Professional Documents
Culture Documents
By
P.DHIVYA
(Reg.No: 71103631005)
Of
A PROJECT REPORT
Submitted to the
Of
JUNE, 2005
2
BONAFIDE CERTIFICATE
further, that to the best of my knowledge the work reported herein does not from
part of any other project report or dissertation on the basis of which a degree or
DEPARTMENT
EXAMINER
ABSTRACT
This project work has been conducted in CAG Pride, Coimbatore. It is the
one of the leading business hotel industry managed by CAG groups.
This study has been compiled with the help of primary data and secondary
data. Primary data were collected from 100 respondents with the help of
structured Questionnaire method. Since the study was the Population Study,
the data were collected from all the employees in the organization. The
Secondary sources of data were collected through company profile, organization
Website and other related library books.
The collected data were analyzed with the help of Simple Percentage
analysis. It was found that there is no regular training program conducted and
majority of the employees were satisfied with the existing appraisal system. To
4
conclude the existing performance appraisal system was very good. The
appraisal system shall be conducted at the regular basis.
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5
ACKNOWLEDGEMENT
abundant blessing without which the study would have never been light of the
day.
opportunity to undergo MBA Degree Course and to undertake this project work
successfully.
M.B.A.,for his valuable guidance and suggestions rendered at each stage of the
project.
Last, but not Least, I would like to acknowledge the wholehearted support
CONTENTS
PAGE
NUMBER
ABSTRACT iii
LIST OF TABLES vii
LIST OF CHARTS ix
CHAPTER 1 INTRODUCTION
1.1 IINDUSTRY PROFILE 1
1.2 COMPANY PROFILE 5
APPENDICES
REFERENCES
LIST OF TABLES
LIST OF CHARTS
System.
4.15 The parameter to be included In the Performance
Appraisal System. 33
4.16
The level of Communication and Transparency. 34
4.17
The level of changes after the Negative Remarks quotated. 35
4.18 The clarification about the Negative Remarks. 36
EXPLORING OF ASSOCIATION BETWEEN DIFFERENT VARIABLES.
4.19
Related Parameters and their Satisfaction Level 38
4.20
Related Parameters and their Satisfaction Level 40
11
CHAPTER – 1
INTRODUCTION
In days gone by it was said that in order to succeed, all a hotel needed was a
scenic location and good cuisine. But in today’s competitive environment, a
mistake as trivial as not taking down a customer’s order can prove disastrous. As
the hospitality industry started looking for ways to improve efficiencies, efforts
and investments in the field of information technology intensified. One of the first
deployments of IT began at the front desk when receptionists began checking the
name of the customer and then allotted a room to him. Big hotels also started
putting in place accounting systems and back office software to improve
processes. As hotel chains started expanding their operations across the
country, it was necessary to monitor their assets.
12
Today, the IT initiatives of hotel chains in India have matured, and are being
increasingly fine-tuned to serve the needs of the customer. Says Pradeep
Khetwal, systems manager, Le Royal Meridien (Mumbai), Most hospitality chains
now realize that technology in the hospitality industry is critical to improve the
operational efficiency of a hotel. The industry has moved from the traditional
transaction-based processes such as check-in and reservations to features that
are built and designed specifically for the customer. Services like providing
wireless Internet access to guests will CRM.
CRM is also being adopted in a big way by almost all the big hotel chains in
India. At present, every major hotel chain in India is investing in comprehensive
systems that store complete profiles of their customers. The moment a guest
checks in, he fills a form indicating his various preferences. If he is a regular
client, the hotel immediately knows of his preferences and serves him
accordingly. Most hotels today offer a customer different schemes based on his
profile. In the traditional method, this was done manually with no clear
understanding of a customer’s preferences. But now, with knowledge of the
customer’s history, a hotel can service a customer more efficiently.
13
In the dot-com phase, hotels were attracted to the Web and were expecting
major revenues to come from online reservations. But just like other industries,
hotels too have been disappointed. Today, websites of most hotels serve only as
information outlets, and almost no booking take place through the Web. One
obvious reason is security, which makes customers reluctant to reveal their credit
card details on the Web. Says Shailesh Bhagwat EDP executive of Orchid,
“Proper security systems are a must to avoid fraud in non face-to-face
transactions.
