UNIVERSITY OF MUMBAI

Project report
ON

A STUDY OF BEST HR PRACTICES IN SERVICE INDUSTRY

SUBMITTED BY
MS.SHRUTI JAGTAP
ROLL NO.24
BACHELOR OF MANAGEMENT STUDIES

SEMESTER VI (TYBMS)

(Academic year 2023-2024)

Shri. Vishnu Waman Thakur Charitable Trust’s. VIVA COLLEGE (virar west)
CERTIFICATE
 DECLARATION
I,Shruti jagtap, the student of TYBMS semester v (2023-2024),
hereby declare that the project report on the Topic- A STUDY OF
BEST HR PRACTICES IN SERVICE INDUSTRY Is a piece of Genuine
work done under the guidance of Miss Swati sonagare. The
project is undertaken as a part of accomplishment for the partial
fullfilment of the matter embodied in this project report has not
been submitted as where by anybody for the award of any
degree or diploma.

DATE:- Shruti jagtap

 ACKNOWLEDGEMENT
I would hear by take the opportunity to express my indebteness
to people who have helped me to complete this task. with a deep
sense of gratitude I once express my sincere thanks to my College
professor miss Amruta Ghorpade and project guide professor

Miss Swati sonagare so there active support and continuous

guidance without which it would have been difficult for me to
sustain in this world.

Shruti jagtap
 INDEX
Project content page no.
Chp1. Introduction of company

Chp2. Introduction of topic

I. Meaning
II. Impotence
III. Advantage
IV. Best practices

Chp3.

I. Objective of the study

II. Literature review
III. Research methodology

Chp4.

I. Data analysis
II. Data interpretation
III. Finding
IV. Suggestions
V. Recommendation

Chp5.

I. Conclusion
II. Bibliography
III.
IV. (sample questionnaire) s
 Exclusive Summary
HR has considerably involved in the past decades and continuous to do.
yet core human resource best practices have persisted serving as
guidelines for HR professionals over the years but what do they entail
and why they are so important? we will go over the best practices of HR
these are crucial to effective Human Resource Management.
Best practices are a set of Human Resource Management processes and
actions that work usually in HRM research. there are two schools of
thought how to manage people, the first one is the best fit , the second
is the best practices.
Best HR practices involve the strategic operations of HR. they form the
foundation and guidance for managing the companies employees and
should co-ordinate with the executive business plan. some examples of
HR practices include setting the mission and goals for the HRD
department.
In 2023 HR departments have shifted their focus from the future of work
to the now of work. Many established during the covid-19 pandemic have
accelerated forcing companies to reaching HR best practices and plan for
a quickly changing future. companies that ambulance HR best practices
see better moral, improved productivity and increased employee
retention according to an extensive study by Oxford University, happy
employees are 13% more productive to than unhappy employees. For
employees in sales boosting happiness can increase close deals by 37%.
As a strategic leader at your organisation it's up to you to align HR goals
with the overall business goals so everyone is on the same page.
Introduction
to the
company
Chp1
Company type Corporate group

Industry Conglomerate

Founded 1868; 156 years ago

Founder Jamsetji Tata

Headquarters Bombay house, Mumbai, Maharashtra, India

Area served World wide

Key people Ratan Tata

(Chairman Emeritus)
Natarajan Chandrasekaran
(Chairman & Managing Director)
S Parmar (chief corporate counsel)
Products Automotive * Chemicals * Defence * Electronics
*FMCG *Jewellers * Home appliances * Salt * Steel
* Cement * Tea
Services Airlines * Aerospace * Consultancy * Electric utility *
Electric power * Finance * Hospitality * Hotels *
Information technology * Retail * E-commerce *
Real estate * Telecommunications
Revenue Increase ₹12 lakh crore (US$150 billion)[3] (FY 2023)

No.of employees 1,028,000 (FY 2023)

Website www.tata.com
There are 29 publicly listed Tata Group companies with a combined market capitalisation of ₹30.7 trillion
(US$370 billion) as of February 19th, 2024. Major affiliates include Tata Consultancy Services, Tata Motors,
Tata Projects, Tata Power, Titan, Tata Steel, Air India, Indian Hotels Company, Tata Consumer Products,
Voltas, Trent, Cromā and BigBasket.

The company has attracted controversy for reports of political corruption, environmental issues, land
grabbing, cronyism, theft, mass killings, and exploitation of its customers, Indian citizens, and natural
resources.

1839–1904
Jamshedji Nusserwanji Tata was born in 1839. Tata graduated from Elphinstone College in Bombay in 1858.
Shortly afterwards, he joined his father’s trading firm that dealt in general merchandise. There, the junior
Tata took a special interest in developing trade with China.

When the American Civil War caused a boom in the Bombay cotton market, Tata and his father joined the
Asiatic Banking Corporation. When the tide ebbed, Tata’s credit was left desolate. Fortunately, the firm’s
credit was re-established during the next three years. A share in the lucrative contract for the commissariat
of Napier’s expedition to Abyssinia in 1868 restored the family fortune.” In 1870 with Rs.21,000 capital, he
founded a trading company. Further, he bought a bankrupt oil mill at Chinchpokli and converted it into a
cotton mill, under the name Alexandra Mill which he sold for a profit after two years. In 1874, he set up
another cotton mill at Nagpur named Empress Mill. He dreamed of achieving four goals, setting up an iron
and steel company, a unique hotel, a world-class learning institution, and a hydroelectric plant. During his
lifetime, in 1903, the Taj Mahal Hotel at Colaba waterfront was opened making it the first hotel with
electricity in British India.

