick meal try the pizzas of the month at Nirulas.33) if he brings his report card to the counter. In 1992. Alternatively.000 triple sundaes were given away compared with only 3.Mahasweta Ghosh Roy) Nirula's : Adding to its Gourmet Fare The chain has also launched a few subtle promotion campaigns. The scheme seems to have paid rich dividends: this year 20.BUSINESS WORLD MARKETING August 23rd . 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.000 in the first year. 1995 (By .September 5th. you can enjoy a Chinese . Order your share of chicken palak pizza or the or the mouth watering paneer. ASIAN AGE Exotica March 25.
160 per adult and and Rs. . 110 per child available on weekdays.lunch buffet priced at Rs.
Some among these products are jams in strawberry and mulberry flavours. now the home-grown Nirula & Company has drawn up a blueprint to tap the food retailing segment. the fast-food chain has begun placing a mix of 16 condiments. 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. pastes and sauces in chilli and mustard variants. 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. Special oriental delicacies can be had on weekdays and Saturdays during its Chinese lunch buffets. THE HINDU November 27th. nuts and spices has been introduced. To begin with.thandai with cream. A new icecream especially for Holi .M. 2001 (Business Line) Nirula forays into food retailing Food retailing by food chains seems to be turning out more a rule than an expectation. . jams and syrups at specific retail outlets.March 15.
This marks Nirula's maiden entry in the food retailing segment. . marmalades. either visiting the national capital or was part of it . and chocolate fudge. 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.The Original fast food joint. 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. syrups. 2001 (Business Line) Reality Bites Time was when everybody who was anybody.chutneys. Feb 27. had done Nirula's . birthday bashes and family outings. sneeky dinner dates. March 22.
All those who had the Nirulas treat last year would be receiving best of luck letters. . 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. There are numerous mouth-watering dishes that are sure to tingle your taste buds. a triple ice cream sundae is theirs for the asking at any Nirulas outlet from April 1 to May 31.March 14. THE INDIAN EXPRESS Quick Bites March 31. The whole meaning behind this exercise is to encourage students to "combine fun and hard work". 2000. The scheme lasts from April 1 to May 31. Besides. Those who have won the Nirulas scholarship more than five times in a row will receive a special trophy this time. the buffet served on all days in the Chinese room is worth trying. 2000. 2000 Scholar's award & Chinese Room buffet For all students who have scored either A+ or 90% or more in their final exams.
2001 Environment: Waste Watch Fast Food chain Nirula's is asking Delhi-zens and neighbors Noida not to burn leaves.BUSINESS STANDARD April 7th. the chain hopes to have setup restaurant in Ludhiana Chandigarh and Jallandhar. After sticking faithfully to the capital for over 60 years. Outlook Jan 29th. So next time you wish to dispose garden waste. the approximately Rs 180-crore family-owned fast food and hospitality chain is finally looking beyond the national capital. look for the Nirula's box in your neighborhood and dump it. . Nirula's is synonymous with Delhi. By 2002. 2001 Nirula's appetite for growth For more Delhities. the Nirula family would like its eponymous chain to be associated with north India. By next year. garden trimmings or other biodegradable wastes. Why? Because it has installed a wormiculture plant to manufacture natural fertilizer.
One recent example is the concept of wormi-compost in the park being maintained by Nirula's at Shantiniketan. Jan 29th. Nirula's has opened a new Cyber bar called byte at it's Connaught Place outlet. Going by the international trend . . 2001 Cyber Cafes Make Way For Cyber Bars After cyber café's it's now the turn of Cyber Bars. waste treatment plants. while surfing on the Net. environmental board. Its other efforts in this area include the use of plastic recycled bins. The new bar the company claims is the first in the country where guests can enjoy there choicest drinks.Feb 19th. Delhi based restaurant chain. 2001 Nirula's and the environment Nirula's effort in saving the environment is worth noting. sapling giveaways. jute bags and wormiculture plant. New Delhi. The chain has been very sensitive to the whole issue for more than two decades. maintenance of parks and roundabouts.
Those students who have won Nirula's scholar award six times in a row will get a special prize. pineapple. The famous Nirula's ice-creams have introduced ice-cream cakes in a variety of shapes and flavors like strawberry. Every year the restaurant rewards students scoring A grade and more than 90 percent in their final examination. 2001 Nirula's Ice Cream Cake This time you will have to cut your cakes before it melts. . butterscotch and chocolate. 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. vanilla. Savvy Cook Book 1st Quarter.Midday April 1.
Tamil. Bengali.A Lexicon for the Indian Gourmet Mexican. Business Line 22nd February. 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. 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. according to the company official. Defense Colony and Vasant Vihar. Malyali.Around Town : Book Review Feb 2001 Index. The first of these parlors will kick off operations next month. . French. Russian.
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. . 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.22nd February.000 members. Now.
CERTIFICATE This is to certify that the project titled “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.” 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. (Signature of Supervisor) (Signature of Student) . 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.
. contributions and work involving many individuals. It is more a combination of views. I am extremely thankful to XXXXX. suggestions. ideas.ACKNOWLEDGEMENT Project work is never the work an individual. 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. I am thankful to all my friends for their continuous encouragement. 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. Last but not the least.
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