1.1.6) OUTLOOK:
With busy season for the hotel industry approaching in the second half of the
year, overall ARR and occupancy rates of the industry would increase. In some
cities like Bangalore and Hyderabad, ARR and occupancy rates would remain
higher than industry average, as demand supply scenario is favoring the hotels.
As the busy season for the hotel industry commences in the second half of year,
the companies’ revenues and profitability are set to increase. Almost 65-70% of
total revenues and 70-80% of the profits of hotel industry come in second half of
year. Mid-cap stocks like Hotel Leelaventures and TAJGVK Hotels would
outperform the industry in top line and bottom line growth as they have properties
in right locations.
The hotel industry in Bangalore is witnessing an all-time high. While the business
has been on an upswing for the past two years, industry sources say, that this
year too has started on a great note. Most categories of hotels are expecting
90% and above occupancies till March. CNBC-TV18 reports on why it is so
14
difficult to get a room in Bangalore these days. Bang lore’s hotels are going
chock-a-block these days. What began as a boom two years ago, has now
turned into full-fledged growth for the entire industry, leading to almost 19 new
hotels being built in the city. But analysts say even this will not quell the demand
for the burgeoning visitor population into the city. This is reflected in last year's
spike in occupancies continuing this year also, despite an additional hotel being
available now. In Bangalore, 60% of the visitors coming to the hotels are from the
business category. However, currently, events like the visit of an international
pastor Benny Hinn and the upcoming international Aero show, combined with
musician Sting's visit in February is spiking occupancy rates. Bangalore recorded
an average of 79% hotel occupancy last year - the highest in the country. This
demand has predictably led to an increase in revenues.
15
1.2.1 INTRODUCTION:
CAG Pride “your Privilege…Our Pride” launched in the year 1998 September
with 32 rooms. CAG Pride is the Coimbatore’s latest and ultra modern three star
business class hotel and it is eight Year old. The motto of the company is
“Redefining Hospitality”.
CAG PRIDE is bought by Coimbatore Auto Garrage (CAG), the pioneers in the
automobile industry for over 40 years. CAG had expanded its operation to,
The CAG group is well established and reputed name in the automobile industry
with 40 years of experienced service and the group has now diversified in to the
hotel industry. CAG Pride has opened a new vista in the hospitality horizon with a
commitment to quality and continued improvement, providing reliable,
responsible and sincere to its guests.
The CAG groups is a well established and reputed name in the automobile
Industry with 40 years of experienced service and the group has now diversified
into the hotel industry. CAG Pride has opened the new vista in the hospitality
horizon with the commitment to quality and continued improvement, providing
reliable, responsible and sincere service to its guests.
16
The hotel provides genuine hospitality and gracious service to all it guests. It has
all the comforts to make you feel very much at home. The ambience of the hotel
and the ever-attentive service personnel make your stay a very pleasant and a
memorable one. Our hospitality comes straight from the heart and it will make
you return here many times in the future.
74 LUXURIOUS ROOMS:
CAG Pride is centrally air-conditioned having 74 luxurious rooms and suites. The
well-appointed rooms are brightly lit and have a soothing ambience. The suites
are well equipped with all the modern amenities to meet all your requirements.
The room service is forever prompt and efficient and all these features combine
to make CAG Pride, the perfect halt during a business meetings and conferences
any time of the year.
STEAMING KETTLE:
Our very own coffee shop is open round the clock. The café dishes out quick and
tasty snacks, hygienic food, tea or coffee piping hot or cold beverages all
economically priced to suit your tastes.
GOLDEN CROP:
The multicuisine restaurant serves haute cuisine. Our expert chefs prepare
sumptuous and succulent delights to pamper the taste buds of all our guests. Our
exotic recipes are a gourments delight. This restaurant offers Indian, continental
and Chinese till midnight.
17
KNOTTY SPIRITS:
The well stocked cock tail lounge with colonial ambience and choice cocktails.