1904–1938
After Jamsetji’s death, his older son Dorabji Tata became the chairman in 1904. Sir Dorabji established the
Tata Iron and Steel Company (TISCO), now known as Tata Steel in 1907. Marking the group’s global
ambitions, Tata Limited opened its first overseas office in London. Following the founder’s goals, Western
India’s first hydro plant was brought to life, giving birth to Tata Power. Yet another dream, Indian Institute
of Science was established with the first group of students admitted in 1911.

B J. R. D. Tata became chairman of Tata Group from 1938 - 1991

J. R. D. Tata was made chairman of the Tata Group in 1938. Under his chairmanship, the assets of the Tata
Group grew from US$101 million to over US$5 billion. Starting with 14 enterprises, upon his departure
half a century later in 1988, Tata Sons had grown to a conglomerate of 95 enterprises. These enterprises
consisted of ventures that the company had either started or in which they held a controlling interest. New
sectors such as chemicals, technology, cosmetics, marketing, engineering, manufacturing, tea, and
software services earned them recognition.

In 1932, JRD founded an airline, known as Tata Air Services (later renamed Tata Airlines). In 1953, the
Government of India passed the Air Corporations Act and purchased a majority stake in the carrier from
Tata Sons, though JRD Tata would continue as chairman till 1977.

In 1945, Tata Motors was founded, first focused on locomotives. In 1954, it entered the commercial vehicle
market after forming a joint venture with Daimler-Benz. In 1968, Tata Consultancy Services was founded.

1991–Present
In 1991, Ratan Tata became chairman of Tata Group. This was also the year of economic liberalization in
India, opening up the market to foreign competitors. During this time, Tata Group began to acquire several
companies. Tata Group bought Tetley In February 2000. After that, it acquired Corus Group in 2007. In the
year 2008, it acquired Jaguar and Land Rover. The company’s subsidiary Tata Motors launched the Tata
Nano which they presented as “the world’s most affordable car” in 2008.

In 2017, Natarajan Chandrasekaran was appointed chairman. He was instrumental in restructuring

business verticals and increasing promoter stake ownership in companies. Under his leadership, the group
made acquisitions through insolvency law and investments in E-commerce, expanded its airline business
by winning a bid for Air India, and completely bought Air Asia India. He has mentioned the future strategy
is to focus on healthcare, electronics, and digital.

Tata Owned Air India got approval to acquire AirAsia India, nearly two months after putting forth the
proposal. The Competition Commission of India (CCI) approved the acquisition of the entire shareholding
in Air Asia India by Tata-owned Air India.

Chairman
The chairman of Tata Sons is usually the chairman of the Tata Group. As of 2020, there have been seven
chairmen of Tata Group.

Jamsetji Tata (1868–1904)

Sir Dorabji Tata (1904–1932)

Sir Nowroji Saklatwala (1932–1938)

J. R. D. Tata (1938–1991)

Ratan Tata (1991–2012)

Cyrus Mistry (2012–2016)

Ratan Tata (2016–2017)

Natarajan Chandrasekaran (2017–present)

Affiliated companies

Compay Major Subsidiary Equity Stake

Voltas Universal MEP Projects & 26.64%
Engineering Services
Vistara N/A 51%
Trent (weatside) 1. Westside
2. Star bazaar 32.45%
3. Landmark bookstores
4. Zudio
Titan company Limited 1. CaratLane
2. Favre-Leuba
3. Fastrack 20.84%
4. Tanishq
5. Taneira
Tata Teleservices N/A 19.58%
1. Indian steel and wire
products
2. Tata Steel Netherlands
Tata Steel 3. Tata steel UK 32.46%
4. Tata steel Thailand
5. Tayo Rolls
6. Tata Robins fraser
Ltd.(TRF)
Tata reality and infrastructure N/A 100%
Tata Projects N/A 100%
1. Tata Power Solar
2. Nalco Limited (48.64%)
3. Maxthon Power
4. Tata Power Delhi Dist
Ltd
Tata Power 5. TP Central Odisha Dist 45.21%
Ltd
6. TP Western Odisha Dist
Ltd
7. TP Northern Odisha
Dist Ltd
Tata play N/A 60%
1. Tata autocomp Systems
Limited
2. Tata Technologies
Limited
3. Jaguar Land Rover
Tata Motors 4. Tata Daewoo 46.40%
 5. Tata hispano
6. Tata Hitachi
construction
machinery
7. Tata Motors cars