Our permit room is an escape from the business pressures and it lightens your
spirits. The permit room has an Impressive and select wine list.
GALLERIA:
The banquet cum conference hall is well lit and very spacious. It easily
accommodates 120 persons. A perfect setting for a Business meet, seminar,
conference or an informal get-together.
PRIDE LOUNGE:
The prestigious hall is located in the lower lobby lever and suitable for smaller
meetings, can accommodate up to 30-40 persons at a time.
BOARD ROOM:
The apt room situated in the lower lobby level to convene any kind of formal
meetings accommodating 8-12 persons at a time.
1.1.5 LOCATION:
CAG Pride is centrally located near the city central bus stand and within easy
access to many shopping arcades. It is just 2 KM from city railway station and 8
Km’s from the airport making it very convenient address for you.
“To provide our guests with the quality service, quality facility and memorable
wine and dine experience through quality process and procedures”
18
1.3.2 OBJECTIVE:
If the high-ranking employee is from the lower cader, then the employee is given
promotion or free holiday tickets to the family or free uniforms or food is provided
when they are in duty or salary is increased. If the employee is from poor family
then the fund is provided for their children for basic education.
If the performance of the employees is not good, then the industry will try to find
out problems and it will pay more attention to those employees and the company
will train them and give motivation for those employees whose performance is
not good.
More over the employees are considered as their family members and the
employees have the chance to have open interaction with the top management.
This project results in performance appraisal was noted in the year July 2000.
The results were analyzed by using simple percentage method.
As far as CAG Pride is concern, there is no such research work is been carried
out. This is the first time the research work is been carried out by me since the
company is in state of dilemma. And the management was in the position to
know whether the existing performance appraisal system is effective or not. And
they want the employees to suggest some of the ways and means to improve the
existing performance appraisal system.
20
CHAPTER – 2
2.2 OBJECTIVES:
1. Suggest the ways and means to improve the effectiveness of the existing
performance appraisal system.
1. The respondent attitude did not allow me to get their true feelings.
2. Most of the respondent feared to give their name.
3. Most of the employees were busy with their tight work and they don’t want
to be disturbed.
4. Employees are very limited and duration is limited.
22
CHAPTER 3
RESEARCH METHODOLOGY
3.2.1 POPULATION:
The employees of CAG Pride will constitute the entire population. Here the entire
population is considered for my study because the population is limited.
23
Primary Data
Secondary Data.
Primary data is the first hand information, which the researcher gets from the
population. The tool for collecting primary data is “Questionnaire”. These data
are collected directly from the employees of CAG Pride.
Secondary data has been collected from the books, magazines, Internet etc….
The tool used for collecting the primary data is “Questionnaire”. The
questionnaire was used to collect the bulk of data. Questionnaire is the set of
questions put forward for the employees to answer. The required data was
collected by using both open-ended and close-ended questions. This is a
preferred technique for collecting the primary data. Any doubts raised were
cleared immediately. The questionnaire uses 5-point likert scale and it is a
structured questionnaire.
24
CHAPTER 4
100
77
80
VALUE
60
40
20 6 5 9 3
0
Proper Record Nature of the Helps for the All the above
Keeping Appraiser Future Growth
30
25
20
15
10 6 6
1 2 3
5
0
Future Growth
contributing to
Independently
With in the
Stipulated
Org.Growth
Handling of
Helps for
based on
Personal
Org.Goal
Time
Interest
Work
Highly Satisfied
OPTIONS Satisfied
26
Options
Measurement through addressing 31 32 3 100
the meeting/ Do not measure
Proper record keeping 54 55.6 - -
Nature of the appraiser 1 1 - -
Helps for the future growth 4 4.1 - -
All the above 7 7.2 - -
Grand total 97 100 3 100
60 54
50
40
31
VALUE
30
20
10 7
3 4
1
0
Addressing Proper Nature of the Helps for All the above
the Meetings Record Appaiser Future
Keeping Growth
Among 100% of the employees, 54% are satisfied because of the measurement
through co-ordination among employees. The organization should concentrate
more on other factors in order to increase the satisfaction level of the employees.
60
50 54
40
VALUE
30
30
20
9
10 3
1 1 2
0
Appraiser
Willingness
the future
All the
above
Helps for
Employees
Addressing
the Meeting
Nature of
Ordination
to learn in
growth
among
the job
the
Co-
OPTIONS
Among 100%, measuring the ability in taking immediate action satisfies only
66.67% of the employees. The company should increase the level of employee’s
ability in taking immediate action. In addition to, the company should concentrate
on the other variables mentioned above. Among dissatisfaction level, 2
employees are dissatisfied because it does not help in taking immediate action.
The company could rectify the above factor, in order to eliminate the
dissatisfaction level.
29
Satisfaction
Level Highly
Options Satisfied % Satisfied % Dissatisfied %
Report timing 2 100 16 16.4 - -
Proper record - - 73 75.2 - -
keeping
Nature of the - - 3 3 - -
appraiser
Helps for the - - 1 1 1 100
future growth
All the above - - 4 4.1 - -
Grand total 2 100 97 100 100 100
80 73
60
VALUE
40 16
20 2 3 1 1 4
0
Report timing Proper Nature of the Helps for the All the above
Record appraiser Future
Keeping Growth
OPTIONS
60
53
50
40
32
VALUE
30
20
9
10
3 3
0
Helps for the Proper Record Nature of the All the above
Future Growth Keeping Appraiser
OPTIONS
Satisfaction Level
Highly
Options Satisfied % Satisfied % Dissatisfaction %
Measure the personality/ 3 100 18 18.9 1 100
does not measure
Interest towards the job/ - - 61 64.2 1 100
does not measure
Helps for the future - - 2 2.1 - -
growth
Proper record keeping - - 5 5.2 - -
Nature of the appraiser - - 4 4.2 - -
All the above - - 5 5.2 - -
Grand Total 3 100 95 100 2 100
70
61
60
50
40
VALUE
30
20 18
10
5 4 5
3 2
1 1
0
Measure the Interest Helps for the Proper Nature of All the above
Personality/ towards the Future Record the appraiser
does not job/ does not Growth keeping
measure measure
OPTIONS
Satisfaction
Level Highly % Satisfie % Dissati % Highly
Satisfied d sfied Dissati %
Options sfied
Nature of the
appraiser 2 100 4 43.4 - - - -
Existing
measurement - - 63 68.4 1 33.3 3 100
and objectivity
Helps for
future
growth/does - - 15 16.3 2 66.6 - -
not
All the above - - 10 10.8 - - - -
Grand total 2 100 92 100 3 100 3 100
Among 100% of the employees, 68.4% are satisfied because they think that
existing measurement and objectivity helps them to know about the company
policies. The company should concentrate more on other factors in order to
increase the satisfaction level. Among the dissatisfaction level, 66.6% of the
employees are dissatisfied because they think that the company policy does not
help for future growth. The company should try to change the attitude of the
employees. Only one employee is highly dissatisfied because they think that
existing measurement and objectivity does not helps. The company should try to
change the wrong idea of the employees.
0
10
20
30
40
50
60
70
Nature of the
24
appraiser
Highly Satisfied
Existing
measurement
63
and
13
Satisfied
objectivity
OPTIONS
Helps for
15
Dissatisfied
Future
2
Growth
36
10
Satisfaction Highly
Level Highly % % Dissatis % Dissati %
Satisfie Satisfie fied sfied
d d
Options
Nature of the
appraiser 2 100 4 8.16 1 2.3 1 14.2
Existing
measurement - - 26 53.06 6 14.2 6 85.7
and objectivity
Helps for future
growth/does
not - - 12 24.48 35 83.3 - -
3
All the above - - 7 14.28 - - - -
Grand total 2 100 49 100 42 100 7 100
40
35
35
30
26
25
VALUE
20
15 12
10 7
66
4
5 2 11
0
measurement
Growth
objectivity
Future
appraiser
Existing
and
OPTIONS
Satisfaction
Level Highly
Satisfied % Satisfied % Dissatisfied %
Options
Nature of the
6 100 4 43.4 - -
appraiser
Existing
measurement
and objectivity - - 58 63 2 100
Helps for
future
growth/does - - 19 20.6 - -
not
All the above - - 11 11.9 - -
Grand total 6 100 92 92 2 100
Among 100% of the employees, 63% are satisfied because they think that existing
measurement and objectivity help to measure the guest relation. The company
should concentrate more on other variable in order to increase the satisfaction
level of the employees. Among dissatisfaction level, only one employee is
dissatisfied because of wrong perception that existing measurement and objectivity
does not help.