Tata Autocomp Systems N/A 100%

Tata International Vehicle N/A 100%
Applications
1. Tata Chemicals Europe
2. Rallis India Limited
Tata Chemicals 3. Brunner Mond 31.90%
4. British Salt
5. Magadi Soda Company
6. Tata Swach
1. Good Earth Teas
2. Tata Coffee
Tata Consumer Products 3. Tata Salt 29.39%
4. Tetley
5. Eight O’Clock
6. Tata Starbucks (50%)
Voltas Universal MEP Projects & 26.64
Engineering Services
1. CaratLane
2. Favre-Leuba
Titan Company Ltd 3. Fastrack 20.84
4. Tanishq
5. Taneira
Star Bazaar N/A 100%
1. Westside
Trent (Westside) 2. Star Bazaar
3. Landmark Bookstores 32.45
4. Zudio
Tata Capital N/A 100%
Tata Asset Management Tata Mutual Fund 100%
Tata AIG N/A 100%
Tata AIA Life N/A 100%
Tata Investment Corp N/A 68.51
1. Taj Hotels
Indian Hotel Company 2. Vivanta 38.43
3. Ginger
Taj Air N/A 100%
1. Air India
Air India Limited 2. Air India Express 100%
3. Air India SATS Airport
Services (50%)
Vistara N/A 51%
Tata Communications VSNL International Canada 31.90
Tata Teleservices N/A 19.58
Tata Play N/A 60%
Tata International N/A 100%
Tata Industries Ltd 1. Tata Health 100%
2. TataCLiQ
1. Hemisphere Prop
(7.96%)
2. Tata Communications 100%
Panatone Finvest (44.80%)
3. Tejas Networks
(52.40%)
1. BigBasket (68%)
2. Tata 1mg (55%)
Tata Digital 3. Tata Neu 100%
4. Infiniti Retail
5. Tata nexarc
PLF PVT LTD PLC OF INDIA – Legal Processing Divisions N/A
TATA GROUP LEGAL DIVISION

Acquisitions
• February 2000 – Tetley Tea Company, $407 million

• March 2004 – Daewoo Commercial Vehicle Company, $102 million

• August 2004 – NatSteel's Steel business, $292 million

• November 2004 – Tyco Global Network, $130 million

• July 2005 – Teleglobe International Holdings ion

• October 2005 – Good Earth Corporation

• December 2005 – Millennium Steel, Thailand, $165 million

• December 2005 – BrunnerMondChemicals, $10 million

• June 2006 – Eight’o clock coffee, $220 million

• November 2006 – Ritz Carlton Boston, $170 million

• January 2007 – Corus Group, $12 billion

• March 2007 – PT Kaltim Prima Coal (KPC) (Bumi Resources), $1.1 billion

• April 2007 – Campton Place Hotel, San Francisco, $60 million

• January 2008 – Imacid Chemical Company, Morocco

 • February 2008 – General Chemical Industrial Products, $1 billion

• March 2008 – Jaguar Cars nd LandRover, $2.3 billion

• March 2008 – Serviplem SA, Spain

• April 2008 – Comoplesa Lebrero SA, Spain

• May 2008 – Piaggio Aero Industries S.p.A Italy-Sold Off in 2015.

• June 2008 – China Enterprise Communications, China

• October 2008 – Miljo Grenland / Innovasjon, Norway

• April 2010 – Hewitt Robins International, United Kingdom

• July 2013 – Alti SA, France

• December 2014 – Energy Products Limited, India

• June 2016 – Welspun Renewables Energy, India

• May 2018 – Bhushan Steel Limited, India

• February 2021 - BigBasket (68%) by Tata Digital

• June 2021 - 1mg (55%) by Tata Digital

• October 2021 – Air India, Air India Express and 50% stake in Air India SATS for ₹18,000
crore (US$2.3 billion).

• January 2022 - Nilachala Ispat Nigam Ltd, $1.5 billion

Former companies
• Tata Interactive Systems

• Tata oil mills company and its subsidiary Lakmé Cosmetics

Philanthropy
Tata Group has helped establish and finance numerous research, educational and
cultural institutes in India, and received the Carnegie Medal of Philanthropy. Some
of the institutes established by the Tata Group are:

• Indian Institute of Science

• Tata Institute of Fundamental Research
 • The Energy and Resources Institute (formerly known as Tata Energy and
Research Institute), a non-governmental research institute
• The JRD Tata Ecotechnology Centre
• National Centre for Performing Arts
• Tata Center for Technology & Design at Massachusetts Institute of Technology
• Tata Centre for Technology & Design at IIT Bombay
• Tata Cricket Academy
• Tata IPL
• Tata Football Academy
• Tata Institute of Social Sciences
• Tata Management Training Centre
• Tata Medical Center, inaugurated on 16 May 2011 by Ratan Tata
• Tata Memorial Hospital
• Tata Cancer Hospital
• Tata Trusts, a group of philanthropic organizations run by the head of the
business conglomerate Tata Sons

In 2008, Tata Group donated US$50 million to Cornell University for “agricultural
and nutrition programs in India and for the education of Indian students at Cornell.”

In 2010, Tata Group donated INR 2.20 billion (US$50 million) to Harvard Business
School to build an academic and a residential building for executive education
programmes on the institute’s campus in Boston, Massachusetts. The building, now
known as Tata Hall, is the largest endowment received by Harvard Business School
from an international donor.

In 2017, Tata Trusts gifted US$70 million to University of California, San Diego and
also partnered with it in setting up Tata Institute for Genetics and Society(TIGS) to
address some of the world’s most pressing issues, ranging from public health to
agriculture. In recognition of the donation, the building which houses TIGS has been
named Tata Hall. It is also the largest international donation made to University of
California, San Diego.

In 2017, Tata Consultancy Services (TCS) donated an unprecedented US$35 million

grant to Carnegie Mellon University, the largest ever industry donation to the
university, to collaborate on promoting next-generation technologies that will drive
the Fourth Industrial Revolution, including cognitive systems and autonomous
vehicles.
In 2017, the Tata Football Academy won the bid to form the Jamshedpur FC, a
football club based on Jamshedpur of Jharkhand in the 4th edition of the Indian
Super League.

In 2020, Tata Group has donated INR 15 billion to PM Cares Fund to fight against
COVID-19 pandemic in India

Tata Trusts
1. Sir Dorabji Tata Trust and Allied Trusts
• Sir Dorabji Tata Trust
• Lady Tata Memorial Trust
• JRD Tata Trust
• Jamsetji Tata Trust
• Tata Social Welfare Trust
• JN Tata Endowment
• Tata Education Trust
• RD Tata Trust
• The JRD and Thelma J Tata Trust
2. Sir Ratan Tata Trust & Allied Trusts
• Sir Ratan Tata Trust
• Tata Education and Development Trust
• Navajbai Ratan Tata Trust
• Bai Hirabai J. N. Tata Navsari Charitable Institution
• Sarvajanik SevaTrust

Criticism and controversies

The company has attracted controversy for reports of political corruption, cronyism,
theft, mass killings, and exploitation of its customers, Indian citizens, and natural
resources.

Munnar, Kerala
The Kerala Government filed an affidavit in the high court alleging that Tata Tea had
“grabbed” forest land of 3,000 acres (12 km2) at Munnar. The Tatas provided that
they possessed 58,741.82 acres (237.7197 km2) of land, which they are allowed to
retain under the Kannan Devan Hill (Resumption of Lands) Act, 1971, and there was
a shortage of 278.23 hectares (2.7823 km2) in that. The Chief Minister of Kerala V.S.
Achuthanandan, who vowed to evict all on government land in Munnar, formed a
special squad for the Munnar land takeover mission and started acquiring back
properties. However, the mission was aborted due to both influential landholders
and opposition from Achuthanandan’s own party.

Kalinganagar, Odisha
On 2 January 2006, Kalinganagar, Tribal Orissa villagers protested against the
construction of a new steel plant for Tata Steel on land historically owned by them.
Some of the villagers had been evicted without adequate relocation. Police
retribution was brutal: 37 protesters were injured and 13 killed, including 3 women
and a 13-year-old boy. One policeman was hacked to death by a mob after police
had opened fire on protestors with tear gas and rubber bullets. Family members of
the deceased villagers later claimed that the bodies had been mutilated during
post-mortem examination.

Supplies to Burma’s military regime

In December 2006, Myanmar’s chief of general staff, General Thura Shwe Mann,
visited the Tata Motors plant in Pune. In 2009, Tata Motors announced that it would
manufacture trucks in Myanmar. Tata Motors reported that these contracts to
supply hardware and automobiles to Burma’s military were subsequently criticised
by human rights activists.

Singur land acquisition

The Singur controversy in West Bengal was a series of protests by locals and political
parties over the forced acquisition, eviction, and inadequate compensation to those
farmers displaced for the Tata Nano plant, during which Mamata Banerjee’s party
was widely criticised as acting for political gain. Despite the support of the
Communist Party of India (Marxist) state government, Tata eventually pulled the
project out of West Bengal, citing safety concerns. Narendra Modi, then Chief
Minister of Gujarat, made land available for the Nano project.
On August 31, 2016, in a historic judgement, the Honorable Supreme Court of India
set aside the land acquisition by the West Bengal Government in 2006 that had
facilitated Tata Motors’ Nano plant, stating that the West Bengal government had
not taken possession of the land legally, and were now required to repossess and
return it to local farmers within 12 weeks without compensation.

Dhamra Port, Odisha

The Port of Dhamara has received significant coverage, sparking controversy in
India, and in Tata’s emerging global markets. The Dhamra port, an equal joint
venture between Tata Steel and Larsen & Toubro, has been criticised for its
proximity to the Gahirmatha Sanctuary and Bhitarkanika National Park by Indian
and international organisations, including Greenpeace; Gahirmatha Beach is one of
the world’s largest mass nesting sites for the olive ridley turtle, and India’s second
largest mangrove forest, Bhitarkanika, is a designated Ramsar site, and critics
claimed that the port could disrupt mass nesting at Gahirmtha beaches as well as
the ecology of the Bitharkanika mangrove forest. Tata Steel employed mitigation
measures set by the project’s official advisor, the International Union for
Conservation of Nature (IUCN), and the company pledged to “adopt all its
recommendations without exception” when conservation organisations asserted
that a thorough environmental impact analysis had not been done for the project,
which had undergone changes in size and specifications since it was first proposed.

Proposed soda extraction plant in Tanzania

In 2007, Tata Group joined forces with a Tanzanian company to build a soda ash
extraction plant in Tanzania. Environmental activists oppose the plant because it
would be near Lake Natron, and it has a very high chance of affecting the lake’s
ecosystem and its neighbouring dwellers, jeopardising endangered lesser flamingo
birds. Lake Natron is where two-thirds of lesser flamingos reproduce. Producing
soda ash involves drawing out salt water from the lake, and then disposing the
water back to the lake. This process could interrupt the chemical makeup of the
lake. 22 African nations signed a petition to stop its construction.

Epic Systems trade-secret case judgement

In April 2016, a U.S. Federal Grand Jury awarded Epic Systems a US$940 million
judgement against Tata Consultancy Services and Tata America International Corp.
Filed 31 October 2014; the suit charged that “6,477 unauthorized downloads could
be used to enhance Tata’s competing product, Med Mantra.” In 2017, U.S. District
Court Judge William Conley reduced the Award to $420 million; the company states
that the judgement is also being appealed, as “not supported by evidence
presented during the trial and a strong appeal can be made to superior court to
fully set aside the jury verdict.”

2018 NCLT verdict

In July 2018, the National Company Law Tribunal (NCLT), which “adjudicates issues
relating to Indian companies,” issued a verdict in the company’s favor on charges of
mismanagement leveled in 2016 by ousted chairman, Cyrus Mistry.
Taj Hotels is a chain of luxury hotels and a subsidiary of the Indian Hotels Company Limited, headquartered
in Mumbai, India. Incorporated by Jamsetji Tata in 1902,the company is a part of the Tata Group. The
company employed over 20,000 people in the year 2010.The company has been ranked as the World’s
Strongest Hotel Brand in 2022 and India’s Strongest Brand as per Brand Finance Hotels 50 Report 2022
and India 100 Report 2020, 2022 and 2023

Jamsetji Nusserwanji Tata, founder of the Tata Group, opened the Taj Mahal Palace, a hotel in Mumbai
(formerly called Bombay) overlooking the Arabian Sea, on 16 December 1903. It was the first Taj property
and the first Taj hotel. There are several anecdotal stories about why Tata opened the Taj hotel. According
to a story, he decided to open the hotel after an incident involving racial discrimination at the Watson’s
Hotel in Mumbai, where he was refused entry as the hotel permitted only Europeans. Hotels that accepted
only European guests were very common across British India then. According to another story, he opened
the hotel when one of his friends expressed disgust over the hotels that were present in Bombay then.
But a more plausible reason was advanced by Lovat Fraser, a close friend of the Tata and one of the early

directors of the IHCL group, that the idea had long been in his mind and that he had made a study on the
subject. He did not have any desire to own a hotel but he wanted to attract people to India and to improve
Bombay. It is said that Jamsetji Tata had travelled to places like London, Paris, Berlin, and Düsseldorf to
arrange for materials and pieces of art, furniture and other interior décor for his hotel.

The Taj Mahal Palace in Mumbai is the

first hotel of Taj, opened in the year 1903.

 Taj Fort Aguada Beach Resort Hotel in Goa.

In 1974, the group opened India’s first international five-star deluxe beach resort, the Fort Aguada Beach
Resort in Goa. In 1970s, the Taj Group also began its business in metropolitan hotels, opening the five-star
deluxe hotel, Taj Coromandel in Chennai, in 1974, acquiring an equity interest and operating contract for
the Taj President (now Vivanta by Taj – President), a business hotel in Mumbai, in 1977, and also opening
the Taj Mahal Hotel in Delhi in 1978.

The group has been converting royal palaces in India into luxury hotels since the 1970s. The first palace to
be converted into a Taj luxury hotel was the Lake Palace in Udaipur, in 1971. Other examples include the
Rambagh Palace in Jaipur, Umaid Bhawan Palace in Jodhpur, Falaknuma Palace in Hyderabad and
Nadesar Palace in Varanasi.

IN 1980, the Taj Group opened its first hotel outside India, the Taj Sheba Hotel in Sana’a, in Yemen and in
the late 1980s, acquired interests in the St. James’ Court Hotel (now comprising Taj 51 Buckingham Gate
Suites and Residences and St. James’ Court, A Taj Hotel) in London. In 1984, the Taj Group acquired, under
a licence agreement, each of the Taj West End in Bangalore, Taj Connemara, in Chennai and Savoy Hotel
in Ooty. The five-star deluxe hotel, Taj Bengal in Kolkata, was opened in the year 1989, and with this, the
Taj Group became the only hotel chain in India with a presence in the six major metropolitan cities of India,
namely Mumbai, Delhi, Kolkata, Bangalore, Hyderabad, and Chennai.

Concurrently with the expansion of its luxury hotel chain in the major metropolitan cities, the Taj Group
also expanded its business hotels division in the major metropolitan and large secondary cities in India.
During the 1990s, the Taj Group continued to expand its geographic and market coverage in India. It
developed specialised operations (such as wildlife lodges) and consolidated its position in established
markets through the upgrading of existing properties and development of new properties. Taj also set up
the Taj Kerala Hotels and Resorts Limited in the early 1990s along with the Kerala Tourism Development
Corporation.

In 2005, The Pierre in New York City was acquired.

On 9 March 2022, Taj Exotica Resort & Spa, The Palm, Dubai, was opened. The hotel is the recent addition
to The Taj Hotel group. Other properties of the group include Taj Jumeirah Lakes Towers Dubai and Taj
Dubai.
Ten hotels of the Taj Group are members of the Leading Hotels of the World. Two hotels of the Taj Group,
namely Rambagh Palace in Jaipur and the Taj Mahal Palace Hotel in Mumbai, were ranked in 2013 by
Condé Nast Traveller among its “Top 100 Hotels and Resorts in the World”. Condé Nast Traveller also
ranked the Taj Mahal Palace in Mumbai as number 13 on its list of “Gold Standard Hotels” in 2014.

Technical details
Floor count. 6 floors in The Taj Mahal Palace, 20 floors in the Taj.
Mahal tower

Design and construction

Architect(s) Sitaram Khanderao Vaidya, D.N. Mirza
Main contractor. Shapoorji Pallonji Group
Other information
Number of rooms. 560
Number of suites. 44

Number of restaurants. 9

Institute of Hotel Management, Aurangabad – IHCL has been operating the Institute of Hotel Management
at Aurangabad since 1993. The institute offers a four-year degree, designed with the help of faculty from
the hospitality background with an affiliation to the University of Huddersfield in the United Kingdom.

Taj Air – IHCL operates Taj Air, an air charter company.

 Introduction
To The
Best
practices in
service sector
Chp2
The service sector, also known as the tertiary sector, is the third tier in
the three-sector economy. Instead of product production, this sector
produces services maintenance and repairs, training, or consulting.
Examples of service sector jobs include housekeeping, tours, nursing, and
teaching.

What Is the Service Sector?

The service sector produces intangible goods, more precisely services
instead of goods, and according to the U.S. Census Bureau, it comprises
various service industries including warehousing and transportation
services; information services; securities and other investment services;
professional services; waste management; health care and social
assistance; and arts, entertainment, and recreation.
Countries with economies centered around the service sector are
considered more advanced than industrial or agricultural economies.
Among the countries that place heavy emphasis on the service sector,
the United States, the United Kingdom, Australia, and China rank among
the top. In the United States, the Institute for Supply Management (ISM)
produces a monthly index that details the general state of business
activity in the service sector. This index is regarded as a metric for the
overall economic health of the country because approximately two-
thirds of U.S. economic activity occurs in the service sector.

The Service Sector in the Three-Part Economy

The service or tertiary sector is the third piece of a three-part economy.
The first economic sector, the primary sector, covers the farming, mining,
and agricultural business activities in the economy. The secondary sector
covers manufacturing and business activities that facilitate the
production of tangible goods from the raw materials produced by the
primary sector. The service sector, though classified as the third
economic sector, is responsible for the largest portion of the global
economy’s business activity.

Technology in the Service Industry

Technology, specifically information technology systems, is shaping the
way businesses in the service sector operate. Businesses in this sector
are rapidly placing more focus on what is becoming known as the
knowledge economy, or the ability to surpass competitors by
understanding what target customers want and need, and operate in a
way that meets those wants and needs quickly with minimal cost. In
nearly all industries within the sector, businesses adopt new technology
to bolster production, increase speed and efficiency, and cut down on the
number of employees required for operation. This cuts down on costs
and improves incoming revenue streams.

Service Sector in India

The service sector of India is the most important sector of India and this sector is
also popularly known as the tertiary sector of India. The service sector offers various
kinds of services to the citizens of India.
The service sector of India is the most popular and highly developing and growing
sector of India which has the Highest labor productivity. India has the fastest
growing service sector in the whole world and India contributes about 66% to the
Indian GDP. However, the Employment rate in the service sector is still less to some
extent. The government of India is planning to take necessary steps through which
they can provide a large amount of Employment in the service sector. The
emergence of the service sector was prominent in the introduction and
establishment of the globalization process in India. The service sector includes
services like, banking and finance, IT and Technology, energy sector, education,
logistics, export and import, Media, health care, telecommunication, storage and
communication, hotel Industries, legal and law industry, business services, etc. all
these are parts of the service sector. The service sector provides the maximum
amount of economic profit to the country.
The service sector In India is the fastest growing service sector in the whole world.
And this sector provides a good amount of Employment to the citizens of India. The
service sector of India shares almost 66% of the Indian GDP. Not only this, for the
past few years the service sector has contributed to the development of the Indian
Economy to a large extent. There are lots of departments in the service sector that
are responsible for the rise in the economic development of India. Those are firstly
the Information Technology sector, then IT associated services, restaurant and
hotels, Telecommunication, Business sector, financial services, and Community
services. Among these, the business services are the most important types of the
sector under the service sector.

Business Services
Business services are the most important part of service sectors. For quite a few
years a lot of start-up companies have emerged in India and have contributed
largely to Indian GDP as well as in providing Employment among the citizens of the
country. It has been observed that the business services have grown 82.4 percent
in India as compared to before. Business services have played a major role in the
growth of the Indian economy and service sector in India. New startups like
Mamaearth, boat, lenskart, Nykaa, and many more are a few businesses that have
grown up over the years and have contributed largely to the development of the
Indian Economy. Popular and successful businesses like this have given rise to the
emergence of programs like skill India, Digital India, Startup India and Make in India.
Now India is focussing more on investing in start-up Companies like this rather than
exporting or investing in the same things from foreign companies.

Finance Industry
Just like the business industry the finance industry also is a very important part of
the service sector and it also plays an important role in the economic development
of India. A lot of economic development depends directly on the financial industry
of the country. The finance sector mainly comprises activities related to finance,
banking and insurance. To start a new business investment, Money or finance play
a vital role in this case. The main work of the financial industry is to offer and
provide financial services to companies and people who need them. The Reserve
Bank of India has introduced many reforms and regulations through which the
Indian Economy can receive major Developments. The RBI, the commercial banks,
non-banking financial companies, insurance companies, pension funds, mutual
funds, and the stock market are parts of the financial sector.
The service sector of India is a very important concept of general knowledge. The
service sector of India is the fastest growing service sector in the whole world. As
per some reports it was encountered that the service sector of India contributes
66% of the Economy to the Indian GDP. The service sector is a sector that provides
a variety of services to the citizens of a country. The emergence of the service sector
was noticed slowly after the establishment of globalization and with the growth of
privatization, and urbanization in the country from the year 1961.

Importance of the Service Sector

As mentioned earlier, the contribution of the service sector to the Indian economy
is unparalleled. It accounts for over 50% of the GVA (Gross Value Added). Also, the
share of the tertiary sector in India’s net national product is the highest. Some of
the points that explain the importance of the service sector are:
❖ Promotion of industrialisation – The industrial sector depends heavily on the
tertiary sector. For example, to operate an industry, raw materials must be
transported from one place to another. Transportation comes under the
tertiary sector. Similarly, the finished products need to be distributed to
marketplaces which also requires transportation. Moreover, the health of
industry workers is kept in check by the healthcare industry. The industry’s
finances are handled by some financial institution, which again comes under
the service sector
❖ Increase in productivity – Both education and healthcare come under the
service sector. When an individual gets a good education and proper access
 to healthcare, their productivity is more likely to increase than someone with
low levels of education and poor health. Hence, the service sector improves
the overall health of the economy by increasing workers’ productivity
❖ Good Quality of Life – The employees working in the tertiary sector generally
have a better quality of life. They earn more money and work in less
hazardous conditions. They can afford several luxuries, which improve their
quality of life
❖ Market Growth – The tertiary sector improves the quality of the finished
goods produced in industries. The process of making the products is also
improved, thanks to the service sector. This, in turn, enables the growth of
the market

Advantages of the Service Sector

The service sector has certain other advantages also. These are listed as follows:
❖ No requirement of an inventory: This is one of the most significant
advantages from the business owner’s perspective. Since the service sector
relies on offering intangible products, there is no need for extra space to store
goods and raw materials. Here, skills and expertise are sold, which do not
require an inventory. This reduces the cost of production
❖ Easy to start: It is easier to start a business in the tertiary sector because
there is no compulsory need to set up a manufacturing plant or procure raw
materials. For example, any company offering IT-enabled services only needs
the internet and laptops to operate. The work can be done from home too,
so the need for a large office is also not there. This is why most start-ups in
India come under the purview of the service sector
❖ Working flexibility: Unlike in primary and secondary sector jobs, the jobs in
the tertiary sector provide flexibility to work. A worker can work from
anywhere based on his convenience and preference. It was easiest for the
service sector employees to work from home during the COVID-19 pandemic
❖ High adaptability: Service sector companies are more dynamic, i.e. they
adjust better to changes

Best practices in service sector Management

I. CREATIVELY PROBLEM SOLVE
 Only some customer interactions will follow a predefined script.
Creative problem-solving skills are essential for handling unique
and challenging situations. Encourage your service agents to think
outside the box, explore innovative solutions, and adapt to
unexpected issues. A flexible and creative approach to problem-
solving can turn challenging situations into opportunities to exceed
customer expectations.
II. ACTIVELY LISTEN
Effective communication is a two-way street, and active listening is
a cornerstone of it. Train your service agents to listen attentively to
customer concerns, ask clarifying questions, and demonstrate
empathy. Actively listening to customers not only helps in
understanding their needs but also builds rapport and trust. This
practice ensures that your responses are tailored to the specific
concerns of each customer, enhancing overall satisfaction.
III. HIRE THE RIGHT PEOPLE, AND TREAT THEM WELL
Your agents are your brand’s diplomats. Through them, you form
and maintain connections with the customers that keep you in
business. This is an absolutely vital position, and not one that
should be entrusted to just anyone. Take the extra time while hiring
to make sure that the service agents you bring on board are up to
the task. How can you attract this level of talent? Offer competitive
pay and appealing benefits, and provide a clearly defined path of
promotion. Make the job fun through rewards and gamification. If
you can hire and retain exceptional service agents, then exceptional
customer service will follow.
IV. CORRECTLY MANAGE CUSTOMER EXPECTATIONS
Customers tend to expect the world, but promising them the world
may not be the best tactic, because what happens when you make
promises that your business is unable to keep? Instead, tell your
 customers exactly what they can expect from you, and then work
hard to exceed those expectations. Customers see that your
business is willing to go the extra mile, and you won’t have to worry
about damage control for unfulfilled promises.
V. FOCUS ON FIRST IMPRESSIONS
In business, you never get a second chance at making a first
impression. This has become even more true as customers have
become more connected. If a client has a negative experience, they
can easily start doing business with someone else — often with
nothing more than a few clicks of the touch screen. When new
customers are introduced, give your agents the support and the
incentive to astound them.
VI. CONSTANTLY COLLECT DATA
The best support is informed support. As your agents interact with
clients, they can gather important customer information simply by
asking the right questions. This not only helps to establish a
productive dialogue between your business and your clients, it also
gives you an opportunity to receive and implement valuable
feedback. Also, as client needs shift, the right questions will help
you better adapt to serve them. Likewise, using a CRM for data
capture and analysis can help you provide a customer experience
that is personalised to every client.
VII. PERSONALISE IT
CRM tools go a long way towards helping businesses personalise
their customer interactions. In addition to gathering and analysing
data, CRMs make it easy for agents to track the preferences and
histories of every client, and to access and collaborate on that data
from multiple devices. This empowers businesses to turn
traditional ‘customer service’ into a one-to-one customer journey.
Given that 69% of consumers and 82% of business decision-makers
 say personalised customer care has a major or moderate impact on
their loyalty to companies, this is one practice that you can’t afford
to overlook.

VIII. BE WHERE THE CUSTOMERS ARE

Today’s clients have more than a few channels they can use to
contact you, and you need to be available on all of them. From
conventional telephone to mobile devices, to social media, to live
web chat, to online forums, and beyond, an omnichannel customer
service centre will show your clients that you care enough not to
dictate how they communicate. Reliable CRM can help facilitate this
practice, as well, by making the same data available across every
channel.
IX. MAINTAIN YOUR FOCUS
It’s easy to say that customers are the heart of your business, but
how well are you living it? Clearly define customer service
standards for your company. Keep your clients informed and
involved in their customer journey. Give your agents the right tools
and support to provide superior service, and reward them when
they do so. After all, your customers are the heart of your business,
and staying focused on them is the best practice.
Objective
Of The
Study
Chp3
Finding – and using – the best ways of working to achieve your
business goals. It involves keeping up to date with the ways that
successful businesses operate, and measuring your ways of working
against those used by the market leaders across your and other
sectors.
To optimize efficiency, enhance customer satisfaction, and ensure
sustainable growth. These practices aim to improve service quality,
streamline processes, minimize costs, and adapt to changing
market demands while maintaining ethical standards and
compliance with regulations. Ultimately, the goal is to deliver
superior value to customers and achieve long-term success in the
competitive service industry.
To consistently deliver high-quality services that meet or exceed
customer expectations while maximizing operational efficiency and
profitability. These practices aim to enhance customer satisfaction,
build brand reputation, foster employee engagement, and ensure
long-term success in a competitive market environment.
Additionally, they often focus on continuous improvement,
innovation, and adaptation to evolving customer needs and
industry trends.
To establish standards and guidelines that optimize service delivery,
promote customer satisfaction, foster innovation, ensure
regulatory compliance, and drive sustainable growth. These
practices aim to create a framework for consistency, efficiency, and
excellence across all aspects of service provision, ultimately
enhancing the overall customer experience and strengthening the
organization’s competitive position in the market.
The primary objective of best practices in the service sector is to
consistently improve customer satisfaction, streamline operations,
and drive business success. By implementing proven methods and
standards, organizations aim to enhance service quality, increase
efficiency, reduce costs, foster innovation, and maintain
compliance with regulations. Ultimately, the goal is to exceed
customer expectations, build loyalty, and achieve sustainable
growth in a competitive market landscape.
To optimize performance and customer satisfaction by
implementing proven methodologies, efficient processes, and
innovative strategies. These practices aim to enhance service
quality, minimize costs, maximize productivity, foster employee
engagement, and ensure compliance with regulations. Ultimately,
the goal is to deliver exceptional experiences to customers, build
long-term relationships, and achieve sustainable business success
in a dynamic and competitive marketplace.
 Literature
review
A literature review on best practices in service sector management
highlights various strategies, methodologies, and frameworks aimed
at enhancing service quality, customer satisfaction, and organizational
performance. Here's an overview of key themes and findings from
existing literature:
1. Service Quality Management:
– Research emphasizes the importance of service quality as a key
driver of customer satisfaction and loyalty.
– Studies often explore frameworks like SERVQUAL and SERVPERF to
measure and improve service quality across dimensions such as
reliability, responsiveness, assurance, empathy, and tangibles.
– Best practices involve a customer-centric approach, employee
training, service recovery strategies, and continuous monitoring and
feedback mechanisms.
2. Customer Relationship Management (CRM):
– CRM literature focuses on building and maintaining strong
relationships with customers through personalized interactions,
effective communication channels, and data-driven insights.
– Best practices include implementing CRM systems, segmentation
strategies, loyalty programs, and customer journey mapping to
enhance customer experience and lifetime value.
3. Employee Engagement and Training:
– Recognizing the role of employees as key influencers of service
quality, studies emphasize the importance of employee engagement,
empowerment, and training.
– Best practices involve recruiting and retaining skilled personnel,
providing ongoing training and development opportunities, fostering
a positive work culture, and aligning employee goals with
organizational objectives.
4. Technology Adoption and Innovation:
– With the advent of digitalization, literature explores the impact of
technology on service delivery, customer interactions, and operational
efficiency.
– Best practices include leveraging digital platforms, automation,
artificial intelligence, and data analytics to personalize services,
streamline processes, and anticipate customer needs.
5. Service Recovery and Complaint Management:
– Acknowledging that service failures are inevitable, researchers
examine effective strategies for service recovery and complaint
management.
– Best practices encompass prompt resolution of issues,
empowerment of frontline employees to address complaints,
compensation when appropriate, and proactive measures to prevent
recurring problems.
6. Continuous Improvement and Benchmarking:
– To maintain competitiveness and adapt to changing market
dynamics, literature emphasizes the importance of continuous
improvement and benchmarking against industry standards.
– Best practices involve regular performance evaluation,
benchmarking against industry leaders, adopting best-in-class
practices, and fostering a culture of innovation and learning.
Overall, the literature underscores the multidimensional nature of
service sector management, emphasizing the interconnectedness of
service quality, customer satisfaction, employee engagement,
technology adoption, and continuous improvement. By adopting and
adapting these best practices, organizations can enhance their
competitiveness, profitability, and long-term sustainability in the
service industry.
With increasing growth of GDP percentage in Service Sector and
empowering our economy through employment generation,
providing varieties of services, creating competition through different
market segmentation and ultimately lead to customer satisfaction
tremendous demand for service sector is increasing day by day.
 Research
methodology