40
70
58
60
50
VALUE
40
30
19
20
11
10 6 4
2
0
Helps for
measurement
Growth
Future
appraiser
objectivity
Existing
and
OPTIONS
Among 100% of the employees, 99% said that the performance appraisal help
for the future growth. 47% of the employees said performance appraisal helps
them to get increments. Only one employee said that performance appraisal
does not help for the future growth. It is the duty of the company to make the
employee to realize about the importance of the appraisal system.
50
40 47
31
30
Value
20 13
8
10
1
0
Get increments Motivates for Improve the All the above PAS does not
Future Growth Quality of Work helps
Way it helps
42
TABLE 4. 13: THE TABLE SHOWS THE WAY IN WHICH THE TRAINING
PROGRAM HELPS.
Grand 26 40 3 40 5 40 6 40 40
Total
Only 40% of the employees said that the training is conducted. Among 40%,
37.5% of the employees said that the training is conducted once in a year and it
helps to increase the productivity. Only one employee said that the training is
conducted more than thrice in a year and it help to increase the productivity. 60%
of the employees said that they had not attended any training program. The
company has to increase the level of percentage by conducting more and regular
training program to the employees, So that the employee can understand how
CHART 4. 13: THE TABLE SHOWS THE WAY IN WHICH THE TRAINING
PROGRAM HELPS
16
15
14
12
10
9
Value
6
5
4
4
2
2
1 1 1 1 1
No. Of
Improvement after PAS Respondents % Value
Yes 100 100
No - -
Grand Total 100 100
100% of the employees tell that they had improved themselves after the
appraisal program.
No. Of
Parameters Respondents % Value
Dependability 3 3
Inter personal skill 86 86
All the above 11 11
Grand Total 100 100
Among 100% of the employees, 86% said that the parameter interpersonal
skill is to be included in the appraisal form.
80
60
40
20 11
3
0
Dependability Inter Personal skill All the above
Parameters
No.of.respondents Transparency
90
79
80
70
No.of.respondents
60
50
40
30
20 14
10 5
2
0
Yes Partly No
Transparency
Yes No
Among 100% of the employees, said that they have changed themselves after
telling their negative remarks. The company is responsible to make changes in
the employees after the appraisal. Only 2 of the employees said that they would
not change themselves after the negative remarks. It is duty of the company to
tell about the company rules and policies and make them to change their
negative.
80
No.of.Respondents
70
60
50
40
30
20
11
10 2
0
Yes May be No
Transparency
Parameters Benefit/Chance
Clarification Yes % Value No % Value
Yes 91 95.7 2 66.7
N0 4 4.2 1 33.3
Total Value 95 100 3 100
Among 100% of the employees, 95.7% said that they had got chance for further
clarification and they got benefit by it. The organization has to tell about what are
benefits they will get after appraisal, so that the level of employees can
increased. 66.67% of the employees said that they had not got any such chance
for clarification.
CHART 4.18.THE TABLE SHOWS THE CLARIFICATION ABOUT THE
NEGATIVE REMARKS
100
90 91
80
No.of.Respondent
70
60
50
40
30
20
10 4 2 1
0
yes no
Benefit/Chance
Yes N0
Guest relation 6 92 2 -
III
Personal 3 95 2 -
Grooming
Implement - 96 4 -
IV change
Flexibility 3 97 - -
Approximately more than 90% of the employees are satisfied with the above-
mentioned parameters. Around 5% of the employees are highly satisfied for only
few parameters. Around 4% of the employees are dissatisfied for few parameters
mentioned above. Only 3 of the highly dissatisfied for the parameter company
policies.
120
100
80
Value
60
40
20
0
al ge e
ism
n g
ng
e
lit
y u ies
or el d plin e at io
m
in a b i m
m
lic
i te el h i
& w isc en ro
o
tc ex co Po
ir te no D s ts r G n F l & y
W b
K & Ab ue al m
e rn pan
o n G n le a
J Pu rs
o p Le m
e I m Co
P
Parameters
Highly Satisfied
Satisfied
Dissatisfied
Highly Dissatisfied
Improvement 100 - -
II
Try to Change 87 2 11
Transparency 100 - -
III
Further 87 2 11
Clarification
Around 99% of the employees said that performance appraisal helps for future
growth. 100% of the employees said that the system is transparent.
Approximately 10% said that there is chance for further clarification. Around 85%
said that they would try to change themselves after the negative remark quotated
in the appraisal form.
120
100
80
Value
60
40
20
0
Training Future Improvement Try to Transparency Further
Pgm Growth Change Clarification
Parameters
Yes No May Be
CHAPTER 5
FINDINGS
2. The following are the ways and means to improve the effectiveness of the
existing performance appraisal system,
Regular training program shall be conducted in order to
increase the awareness on the appraisal system.
SUGGESTIONS
54
CHAPTER 6
CONCLUSION
The study had confirmed that the company is having a good Performance
Appraisal System.
From this study, it is found that majority of the workers were satisfied with
awareness among employees and it shall consider some of the ways and
future course for the benefit of the workers and the company.
APPENDICES - I
“A STUDY ON THE EFFECTIVENESS OF THE EXISTING PERFORMANCE
APPRAISAL SYSTEM” – In CAG PRIDE, Coimbatore.
PERSONAL DETAILS
DEPARTMENT: DESIGNATION:
1.Are you satisfied with the method used to measure the Punctuality and
Discipline in the existing performance appraisal system?
2. Are you satisfied with the method used to measure the Job Knowledge,
Quality of Work, Effective Time at Work and Attitude towards Work in the existing
performance appraisal system?
v High subjectivity.
3. Are you satisfied with the method used to measure the Writing and Oral
abilities in the existing performance appraisal system?
iv High subjectivity.
4. Are you satisfied with the method used to measure the Ability to Learn and
Communicate in the existing performance appraisal system?
59
vi High subjectivity
5. Are you satisfied with the method used to measure the Ability to Accept,
Implement the Change, to For See Problem and Plan and to take Decision at
Short Notice in the existing performance appraisal system?
I Not measure through how many times the higher authorities are
referred
vi High subjectivity.
6.Are you satisfied with the method used to measure the Absenteeism Rate in
the existing performance appraisal system?
iv High subjectivity.
7.Are you satisfied with the method used to measure the Flexibility in the existing
performance appraisal system?
8.Are you satisfied with the method used to measure the Personal Grooming in
the existing performance appraisal system?
9. Are you satisfied with the method used to measure the Knowledge on the
Company policies in the existing performance appraisal system?
10. Are you satisfied with the method used to measure the Education and
Computer Skills in the existing performance appraisal system?
11.Are you satisfied with the method used to measure the Guest Relation in the
existing performance appraisal system?
PERFORMANCE APPRAISAL
12. Do you think that performance appraisal system help for the future growth?
Yes No
Get Increments.
Yes No
13.a) If yes, how many times you have attended the training program
14. Have you improved yourself after getting information from the performance
appraisal system?
Yes No
15. Can you suggest some parameters, which have to be included in the
performance appraisal?
Dependability.
16.a) If yes, is there is any communication regarding the negative remark given
by the appraiser.
Yes No
17. Have you tried to change yourself after the negative remarks quoted in the
performance appraisal system?
18. Have you been given any chance for further clarification about the negative
remarks, after you have been appraised?
Yes No
Yes No
19. Can you suggest some methods and tools to measure the parameters in
the performance appraisal system?
70
REFERENCES
Web Sites: