Project on Absenteeism- FINAL REPORT

1

Reduction of Absenteeism Level in

Hospitality Industry

BY

ZOYA NASEEM

REG.NO: 3511110954

SUPERVISED BY

Mr. R.SHIVA KUMAR

PROJECT GUIDE

PROF. SUNDARARAJAN

DATE: 4TH

MARCH – 30TH

APRIL 2013

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PREFACE

The purpose of this report is to explain what I learned during my summer

project in the WOW express department at Sheraton Park hotel & towers,

Chennai. This report is also the requirement for the partial fulfillment of the

summer project at the conclusion of the 2nd

year Masters in Business

Administration course. The report focuses on the assignments handled,

working environment, success and short comings I had encountered during

my summer project at Sheraton park hotels & towers, Chennai.

The summer project report contains my Individual observation during the

stipulated period granted by the company and it would be imperative that

recommendations and suggestions be given, to better my observation skills

and knowledge about the company.

I firmly believe that this stint at Sheraton park hotels & towers has helped

me hone my management skills and also acquire adequate technical skills

required for better understanding of the technical subjects I have chosen in

my final year Post graduation.

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ACKNOWLEDGEMENTS

This summer project stint at the hotel has been a great learning experience

for me personally, especially to be associated with a hotel like Sheraton park

hotels & towers, which is one of the successful brands of Starwood hotels

groups.

I would like to extend my sincere gratitude to Mr. Shiva Kumar –

Manager, Learning Services & WOW express and his team for giving me

the opportunity to complete my summer project at Sheraton park hotels and

towers.

I would like to thank Mr. Anurag Mishra , Sheraton Park hotels & towers,

for extending his support throughout the summer project and helping me

coordinate with the necessary department staff during my stint at the

company.

This acknowledgement would be incomplete without the mention of

Mr.Prasad Pillai, Sheraton park hotels & towers, Chennai under whose

assistance and effective guidance the summer project was completed.

Also would like to extend my gratitude to the entire team of Learning

Services and WOW Express team for their kind cooperation and giving me

adequate knowledge of the department they handle.

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TABLE OF CONTENTS

Sl No Content Page No

Chapter 1 Introduction 6

1.1 Industry Profile 7

1.2 Economic Growth 8

1.3 Growth of Industry 9

1.4 Organizational Profile 15

1.5 Need for Study 49

1.6 Literature Review 51

1.7 Objectives of the Study 53

1.8 Limitations 56

Chapter 2 Introduction 57

2.1 Sample Design 59

2.2 Tools of Analysis 60

2.3 Scope and Significance 68

Chapter 3 Six Sigma 69

3.1 Introduction 70

3.2 Features 71

3.3 Methodologies 71

3.4 Quality Management

tools

73

3.5 Six Sigma Softwares 73

3.6 Implementation Roles 74

3.7 Application 75

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Chapter 4 DMAIC 76

4.0 Executive Summary 77

4.1 Define 77

4.2 Measure 80

4.3 Analyze 82

4.4 Improve 87

4.5 Control 88

Chapter 5 Conclusion 90

5.1 Improvement Initiatives 91

BIBLIOGRAPHY

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CHAPTER 1

INTRODUCTION

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Starwood Hotels and Resorts Worldwide, Inc. is an American hotel and

leisure company headquartered in Stamford, Connecticut. One of the world's

largest hotel companies, it owns, operates, franchises and manages hotels,

resorts, spas, residences, and vacation ownership properties under its nine

owned brands.

Some of the brand names included under Starwood are : Westin Hotels,

Sheraton Park, Aloft, Le Meridien, St.Regis, The luxury collection etc.,

The Sheraton Park hotels & towers are the largest brand serving the needs of

business and leisure travellers worldwide. It is the first international hotel

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brand to step into markets like China and captivating several key

destinations worldwide.

1.1 INDUSTRY PROFILE (SECTOR PROFILE)

Hospitality is the relationship between the guest and the host, or the act or

practice of being hospitable. Specifically, this includes the reception and

entertainment of guests, visitors, or strangers.

The Hospitality industry is a broad category of fields within the service

industry that includes lodging, restaurants, event planning, theme

parks, transportation, cruise line, and additional fields within the tourism

industry.

The hospitality industry is a several billion dollar industry that mostly

depends on the availability of leisure time and disposable income

A hospitality unit such as a restaurant, hotel, or even an amusement park

consists of multiple groups such as facility maintenance, direct operations

(servers, housekeepers, porters, kitchen workers, bartenders, etc.),

management, marketing, and human resources.

A hotel is an establishment that provides lodging paid on a short-term basis.

The provision of basic accommodation, in times past, consisting only of a

room with a bed, a cupboard, a small table and a washstand has largely been

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replaced by rooms with modern facilities, including en-suite bathrooms

& air conditioning or climate control.

The Hotel operations vary in size, function, and cost. Most hotels and major

hospitality companies that operate hotels have set widely accepted industry

standards to classify hotel types.

The various categories of Hotel includes :- Conference & resort hotels,

Historic Inns & boutique hotels, Select service hotels, Limited service

hotels, Extended stay hotels, Timeshare hotels & Botels (Floating Hotels).

1.2 ECONOMIC GROWTH – LIBERALIZATION MEASURES

The economic liberalization in India refers to on-going economic

reforms in India that started on 24 July 1991. In 1991, after India faced

a balance of payments crisis, it had to pledge 20 tons of gold to Union Bank

of Switzerland and 47 ton to Bank of England as part of a bailout deal with

the International Monetary Fund (IMF).

The new neo-liberal policies included opening for international trade and

investment, deregulation, initiation of privatization, tax reforms, and

inflation-controlling measures.

The overall direction of liberalization has since remained the same,

irrespective of the ruling party, although no party has yet tried to take on

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powerful lobbies such as the trade unions and farmers, or contentious issues

such as reforming labour laws and reducing agricultural subsidies.

The fruits of liberalization reached their peak in 2007, when India recorded

its highest GDP growth rate of 9%. With this, India became the second

fastest growing major economy in the world, next only to China. The growth

rate has slowed significantly in the first half of 2012.

An Organization for Economic Co-operation and Development (OECD)

report states that the average growth rate of 7.5% will double the average

income in a decade, and more reforms would speed up the pace.

1.3 GROWTH OF INDUSTRY – LAST DECADE

The constant transformation has made the Indian hotel industry more

functional and practical and has gained a level of acceptance world over.

The standards of facilities and services offered have evolved over the last

decade towards the extensive use of technology, environment friendly

services, pricing, market segmentation, regional preferences etc.,

The Indian hotel industry has seen a significant growth in room inventory

across categories from upscale luxury to limited services and, boutique and

budget hotels.

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With the continued growth in India's GDP, improvement in the per capita

income, and increased aspirational spending, the Indian hospitality sector is

expected to grow faster than most countries around the world.

According to the Consolidated FDI Policy, released by DIPP, ministry of

Commerce and Industry, government of India, the government has allowed

100 per cent foreign investment under the automatic route in the hotel and

tourism related industry.

According to World Travel & Tourism Council, by 2020, travel and tourism

investment is estimated to should reach US$ 109.3 billion or 7.7 per cent of

total investment.

Federation of Hotel and Restaurant Associations of India states that India

currently has over 200,000 hotel rooms spread across hotel categories and

guest-houses and is still facing a shortfall of over 100,000 rooms.

The Indian hotel industry is seeing huge spurt of foreign investment and

international brands entering the fray. Most major international hotel brands

such as Starwood, Hilton, Marriott, Hyatt and Accor already have a growing

presence in India

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1.3.1 GROWTH DRIVERS OF HOSPITALITY INDUSTRY IN

INDIA:

Regulatory Drivers

External Drivers Internal drivers

Incentives by Central & State Governments

Elimination of Customs duty on the import of raw materials, Equipment, Liquor etc.,

Fringe benefit tax exempted on crèche, employee sports, guest house facilities.

Five year tax holiday granted to 2-4 star hotels in specified districts having UNESCO world heritage sites.

Exemption of Luxury and sales tax for 5-7 years for new projects.

Introduction of M-VISA to boost the medical tourism in the country.

Strong Economic Growth

GDP growth rate of 9% p.a was achieved for the year 2010. Growth rate of 8.7% p.a has been forecasted till 2016 to enable hospitality sector growth.

FDI inflow increased due to allowance of 100% FDI & better infrastructure availability.

Hospitality sector handled 5.58 mn international tourists arrivals(8.1% Y-o-Y growth) and 740.21 mn domestic tourists in 2010 (10.7% Y-o-Y growth)

The “Incredible India” and “Atithi Devo Bhavah” campaigns have improved foreign tourist outlook for India.

Hosting major sporting events

International sporting events like Formula One race in the National Capital Region (NCR) in 2011 are set to boost hospitality.

Ministry of Tourism estimates a shortage of 0.15 mn hotel rooms in 2011, of which two-thirds are in the budget category.

Rising disposable incomes, cheaper airfares, changing consumer lifestyle and ease of financial transactions leading.

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GRAPHICAL ANALYSIS OF OCCUPANCY LEVEL, AVERAGE

ROOM RATE & REVENUE PER ACCOMODATION ROOM

54%56%58%60%62%64%66%68%70%72%74%

0

50

100

150

200

FY2006 FY2007 FY2008 FY2009 FY2010

Average Room Rate

RevPar

Occupancy levels

Occupancy levels(%), Average Room Rate (USD) and RevPAR* (USD)

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GRAPHICAL ANALYSIS OF FOREIGN TOURIST ARRIVAL

4.45 5.08 5.28 5.17

5.58

2006 2007 2008 2009 2010

Foreign Tourist Arrivals (FTA) in mn

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1.3.2 KEY HOSPITALITY PLAYERS IN INDIA

Players Segment

Presence Brands

Future Expansion

Plans

INTERNATIONAL

PLAYERS

InterContinental

Luxury, mid-

segment and

business

InterContinental

Crowne Plaza

Holiday Inn

Holiday Inn Express

Hotel Indigo

Staybridge Suites

Candlewood Suites

Plans to operate 45 new

hotels by 2015

Carlson Luxury,

business,

economy and

cruises

Radisson Hotels and

Resorts

Park Plaza

Country Inns &

Suites

Park Inn

Plans to increase its

presence in India to 78

hotels by 2012, from 28

in 2009

INDIAN PLAYERS

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1.4 ORGANIZATIONAL PROFILE

ITC LIMITED:

ITC Limited or ITC is an Indian public conglomerate company headquartered

in Kolkata, West Bengal, India. Its diversified business includes four segments:

Fast Moving Consumer Goods (FMCG), Hotels, Paperboards, Paper & Packaging

and Agri Business. ITC's annual turnover stood at $7 billion and market

capitalization of over $34 billion. The company has its registered office in Kolkata.

It started off as the Imperial Tobacco Company of India and was rechristened

TAJ group of hotels Luxury, mid-

segment and

budget

Taj, Gateway

Vivanta

Ginger

Plans to construct 50

budget hotels under the

Ginger brand over the

next four years

ITC Welcome group

Luxury, budget

and heritage

ITC Hotel – Luxury

Collection

Welcome Hotel –

Sheraton

Fortune

Welcome Heritage

To invest USD 2,000

mn over next few years

EIH Business ,

leisure and

cruises

Oberoi

Trident

Plans to develop 750

additional hotel rooms

under the Trident brand

over the next 2.5 years

The Leela Luxury and

heritage

Leela penta

Leela palace

Expected to add 349

more rooms in 2012

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to India Tobacco Company in 1970, I.T.C. Limited in 1974 and finally ITC

Limited in 2001

The company is headed by Yogesh Chander Deveshwar. It employs over 29,000

people at more than 60 locations across India and is listed on Forbes 2000. ITC

Limited completed 100 years on 24 August 2010.

ITC has a diversified presence in FMCG (Fast Moving Consumer Goods), Hotels,

Paperboards & Specialty Papers, Packaging, Agri-Business and Information

Technology. While ITC is a market leader in its traditional businesses of Hotels,

Paperboards, Packaging, Agri-Exports and Cigarettes, it is rapidly gaining market

share even in its nascent businesses of Packaged Foods & Confectionery, Branded

Apparel, Personal Care and Stationery. Meera Shankar joined the board of ITC Ltd

as the first women director in its history. She is an additional non-executive

director of the cigarettes-FMCG-hotel major.

HISTORY:

ITC was formed on August 24, 1910 under the name Imperial Tobacco Company

of India Limited. Later the name of the Company was changed from Imperial

Tobacco Company of India Limited to India Tobacco Company Limited in 1970

and then to I.T.C. Limited in 1974. ITC contains a wide range of businesses -

Cigarettes & Tobacco, Hotels, Information Technology, Packaging, Paperboards &

Specialty Papers, Agri-business, Foods, Lifestyle Retailing, Education &

Stationery and Personal Care . Finally the company changed its name to 'ITC

Limited’ on September 2001.

The earlier decades of the Company's existence were mainly depending on growth

and consolidation of the Cigarettes and Leaf Tobacco businesses, In the Seventies

it started to transform into a corporate. In 1975 the Company launched its Hotels

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business with the acquisition of a hotel in Chennai which was rechristened 'ITC-

Welcomgroup Hotel Chola'. The objective of ITC's entry into the hotels business

was rooted in the concept of creating value for the nation In 1979, ITC entered the

Paperboard business by promoting ITC Bhadrachalam Paperboards Limited, which

today has become the market leader in India.

In 1985, ITC set up Surya Tobacco Co. in Nepal as an Indo-Nepal and British joint

venture. Since inception, its shares have been held by ITC, British American

Tobacco and various independent shareholders in Nepal. In August 2002, Surya

Tobacco became a subsidiary of ITC Limited and its name was changed to Surya

Nepal Private Limited (Surya Nepal). Also in 1990, leveraging its tends to 10

states covering over 4 million farmers. ITC's first rural mall, christened 'Choupal

Saagar' was inaugurated in August 2004 at Sehore. On the rural retail front, 24

'Choupal Saagars' are now operational in the 3 states of Madhya Pradesh,

Maharashtra and Uttar Pradesh.

In 2000, ITC forayed into the Greeting, Gifting and Stationery products business

with the launch of Expressions range of greeting cards. A line of premium range of

notebooks under brand “Paperkraft” was launched in 2002. To augment its offering

and to reach a wider student population, the popular range of notebooks was

launched under brand “Classmate” in 2003. “Classmate” over the years has grown

to become India’s largest notebook brand and has also increased its portfolio to

occupy a greater share of the school bag. Years 2007- 2009 saw the launch of

Children Books, Slam Books, Geometry Boxes, Pens and Pencils under the

“Classmate” brand. In 2008, ITC repositioned the business as the Education and

Stationery Products Business and launched India's first environment friendly

premium business paper under the “Paperkraft” Brand. “Paperkraft” offers a

diverse portfolio in the premium executive stationery and office consumables

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segment. Paperkraft entered new categories in the office consumable segment with

the launch of Textliners, Permanent Ink Markers and White Board Markers in

2009.

ITC also entered the Lifestyle Retailing business with the Wills Sport range of

international quality relaxed wear for men and women in 2000. The Wills Lifestyle

chain of exclusive stores later expanded its range to include Wills Classic formal

wear (2002) and Wills Clublife evening wear (2003).

In 2000, ITC spun off its information technology business into a wholly owned

subsidiary, ITC Infotech India Limited, to more aggressively pursue emerging

opportunities in this area. Today ITC Infotech is one of India’s fastest growing

global IT and IT-enabled services companies and has established itself as a key

player in offshore outsourcing, providing outsourced IT solutions and services to

leading global customers across key focus verticals - Manufacturing, BFSI

(Banking, Financial Services & Insurance), CPG&R (Consumer Packaged Goods

& Retail), THT (Travel, Hospitality and Transportation) and Media &

Entertainment.

ITC's foray into the Foods business is an outstanding example of successfully

blending multiple internal competencies to create a new driver of business growth.

It began in August 2001 with the introduction of 'Kitchens of India' ready-to-eat

Indian gourmet dishes. In 2002, ITC entered the confectionery and staples

segments with the launch of the brands mint-o and Candyman confectionery and

Aashirvaad atta (wheat flour). 2003 witnessed the introduction of Sunfeast as the

Company entered the biscuits segment. ITC's entered the fast growing branded

snacks category with Bingo! in 2007. In just over a decade, the Foods business has

grown to a significant size with over 200 differentiated products under six

distinctive brands, with an enviable distribution reach, a rapidly growing market

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share and a solid market standing. In 2002, ITC's philosophy of contributing to

enhancing the competitiveness of the entire value chain found yet another

expression in the Safety Matches initiative. ITC now markets popular safety

matches brands like iKno, Mangaldeep, Aim, Aim Mega and Aim Metro. ITC's

foray into the marketing of Agarbattis (incense sticks) in 2003 marked the

manifestation of its partnership with the cottage sector. ITC's popular agarbattis

brands include Spriha and Mangaldeep across a range of fragrances like Rose,

Jasmine, Bouquet, Sandalwood, Madhur, Sambrani and Nagchampa.

ITC introduced Essenza Di Wills, an exclusive range of fine fragrances and bath &

body care products for men and women in July 2005. Continuing with its tradition

of bringing world class products to Indian consumers the Company launched

'Fiama Di Wills', a premium range of Shampoos, Shower Gels and Soaps in

September, October and December 2007 respectively. The Company also launched

the 'Superia' range of Soaps and Shampoos in the mass-market segment at select

markets in October 2007 and Vivel De Wills & Vivel range of soaps in February

and Vivel range of shampoos in June 2008.

LIST OF PRODUCTS AND BRANDS:

In FMCG, ITC has a strong presence in :

Cigarettes: W.D. & H.O. Wills, Gold Flake Kings, Gold Flake Premium, Gold

Flake Super Star, Navy Cut, Insignia, India Kings, Classic (Verve, Menthol,

Menthol Rush, Regular, Citric Twist, Mild & Ultra Mild), 555, Benson &

Hedges, SilkCut, Scissors, Capstan, Berkeley, Bristol, LuckyStrike, Players and

Flake.

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Foods:(KitchensofIndia; Aashirvaad, Minto, Sunfeast, Candyman, Bingo,

Yippee, Sunfeast Pasta brands in Ready to Eat, Staples, Biscuits,

Confectionery, Noodles and Snack Foods);

Apparel: (Wills Lifestyle and John Players brands);

Personal care: (Fiama di Wills; Vivel; Essenza di Wills; Superia; Vivel di

Wills brands of products in perfumes, haircare and skincare)

Stationery: (Classmate and PaperKraft brands)

Safety Matches and Agarbattis: [Ship (through ownership

of WIMCO); iKno; Mangaldeep; Aim brands]

Other Businesses include:

Hotels: ITC's hotels (under brands including WelcomHotel) have evolved into

being India's second largest hotel chain with over 80 hotels throughout the

country. ITC is also the exclusive franchisee in India of two brands owned

by Sheraton International Inc.-

The Luxury Collection and Sheraton which ITC uses in association with its

own brands in the luxury 5 star segment. Brands in the hospitality sector owned

and operated by its subsidiaries include Fortune and WelcomeHeritage brands.

Paperboard, Specialty Paper, Graphic and other Paper;

Packaging and Printing for diverse international and Indian clientele.

Infotech (through its fully owned subsidiary ITC Infotech India Limited which

is a SEI CMM Level 5 company)

Rural Initiatives:

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ITC's Agri-Business is India's second largest exporter of agricultural products. ITC

is one of the India's biggest foreign exchange earners (US $ 2 billion in the last

decade). The Company's 'e-Choupal' initiative is enabling Indian agriculture

significantly enhance its competitiveness by empowering Indian farmers through

the power of the Internet. This transformational strategy, which has already

become the subject matter of a case study at Harvard Business School, is expected

to progressively create for ITC a huge rural distribution infrastructure, significantly

enhancing the Company's marketing reach.

The company places computers with Internet access in rural farming villages; the

e-Choupals serve as both a social gathering place for exchange of information

(choupal means gathering place in Hindi) and an e-commerce hub. What began as

an effort to re-engineer the procurement process for soy, tobacco, wheat, shrimp,

and other cropping systems in rural India has also created a highly profitable

distribution and product design channel for the company—an e-commerce

platform that is also a low-cost fulfillment system focused on the needs of rural

India. The e-Choupal system has also catalyzed rural transformation that is helping

to alleviate rural isolation, create more transparency for farmers, and improve their

productivity and incomes.

Corporate Philanthrophy:

ITC e-choupal creatively leverages information technology to set up a meta-market

in favour of India's small and poor farmers, who would otherwise continue to

operate and transact in 'un-evolved' markets.

As of July 2010, services through 6500 Echoupal across 10 states, reach more than

4 million farmers in about 40,000 villages. Free access to Internet is also opening

windows ofrural India to the world at large.

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ITC e-choupal is now being regarded as a reliable delivery mechanism for resource

development initiatives. Its potential is being tested through pilot projects

in healthcare, educational services, water management and cattle

health management with the help of several service providers including non-

governmental organizations.

Classmate notebooks were launched with the initiative of contributing 1 rupee

towards the education of poor children,from every four notebooks it sold.

Classmate, has launched a programme called Classmate Ideas for India challenge.

The programme would be a part of the company's centenary initiative. The nation-

wide programme would invite ideas of the youth, who have the potential to

transform India. Classmate Ideas for India challenge plans to reach out to 25 lakh

students across 30 cities, 500 schools and 200 colleges across the country.

Forbes Ranking:

ITC features on the Forbes Global 2000 rankings for 2007 at position 1256.

ITC is the only Indian FMCG company that features on the Forbes Global

2000 rankings for 2009 at position 987.

ITC also featured on the Forbes World's Most reputable Companies List at position

95.

ITC Products:

Cigarettes

Insignia

India Kings

Lucky Strike

Classic

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Gold Flake

Navy Cut

Players

Scissors

Capstan

Berkeley

Bristol

Flake

Silk Cut

Duke & Royal

Foods

Aashirvaad saurav

Bingo!

Sunfeast

Mint-O

Candiman

Kitchens of India

Lifestyle Retailing

Wills Lifestyle

John Players

Personal Care

Essenza Di Wills

Vivel

Fiama Di Wills

Superia

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Education and Stationery

Color Crew

Classmate

Paperkraft

HOTELS

ITC HOTELS

ITC GRAND CHOLA, CHENNAI

Experience an era of magnificence & splendour. This ornate, palatial tribute

to Southern India's greatest empires – the Imperial Cholas – overlooks

verdant foliage in the heart of Chennai. It embodies the highest standards in

Indian hospitality balanced with elegant restraint in a prime property with a

distinct personality. The ITC Grand Chola has 522 rooms and 78 luxuriously

appointed serviced apartments. Its 600 spacious guest rooms, suites and

luxury serviced apartments, are the epitome of Indian grace and style,

expertly appointed with thoughtful amenities. It exceeds the needs of both

the business traveller as well as the bespoke requirements of the destination

connoisseur.

Ideal Location: The delights of this luxurious hotel are multifarious. As a

fascinating throwback to a vibrant period in Indian history, ITC Grand Chola

stands for timeless beauty and luxury. Built in the midst of the business hub

of Guindy and located on Mount Road, ITC Grand Chola in Chennai is

within close proximity to many key areas of Chennai and is just 8 km away

from the domestic and international airport. This luxury hotel which exceeds

the grandeur of existing 5-star hotels in Chennai is also an ideal destination

for both business and leisure sojourns. The well-connected roads and

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transportation system enable easy accessibility to commercial points and key

areas in the city.

Refined Artistry Towering facades and flowing architecture are leaves taken

from the aesthetics of the Cholas, an ancient dynasty that made a deep

impact on many regions within and outside of this country. From the shores

of the Bay of Bengal to that of South Asian borders of Malaysia, China and

Sri Lanka among others, the Cholas have influenced art, architecture and

culture from their time to now. Impeccably carved temples, bronze

sculptures of unparalleled beauty and keen attention to detail is aesthetics

that continue to influence us.

Experience the grandeur of Southern India's Golden Age

ITC Grand Chola stands apart from existing luxury hotels in Chennai; the

hotel expresses the glory of the Chola Dynasty – the greatest maritime

power to have arisen in the region of South Asia. In its grandeur and royalty,

splendid columns and stairways, granite carvings and vast spaces, ITC

Grand Chola is an inspired rendition of the vision of the Great Masters. A

symbol of entrepreneurship and the ideals of modern day creativity, ITC

Grand Chola is indeed a beacon for the hospitality industry. Its monumental

scale, intricacy of design and grandeur of space, reflects the rich cultural

heritage of the city in which it is placed. This synergy of history and best-in-

class hotel services will set new benchmarks for luxury in India and the

world. ITC Hotels' flagship property in the Southern region of India, has

been built to recall the grandeur of the Golden Era in Indian history in a

modern retelling – this five-star luxury business hotel’s three separate wings

feature a set of luxurious serviced apartments with the largest banquet and

exhibition spaces in the country, a sprawling retail arcade, spectacular

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recreational facilities, the finest of fine dining and accommodation that is

truly spectacular.

ITC MAURYA, NEW DELHI

ITC Maurya, a premier 5 star hotel in Delhi is named after the famous ‘Mauryan”

dynasty which gave Indian history it’s golden age where art, culture and

architecture flourished. This luxury hotel in Delhi has 440 rooms, including 29

uniquely-designed suites, are available in a bouquet of room categories, from the

Executive Club which pioneers a tradition in corporate hospitality to the Towers’

eight luxurious floors of elegance and tranquillity. ITC one rooms – our premium

room category offers an allergy friendly environment with magnificent decor,

impeccable service, and the latest in modern conveniences and amenities. Behind

the lavishness is a crisp efficiency and a deep understanding of the needs of the

global traveller. A Capital Address In the verdant, ridge fringed enclave of

Chanakyapuri, the stateliness of ITC Maurya aptly reflects the quiet dignity of it

location.

Situated in the diplomatic enclave of New Delhi, in close proximity to the

corridors of power in the capital city, ITC Maurya has long been the favoured

accommodation of heads of state, royalty and business leaders from across the

world. Steeped in History Inspired by the grand Mauryan dynasty, one of the

world’s largest and most powerful kingdoms at its zenith, this 5 star luxury hotel

expresses the refined graciousness and majesty of this mighty empire.

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It also reflects the many intriguing facets of the Mauryas and their ‘Golden Rule’,

from the enigma of the Buddhist King Ashoka who was considered, at once, the

most ferocious and the gentlest rulers of all time, the invincibility of Chandragupta

and the unfathomable cunning of his advisor Chanakya and the grandeur of the

dynasty.

Refined Artistry Replete with historical allusions that have sprung to life with the

refreshing vitality of contemporary interpretation by some of India’s finest artists,

ITC Maurya boasts a priceless and exquisite collection of art.

In fact even its architecture has been inspired by Buddhist stupas, while its dome

shaped lobby splashed with the stunning ‘procession of life’ painting by Krishen

Khanna, has been modelled on the ancient Buddhist Chaitya cave temples in

Karla, Maharashtra.

Culinary Excellence

A significant feature on the itineraries of gourmets across the world, ITC

Maurya’s restaurants promise an uncommon experience of authentic Indian and

international cuisine. Its award winning globally acclaimed restaurants are integral

to the care and attention ITC Maurya accords to your indulgence when you stay

here.

ITC MARATHA, MUMBAI

A Grand Revival

In an ambience steeped in history, complemented by a richness of culture acquired

through centuries, ITC Maratha, a premier 5 star hotel in Mumbai brings you

world class luxury with the warmth of Indian hospitality in an experience that is

unmistakably Majestic.

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Inspired by the Maratha dynasty, this luxury hotel presents a range of cuisines,

accommodation and recreation options that are comparable with the best in

Mumbai, and the world.

Elegant and distinguished. A short distance away from the airport, this majestic 5

star luxury hotel reaffirms the understated grandeur and ethos of Maharashtrian

hospitality.

A luxurious business hotel built to capture the essence of Mumbai’s rich history;

ITC Maratha’s most prominent architectural features express a confluence of

European and Indian sensibilities. The distinctive domed roof that dominates its

façade is perhaps its most recognisable feature of the Hotel.

Refined artistry

Among the most luxurious of Mumbai’s 5 star business hotels, ITC Maratha

features interiors that express a fusion of the old with the contemporary, efficiency

with luxury and the soft richness of Maharashtrian art and furnishings, with an

elegant European sensibility.

Each floor features different themes that are brought to life by the hotel’s

extensive art collection ranging from impressions of Ajanta frescoes to

Chitrakatha drawings, Warli tribal art, tantric art forms, framed coins, exquisite

jewellery and a host of other finely wrought artefacts.

A world of comfort and luxury, with responsibility

ITC Maratha’s reputation as Mumbai’s leading 5 star luxury hotel is anchored in

many factors, a prominent one being its restaurants which feature a spread of

award winning cuisines and beverages, bringing you treasures of Indian,

Continental and East and South East Asian culinary traditions along with some of

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the world’s most well-appreciated and prized beverages.

At the centre of it all, the Peshwa Pavilion, an open-to-skylight 24-hour restaurant

forms the pivot of activity, expresses the liberating spirit of Mumbai with its

soaring ceiling and cheerful ambience.

However, what’s most special about this luxury hotel is that it brings you this

world of hospitality with the gentle touch of nature. Espousing the value of

‘Responsible Luxury’, 80% of the hotel’s energy is derived from renewable

sources.

ITC GARDENIA, BENGALURU

ITC Gardenia embodies the splendours of Nature. This 5 star hotel in Bengaluru

was built as a tribute to the beautiful city of Bengaluru, and inspired from the

magnificent gardens of the City. The Hotel is conveniently located in the

commercial heart of Bengaluru and is in close proximity to key business districts

and IT hubs of Bengaluru. This luxury hotel in Bengaluru is equipped with 292

Luxury rooms and suites offering the discerning business and leisure traveller the

best in hospitality and Hotel services.

Forward to green ,back to nature

Not far from this delightful spot, where the breeze bears the fragrance of fresh

blossoms and new leaves, and the roads are shaded by the canopies of old trees,

stands ITC Gardenia, ITC Hotels’ 5 star green luxury business hotel in

Bengaluru.

The crowning glory of ITC Hotels’ achievement in sustainable practices, ITC

Gardenia is a labour of love for what we come from – an ancient tradition of

returning to the earth what we take from it, and a commitment to bringing the best

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of Indian hospitality to our guests, in a befitting culmination of all that ITC Hotels

stands for– ResponsibleLuxury.

Responsible Luxury for the discerning traveller

An elegant building that appears unassuming at first glance, ITC Gardenia is a

marvel of technological engineering and architectural genius, evident in the

seamless blend of its outdoor and indoor spaces that convey a unique sense of the

hotel’s garden inspiration, while shrinking your carbon footprint by over 60%

when you stay here.

From its wind cooled lobby that frames a stunning view of the beautiful outdoor

island restaurant Lotus Pavilion with its vivid grass topped roof, to the vertical

gardens in Cubbon Pavilion and the lobby, and the distinctive nature-driven theme

on each floor moving up from earth to sky, ITC Gardenia brings together the best

of what is natural and manmade.

Asia's first LEED Platinum rated Green Hotel, ITC Gardenia uses frontier green

technologies in its systems like water recycling, energy and waste management,

along with eco friendly materials in its architecture and decor, to offer 5 star

luxury for the discerning business traveller, with the soft touch of nature.

This commitment to greener practices also extends to the services that we offer.

From green banquets to green conferencing, our associates will be pleased to share

more on this with you

Arrive in style at India’s first hotel with an operable helipad

India’s first hotel to be granted permission to operate helicopters on its rooftop,

ITC Gardenia features a 25m diameter helipad on the hotel’s 22nd floor, with the

DGCA’s approval and authorisation, to land and take-off under day VFR

conditions – interpreted as day time operations only.

Designed to cater to twin engine CLASS 1 helicopters weighing upto 5.4 tonnes,

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all operations are carried out by an experienced crew of qualified helicopter

pilots.

Luxury at its finest

From the most extravagant banqueting facilities, to the most exquisite and largest

business suite in India, luxury accommodation in a range of categories and the

finest fine dining facilities, ITC Gardenia offers a matchless experience of 5 star

business and luxury hospitality in Bengaluru. Combined with its ambience of

nature embracing luxury, warm hospitality and superlative facilities, ITC Gardenia

offers the finest in 5 star business hospitality in Bengaluru.

ITC WINDSOR, BENGALURU

ITC Windsor, a 5 star hotel in Bengaluru, merges an old world ambience with

international service to create a hotel experience that goes beyond expectation.

This luxury hotel in Bengaluru has long acquired a reputation of playing host to

the aristocracy of the world. The hotel is located a mere three kilometres from the

business centre and 33 kilometres from the airport in a highly secure diplomatic

pocket. This splendid downtown location is near the prominent business and

commercial areas, the historic landmark Vidhana Soudha, and opposite the

Bangalore Golf Course.

Lush, landscaped gardens, wood panelling, and Queen Anne furniture paint a

picture of the charm and grace of the Regency era. 240 guest rooms and suites

promise are spite filled with opulence and grandeur.

Balmy Bengaluru

At 3018 feet above sea level, Bengaluru has the sort of gentle, affable weather that

is eminently conducive to good health and a cheerful demeanour. It is no wonder

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that among its many complimentary epithets it was also once befittingly called the

‘pensioner’s paradise’.

WinsomeWindsor Situated in a charmed spot, in a serendipitous combination of

location and climate, ITC Windsor offers a spectacular experience of 5 star luxury

hospitality in this agreeable city. Perched at the edge of a promontory in the heart

of the city, overlooking the lush expanse of the Bangalore Golf Club, this 5 star

luxury business hotel cuts a fine figure against Bengaluru’s city skyline.

Reliving the regency life

A stately manor built during the Raj Era, ITC Windsor’s colonial architecture, its

elegant colonnades and balustrades, fluted pillars, Georgian windows, its

magnificent chandeliers and period furniture create a stirring ambience of

unhurried luxury and old world leisure. More than just Bengaluru’s finest business

hotel, ITC Windsor offers a rich glimpse into the city’s past. Its hushed corridors,

priceless art décor paintings of the Georgian and Edwardian Eras complemented

by the regal splendour of the Manor Suites to evoke the grandeur of a bygone era.

Bengaluru’s finest From the grand cuisines of India, to some of the finest culinary

encounters from across the world, paired with a rare selection of beverages, ITC

Windsor presents an eclectic choice for Indian and international diners.

Combined with its ambience of elegant luxury, warm hospitality and superlative

accommodation options, ITC Windsor offers the finest in 5 star business

hospitality in Bengaluru.

ITC GRAND CENTRAL, MUMBAI

Inspired by British Colonial architecture of old Bombay, this luxury hotel in

Mumbai is located amidst business & recreational centers in Parel. The colourful

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patchwork of the city’s cultures – its colonial past, old english charm, modern

present and warm Indian Hospitality – fill our hotel with a fabled grandeur. This 5

star hotel has 242 guest rooms including 19 suites, non-smoking floors & for

single lady travellers Eva floors with sophisticated security and building

management system.

A meeting of two worlds

Despite its status as one of India’s most cosmopolitan cities, there are parts of

Mumbai that have the curious quality of straddling two worlds. They bear the

characterful ambience of a timeless past while gently embracing the dizzying

here-ness of the present. ITC Grand Central carries forth the culture and builds the

character of the place through its fine blend of British colonial style with modern

contemporary design.

Parel is one such place. Once a buzzing centre of activity with a large

concentration of cotton mills, and prior to that a posh colonial residential

settlement where the erstwhile governor of Bombay – Sir William Hornby lived,

Parel still bears the old world charm of a bygone era, despite a renewed spate of

development and now the commercial hub of Mumbai

ITC Grand Central embodies this spirit with perfection. Embodying the spirit of

Mumbai.

Among south Mumbai’s most luxurious 5 star business hotels ITC Grand Central

is conveniently situated close to the business district of south Mumbai.

Built to embody the best of both the worlds it inhabits, ITC Grand Central cuts a

striking figure against Parel’s skyline. While its tall spire expresses the invincible

spirit of enterprise in Mumbai, the cobbled stone-paved characterful Millsquare

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that forms the pivot of the hotel offers a befittingly charming tribute to the mills of

Mumbai.

A world of comfort and luxury, with responsibility

ITC Grand Central’s reputation as Mumbai’s leading 5 star luxury hotel relies on

its superlative luxury accommodation, its stellar award winning restaurants that

rate among the best in Mumbai, its inviting business and banqueting facilities, its

spectacular sky-high split level lounge – Point of View, and its luxury spa services

at KayaKalp – The Spa.

The Peace Zone or the tower, which houses the luxury accommodation at ITC

Grand Central is separated from the Celebration Zone – where the restaurants and

business and banqueting facilities are located, by Mill Square.

As with all ITC Hotels properties, what is particularly special about this luxury

hotel is that it brings you this world of hospitality with the gentle touch of nature.

Espousing the value of ‘Responsible Luxury’.

ITC SONAR, KOLKATA

ITC Sonar, a 5 star hotel in Kolkata having a distinctively modern and sleek

architectural design contrasting with the rich historical essence of Kolkata is

nestled amidst acres of land, resplendent with greenery, sunshine, and water. This

five-star deluxe hotel is en route from the airport and a 30-minute drive from the

city centre. This luxury hotel in Kolkata has 238 tastefully appointed guest rooms,

the hotel is just a short stroll from the city’s shopping, entertainment, cultural, and

business districts. An array of award-winning culinary experiences range from the

northwest frontier to traditional Indian delicacies and continental grills

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Tribute to the city of joy:

A historical richness of culture coursed through with an irrepressible love of

poetry and music, complemented by a tempered inclination for refinement; ITC

Sonar celebrates the spirit of Bengal in this exquisitely plush, understatedly stylish

5star luxury business hotel in Kolkata. Pride of Kolkata

Situated close to the airport and just ten minutes from the Salt Lake silicon hub of

Kolkata and the city’s shopping, entertainment, cultural and business districts, ITC

Sonar offers an elegant oasis of luxury and warmth in an ambience that brings you

closer to nature.

The first hotel in the world to be registered by United Nations Framework

Convention on Climate Change (UNFCCC) for Carbon Emission Reductions, ITC

Sonar delivers graciously on ITC Hotels’ promise of Responsible Luxury.

An oasis of luxury Set in an enchanting expanse of beautifully designed gardens

capes with over a million trees and gentle water bodies dotted with water lilies

complemented by the artful minimalism of the hotel’s architecture, ITC Sonar

offers an unusually leisure environment for a 5 star luxury business hotel, in

Kolkata.

Inspired by the past, celebrating the golden era of Bengal, during the reign of the

Pala dynasty, an age of extraordinary advancement in culture, ITC Sonar pays

homage to this great moment in history through its grand Pala period replica

statues prominently celebrated in the lobby and the corridors.

Warm & efficient service, combined with the understated elegance of architect

Kerry Hill’s minimalist design and an exquisite landscape featuring the lily

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studded water bodies inspired by Bengal’s picturesque ruralscape to which ponds

are integral, contribute to an ambience which conveys an alluring sense of

Kolkata’s many-layered cultural and historical legacies.

Kolkata’s finest leisure, luxury and dining destination

While this 5 star business hotel offers travellers every possible convenience

through its superlative accommodation, eight meeting and conference rooms and

state-of-the-art facilities, it also offers the finest array of award-winning culinary

gems ranging from North West Frontier cuisine to traditional Indian fine dining,

Cuisines of East Asia, International Bar & Grill, a Gourmet Shop and a 24-hour

multi-cuisine restaurant. Additionally, Kaya Kalp, ITC Hotels’chain of luxury

spas – which in Kolkata is the city’s largest world-class spa, offers an exquisite

regime of therapies for complete body and mind relaxation and rejuvenation.

At ITC Sonar, expect an unsurpassable experience of luxury and warmth, in the

gentle embrace of nature.

ITC KAKATIYA, HYDERABAD

Built to mark a renaissance in standards of service and style, the 188 exquisitely-

furnished guest rooms and suites at ITC Kakatiya is the finest 5 star hotel in

Hyderabad present the finest in hospitality and personalised service. It serves as a

great business hotel for the discerning business traveller. The hotel is also

equipped with state-of-the art business and conference facilities as well as a

selection of refined cuisine options.

Telugu Grandeur One of the greatest Telugu kingdoms in the history of Andhra,

the grand Kakatiya dynasty serves as the wellspring of inspiration for ITC Hotels’

exquisite luxury in Hyderabad.

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A remarkable period defined by cultural exuberance, the grandeur of this

kingdom is echoed as much in the rich décor of the hotel as in its fine facilities

and services.

While its key inspiration is driven by the irrepressibly enterprising Kakatiyas, the

hotel also draws from the robust legacy of Hyderabad’s own antecedents, to

present a delightful confluence of the finest aspects of this region’s rich history

and culture in an ambience that is truly regal.

Lavish Accommodation Situated in the most picturesque part of the city, at the

commercial centre of Hyderabad, ITC Kakatiya overlooks the scenic Hussain

Sagar Lake, affording magnificent views for its 188 exquisite rooms and suites.

More than just a 5 star business hotel, ITC Kakatiya offers warm, efficient and

personalised services along with state-of-the-art luxury facilities in an inspired

ambience for an expression of luxurious hospitality that befits a 5 star leisure

resort.

Presenting the most lavish accommodation in Hyderabad, ITC Kakatiya features a

range of options to meet your needs – from luxury suites and 5 star corporate

lodging to fine executive rooms all of which come with a complement of

superlative services.

Indulgent Hospitality Built to inspire and indulge the discerning global business

traveller, ITC Kakatiya offers a stellar line up of state-of-the art business and

conference facilities and a fine selection of Indian and international cuisines

ranging from the most indulgent kebabs and curried dishes from across India, to

the delectable flavours of ‘Dakshin’ from Kerala, Tamil Nadu, Karnataka and

Andhra Pradesh on to a wide range of international favourites.

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The inviting outdoor pool, built around a natural rock and, promises a delightful

experience of bliss.

Kaya Kalp – The Spa, ITC Hotels’ award winning chain of luxury spas, in

Hyderabad, which overlooks the pool at ITC Kakatiya offers a lavish regime of

rejuvenating mind and body therapies. At the ITC Kakatiya, experience

luxuriously warm hospitality in the ambience of Hyderabad’s finest 5 star business

hotel.

ITC RAJPUTANA, JAIPUR

Experience the finest 5 star hotel in Jaipur - ITC Rajputana. We’re proud to offer

the best accommodations in the city with a host of comforts and services in

settings that reflect the spirit of Rajasthan and its royalty.

Just 15 kilometres from the airport and half a kilometre from the city centre our

regal-influenced design and gardens echo the city’s history.

Retreat to our 218 guest rooms and take in the view from your balcony while

enjoying a fresh cup of coffee. You’ll wake up the next morning feeling absolutely

refreshed and rejuvenated at this luxury hotel in Jaipur. Bring a group together for

dinner at our restaurants that offer tastes from around the globe. Designed along

the lines of traditional havelis, this 5 star leisure hotel in Jaipur has its own

definition of space and splendour

Elegant and Distinguished The ITC Rajputana is 5 star business hotel with a

unique concept of accommodation in the heart of Jaipur (Rajasthan). ITC

Rajputana reflects everything that is splendid about Rajasthan and all that is

unique about ITC Hotels.

Refined artistry Designed to echo the traditional havelis of the region, ITC

Rajputana has a red brick exterior rising to different levels around a central area.

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Long corridors, secluded courtyards and simplified lattice work recall Rajasthani

architecture in a modern uncluttered and contemporary idiom and bring alive the

spirit of Rajasthan and makes it distinguished amongst the luxury hotels of Jaipur.

Discover all that Rajasthan has to offer while staying at the ITC Rajputana .

A world of comfort and luxury, with responsibility

ITC Rajputana is a legendary 5 star luxury hotel in Jaipur with 218 guest rooms

and suites. Our guest rooms and suites offer spacious bathrooms, a refreshment

centre, safety locker for your valuables, well designated sitting area for your

comfort and Sweet Sleeper Bed™ - help you enjoy a pleasant night’s sleep. The

lavish and rich food of Rajasthan at Jal Mahal or the old and authentic cuisine

from the Northwest makes it an iconic luxury hotel in Jaipur offering a unique

culinary experience. Unwind in our Kaya Kalp Spa, workout at our fitness centre

or simply relax with signature massages or the complimentary steam and sauna,

available at the hotel. A warm welcome awaits you at ITC Rajputana. We look

forward to sharing the experience of Rajasthan.

Leisure- A variety of recreational and leisure facilities are available for guests at

ITC Rajputana.Enjoy fun games like croquet, water polo, table tennis or even the

life sized snake & ladder board! Rejuvenate with a peaceful Yoga session or

indulge in exotic therapies at the Kaya Kalp spa. Apart from these, the hotel also

offers assistance in arranging a variety of in city experiences like sightseeing, city

tours, shopping, horse riding ,hot air ballooning etc and for younger guests, the

hotel offers gaming console, coloring books and a children's library.

ITC MUGHAL, AGRA

Sprawled over 35 acres of luxurious gardens, and in close proximity to the Taj

Mahal, ITC Mughal, a 5 star hotel in Agra is a fitting tribute to the great Mughal

builders of the past. The only Indian hotel to have won the prestigious Aga Khan

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Award for its excellent representation of Mughal architecture, it now boasts of a

brand new accommodation wing - the 'Khwab Mahal' - Palace of Dreams. This

luxury hotel in Agra comprises of 233 opulent rooms and suites, recreating a

paradise for the contemporary Mogul- full of splendor and perfection which was

the hallmark of the Mughal Dynasty.

A glorious inspiration One of the richest and most powerful empires in the world

at its zenith, the Mughal Empire has commanded the admiration and fascination of

historians, poets and artists across the world since it rose to fame for the enviable

extent of its wealth, the refinement of its courtly culture and the exquisite legacy

of architecture and artistry that it established. This legacy comes to you, magnified

in grandeur, imbued with the unmitigated essence of its grand Mughal inspiration

and gift wrapped in the soft indulgence of world class luxury, only at ITC Mughal,

Agra.

Historic Setting

ITC Hotels’ landmark 5 star leisure and luxury hotel in Agra, ITC Mughal is

located not more than four kilometres away from the iconic Taj Mahal.

The erstwhile capital of the Mughal Empire during the reign of Akbar, and an

unmissable destination on the itinerary of every traveller to India, Agra offers a

revealing glimpse into the refinement of Mughal courtly life and Mughal

sensibilities, captured in its many historical sites, which in addition to Taj Mahal,

include Fatehpur Sikri, the Agra Fort and the tombs of prominent members of the

royal family. Honoured with the Aga Khan award for its architectural excellence,

ITC Mughal has been built to pay a fitting tribute to this gloriously historic city.

Architects of a grand experience True to its stately inspiration, ITC Mughal

expresses the untrammelled luxury of a royal refuge, with its 5 star luxury

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accommodation, acres of gardens that bear the mark of the paradisiacal

landscaping typical to Mughal gardens with the use of water channels, fruit and

flower bearing trees and shaded walkways. It has the distinction of being the

winner of the First Aga Khan Award for Architectural Excellence, in Asia, and till

date, the only Indian Hotel to have won this prestigious International recognition.

The hotel has got the award, because the architecture of the property is inspired

with the heritage Mughal monuments, namely Fatehapur Sikri and Agra Fort.

In addition, cycling and jogging tracks, a mini-golfing green, a stunning

swimming pool and the country’s largest, most luxurious award winning spa Kaya

Kalp – The Royal Spa, along with a range of gourmet fine dining options which

rate among the best in the city, ITC Mughal offers the finest leisure destination in

the historic city of Agra, for an unsurpassable experience of royal Indian

hospitality.ITC Mughal, Agra- A perfect destination wedding location ideally

situated in the Heritage City of Love, Agra .

SHERATON NEW DELHI HOTEL

In heart of a busy upmarket residential area this red sandstone building rises eight

storeys high. The hotel with exquisite cuisine and warmth of hospitality has

earned a distinctive position amongst the 5 star hotels in Delhi.

Residing in the historic city of Delhi, WelcomHotel Sheraton New Delhi resonates

with cosmopolitan elegance and an unparallel magnetism that characterizes the

capital of the nation. This deluxe hotel in Delhi is conveniently located in the

business district and adjacent to the city centre of South Delhi; our hotel is also in

close proximity to the Max International Healthcare Hospital and Apollo Hospital.

The hotel is an easy 20 minute drive from the domestic/international airport, and

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30 minutes from some of Delhi’s largest convention centres such as Pragati

Maidan and India ExpoCentre.

Amongst the 5 star business hotels of Delhi, WelcomHotel Sheraton New Delhi

offers a warm residential ambience and impeccable personalized service that

bestows every discerning traveller with an unforgettable experience. The 220

guest rooms are generously proportioned and bear the thoughtful touches which

exude the warmth of Indian hospitality with contemporary convenience. The

standard amenities include an executive writing desk, comfortable seating and

plasma screen television with cable programming. The Business Centre offers a

private meeting room along with state of the art facilities for business needs.

WelcomHotel Sheraton New Delhi’s award winning cuisine brands and warmth of

personalized service makes it unique amongst the luxury hotels in New Delhi. A

gourmet connoisseur’s heaven, at WelcomHotel Sheraton New Delhi one can

savour the myriad tastes with Dakshin, Pan Asian and round the clock multi

cuisine restaurant Baywatch. Dakshin offers ‘The Celebrated Tastes of Southern

India”, recreates the splendour of southern cooking and revives the disappearing

lifestyle of Peninsular India. A place unique for its authentic presentations of the

finest creations from Andhra Pradesh, Tamil Nadu, Karnataka and Kerala. Pan

Asian offers – “The Flavours of East Asia” is a one stop destination for Asian

food lovers. The oriental flours are prepared by expatriate master chefs in a live

and interactive environment. Baywatch overlooking the wide expanse of the

swimming pool – offers a renewed and lavish spread and delectable variety of

buffet fare for lunch as well as dinner, throughout the week. The buffet spread is

exotic, and features an extensive choice of food, which includes soups, salads,

kebabs, hot main course dishes and desserts

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The gymnasium located at the Wellness Centre is well equipped and is complete

with Cybex cardiovascular and strength training equipment. The advice and

assistance of our qualified gymnasium and yoga instructors benefits guests in their

wellness endeavours. The Swedish treatment available at the Wellness Centre

offers a wide selection of oil. The separate beauty salon for ladies and gentlemen

provides impeccable service with uncompromising dedication and individual

attention. For those who prefer outdoors swimming pool located at the lobby level

rejuvenates them.

Our team of dedicated concierge will cater to all your personal needs and provide

you information on the important cultural and business events in the city.

An oasis of tranquillity in the bustling business and financial district of South

Delhi, WelcomHotel Sheraton New Delhi Hotel attracts business and leisure

travellers with a reverence.

WELCOMHOTEL RAMA INTERNATIONAL, AURANGABAD

Aurangabad, one of the most industrially vibrant cities of the state of Maharashtra

is also historically and culturally important as it is home to world heritage sites of

Ajanta and Ellora caves and for its proximity to Shirdi. There are also a number of

monuments in and around the city, such as the invincible Daulatabad Fort, which

for a brief moment in history was the capital of India, and Bibi-ka-Maqbara, the

tomb of Mughal Emperor Aurangzeb’s wife. WelcomHotel Rama International is

a majestic 5 star luxury hotel in Aurangabad inspired by glorious Indian history

and presents 132 rooms including 5 Deluxe Suites suiting your needs.

WelcomHotel Rama International deluxe suite features a separate living-cum-

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dining room with wooden and marble flooring. Additional amenities include a

state-of-the art Plasma television, In-room safe, as well as outdoor humidity and

temperature control device. Elegant and distinguished Conveniently connected by

air and rail from Delhi and Mumbai, by road from Mumbai, Pune, Nasik, and by

rail from Hyderabad, WelcomHotel Rama International offers the perfect take off

point for a momentous journey into history. Set within 14 acres of landscaped

gardens, the hotel offers a comfortable and convenient base for business and

leisure travellers. The luxurious Business hotel in Aurangabad has an exclusive

Chamber rooms which offers corporate travellers luxury and style along with

latest business facilities and superior conference and banqueting facilities.

Refined artistry Among the most luxurious of Aurangabad’s 5 star business

hotels, WelcomHotel Rama features a business cum leisure Hotel with its own

distinctive character. The WelcomHotel Rama International is a unique way to

experience Aurangabad, one of India’s most vibrant and exotic destinations.

Recreating the magnificence of Ajanta and Ellora caves, in a beautiful setting; The

Rama International is set in 13 acres of landscaped gardens with recreational

facilities and beautiful interiors that create the architectural marvels of the Ajanta

and Ellora caves. The rooms and suites set against lush greenery and the minute

attention to detail creates a soothing blend of warm, effortless service and

harmonious spaces. The Hotel having a distinctive frieze of elephants reminiscent

of carvings at the Ajanta caves. A world of comfort and luxury, with responsibility

WelcomHotel Rama International’s reputation as Aurangabad’s leading 5 star

luxury hotel is anchored in many factors such as exclusive for the business

traveller, Executive Club sets apart in an exclusive wing, understands the unique

needs of the discerning business traveller. An enchanting setting, gracious décor

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and the latest in modern conveniences and amenities distinguish the guest rooms

at WelcomHotel Rama International, Aurangabad. All rooms are newly renovated

with state-of-the-art amenities and facilities.

WELCOMHOTEL VADODARA, VADODARA

A Grand Revival In an ambience steeped in history, complemented by a richness

of culture acquired through centuries, Welcomhotel Vadodara is a leading 5 star

hotel in Vadodara which brings you world class luxury with the warmth of Indian

hospitality in an experience that is unmistakably grand. This 5 star business hotel

presents a range of cuisines, accommodation and recreation options that are

comparable with the best in Vadodara. Built around the swimming pool in style of

the step wells of Gujarat, this contemporary structure offers modern furnishing

and comforts, with the azure waters of swimming pool cooling environment

during the hottest months. Vadodara, a rapidly developing industrial city, where

the past is still alive in its traditional handicrafts, its culture and legends.

WelcomHotel Vadodara the city’s only five star hotel, is located in the heart of the

down town business and entertainment district.

Elegant and distinguished In Vadodara, just 8 km away from the airport, this

majestic 5 star luxury hotel reaffirms the grandeur and popular architectural styles

of Gujarat. A luxurious business hotel built to capture the essence of Vadodara’s

rich history, Welcomhotel Vadodara’s building was conceived as an oasis in the

busy downtown locality. The design and architecture reflects adaptations of

various facets of “Gujarat” the Sunken Courtyard in the middle of the hotel is

inspired by the “Vaovdi”, the fenestration in the external façade is based on the

Jain temples which is one of the most popular architectural styles in Gujarat.

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Refined artistry Among the most luxurious of Vadodara’s 5 star business hotels.

The hotel has some splendid work of art by India’s renowned artist, Anjolie Ela

Menon. Art in general has been important to city as the royal family were great

collectors and patrons of fine art.

This gracious and comfortable hotel exuding warmth from the very first glimpse.

Light heartedly, portraits of a business man and his wife are encased in window-

like frames, reminding visitors that they are indeed in the state of Gujarat. .

A world of comfort and luxury ,with responsibility

Welcomhotel Vadodara’s reputation as Vadodara’s leading 5 star luxury hotel is

anchored in many factors. Having the distinction of being the city’s only Five Star

Hotel, it has been the hotel’s ongoing endeavour to meet and exceed the

expectations of our guests. The hotel offers 133 room including 6 suites of plush

accommodation and top-of-the-line Business, Conference and Leisure facilities

tailored to the requirement of the discerning and modern day business traveller.

WELCOMHOTEL GRAND BAY, VISAKHAPATNAM

Vishakhapatnam, Vizag, Waltair, “The city of destiny”. Beautiful beaches and

vast blue sea, green-capped hills, breathtaking valleys, dense jungles and crystal

clear cascades, million year old caves, an 11th century temple, ancient Buddhist

sites, the first submarine museum in Asia, lush green park and wholesome climate

coupled with industrial hub comprising a gigantic steel plant, a world class port

and largest shipyard. Vishakhapatnam has everything to perfectly blend leisure

and business.The Welcomhotel Grand Bay is a leading 5 star hotel in

Vishakhapatnam.

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Welcomhotel Grand Bay is perched on hilltop, just 100 mtrs from the sea, and

offers panaromic view of the Bay of Bengal and Vizag city in all its glory.

Equipped with every facility and service for any discerning business traveller,

WelcomHotel Grand Bay is the first choice amongst the 5 star business hotel in

Vishakhapatnam.

Elegant and distinguished In a rare, quiet spot in Vishakhapatnam, 16 km away

from the airport, this majestic 5 star luxury hotel reaffirms the grandeur and ethos

of hospitality.

Refined artistry Among the most luxurious of Vishakhapatnam’s 5 star business

hotels,WelcomHotel Grand Bay features interiors that express a fusion of the old

with the contemporary, efficiency with luxury and the soft richness of art and

furnishings. Bright Sunshine, soft singing waves, the lure of the blue sea dotted

with shipping vessels are a backdrop to WelcomHotel Grand Bay. The presence of

a warm and inviting lobby, ethnic restaurants, well designed rooms et al… are just

to name a few among a host of other facilities and amenities that makes

WelcomHotel Grand Bay the most sought after destination in Visakhapatnam.

SHERATON PARK HOTELS & TOWERS

The WelcomHotel Sheraton Park Hotels and Towers is the finest 5 star hotel

in Chennai, with its 283 luxuriously appointed rooms and suites is located in

most fashionable neighbourhood in Chennai, where it has proven to be as

distinguished as its surroundings.

49

WelcomHotel Sheraton Park and Towers is one of the most sought after

destination for travellers amongst the luxury hotels in Chennai.

Over the years, ITC - Hotels has earned a reputation for excellence, for its

iconic cuisine brands which showcase the best of Indian and international

culinary traditions, distinguishable by their authentic flavours and quality

ingredients.

WelcomHotel Sheraton Park Hotel and Towers offers a range of

accommodation options that rate among the best in hotel accommodation in

Chennai. The hotel offers a fusion of rich South Indian design cues and

classic World Class elegance, giving the best of both worlds - business and

leisure with 281 rooms including 32 uniquely designed suites and a range of

room categories.

The hotel has a choice of culinary brands including Cappuccino, the 24-

hour-coffee shop with a helping of Italian cuisine, the multi-cuisine The

Residency with its Edwardian charm, The Westminster bar and

contemporary international restaurant On The Rocks which offers an array

of grills.

50

1.5. NEED FOR STUDY:

Absenteeism is a habitual pattern of absence from a duty or obligation.

Traditionally, absenteeism has been viewed as an indicator of poor individual

performance, as well as a breach of an implicit contract between employee and

employer; it was seen as a management problem, and framed in economic or quasi-

economic terms. More recent scholarship seeks to understand absenteeism as an

indicator of psychological, medical, or social adjustment to work.

High absenteeism in the workplace may be indicative of poor morale, but absences

can also be caused by workplace hazards or sick building syndrome.

Many employers use statistics such as the Bradford factor that do not distinguish

between genuine illness and absence for inappropriate reasons.

As a result, many employees feel obliged to come to work while ill, and

transmit communicable diseases to their co-workers. This leads to even greater

absenteeism and reduced productivity among other workers who try to work while

ill. Work forces often excuse absenteeism caused by medical reasons if the worker

supplies a doctor's note or other form of documentation. Sometimes, people choose

not to show up for work and do not call in advance, which businesses may find to

be unprofessional and inconsiderate. This is called a "no call, no show". According

to Nelson & Quick (2008) people who are dissatisfied with their jobs are absent

more frequently. They went on to say that the type of dissatisfaction that most

often leads employees to miss work is dissatisfaction with the work itself.

The psychological model that discusses this is the "withdrawal model", which

assumes that absenteeism represents individual withdrawal from dissatisfying

working conditions. This finds empirical support in a negative association between

absence and job satisfaction, especially satisfaction with the work itself.

51

Medical-based understanding of absenteeism find support in research that links

absenteeism with smoking, problem drinking, low back pain, and migraines.

Absence ascribed to medical causes is often still, at least in part, voluntary.

Research shows that over one trillion dollars is lost annually due to productivity

shortages as a result of medical-related absenteeism, and that increased focus on

preventative wellness could reduce these costs. The line between psychological

and medical causation is blurry, given that there are positive links between both

work stress and depression and absenteeism. Depressive tendencies may lie behind

some of the absence ascribed to poor physical health, as with adoption of a

"culturally approved sick role". This places the adjective "sickness" before the

word "absence", and carries a burden of more proof than is usually offered.

Evidence indicates that absence is generally viewed as "mildly deviant workplace

behavior". For example, people tend to hold negative stereotypes of absentees,

under report their own absenteeism, and believe their own attendance record is

better than that of their peers. Negative attributions about absence then bring about

three outcomes: the behavior is open to social control, sensitive to social context,

and is a potential source of workplace conflict. Thomas suggests that there tends to

be a higher level of stress with people who work with or interact with a narcissist,

which in turn increases absenteeism and staff turnover.

As growing number of Absenteeism can be fatal to the Company, there arises a

need to put an end to it in a right manner by knowing the root causes and methods

to eradicate it. If people in the company take leave without notice, it causes loss of

productivity and the performance of the company slows down which does not

reflect a positive note to the industry on the whole. If the Absenteeism is reduced,

the company’s work cycle would be constant and there would not be a need to

issue warning or notices to people on the Job.

52

Sheraton Park Hotels and Towers had been facing increasing number of

absenteeism among their employees since the last financial year 2012-2013, which

started reflecting on the performance on the company in adverse ways. By the end

of the year 2012 the absenteeism was drastically increased until March 2013. For

the purpose of this project, the months which are taken under observation are

January 2013, February 2013, March 2013 & April 2013.

1.6. LITERATURE REVIEW

This project envisages the depth and importance of Human Resource in the

Hospitality Industry. Every company comes across problems like absenteeism

which puts them into loss of productivity which leads to failures in several

processes. This can become a major issue if not tackled effectively and on time.

Therefore, keeping that in mind, the major focus of this project has been on the

Human Resource, their performance, their productivity, absenteeism, reasons of

absenteeism and the adverse effects it can cause to their department and the Hotel.

The project deals with certain Six Sigma tools like Pareto Analysis and Fish bone

Diagram to narrow down the results into a clear picture so that the absenteeism of

the employees are reduced effectively.

Six Sigma was created to help businesses and organizations achieve superior

performance results. It is a better environment to implement this process in

this world of hospitality. There are several areas that can benefit from Six

Sigma as it continues to spread across the business industry.

In an industry that deals with customers non-stop, this methodology can

create increased productivity and satisfaction in customer loyalty, a

reduction in employee turnover, reduction in costs, reduction in losses due

53

to billing errors, a marked increase in revenue, an increased balance in

employee’s work-life.

The hotel industry is a great hospitality arena. Added value from the

utilization of Six Sigma may occur in the following areas:

Increase in information accuracy.

A reduction of peak time check ins/check outs.

Elimination of billing errors.

A reduction in the amount of “no-shows”.

Reduction in housekeeping room turnaround times.

Standardized cleaning procedures/policies.

The food and beverage industry is yet another area of hospitality whose

success is hinged upon customer satisfaction. Areas that can be impacted

include:

Amount of time between order placements and deliveries

Waste and theft of product

Food and beverage output

Inventory control

There are various six sigma tools used in this project for the purpose of

analysis, interpretation & for deriving conclusions.

Service Quality is the core in hotel management. It's an inevitable choice for

the hotel to implement continuous improvement in the light of the request of

customers for the purpose to win in the competition.

Considering both sides of enterprises and customers, Six Sigma is a kind of

management method which emphasizes flow-oriented performance

54

improvement and takes efficiency as the centre on the whole management

process.

At least one organization in the hotel industry, Starwood Hotels

implemented Six Sigma in 2001.As a result of the implementation that

included launching 3500 Six Sigma projects at Starwood hotels worldwide,

the company realized some quick financial wins.

Food production, due to its similarities to the manufacturing industry has

had success on case by case basis in using Lean and Six Sigma principles. A

large scale food production at the Glostrup Hospital in Denmark utilized 5s

and value stream mapping to eliminate wasted meals from 10% to 5%.

1.7. OBJECTIVES OF THE STUDY:

Although Human Resources are not a big department in most organizations, HR

processes have a major impact on the employee's efforts for delivering services or

product.

HR people handle the responsibility of retaining the employees while balancing the

financial needs of the company. Compensation and benefit areas taken care of by

the HR department include payroll administration, time and attendance

management, leave policy, stock options and so on. Six Sigma Projects such as

reducing time for the paycheck deposition process, faster performance review

systems and eligibility study for ESOPs can be considered for the betterment of

these activities of the HR. There could be a need for Six Sigma projects like

improving multiple payroll systems for remote locations and reducing errors in

employee information database.

55

HR personnel have to take care of areas like employee absenteeism, dispute

resolution, health and safety issues, union negotiations, interpersonal

communication and discrimination and harassment issues. Six Sigma projects can

be undertaken to address the discrimination and harassment by way of monitoring

and compliance audit, systems for improved communication among employees and

executives. Six Sigma projects can aim at overall organizational development with

regards to improvements in the career and succession planning, leadership, change

management, workplace planning and organization, performance improvement and

communication programs.

Staffing, Training and Retention - One basic responsibility of the HR department is

staffing, background checks, selection and training and retention of employees.

They have to design and schedule training and development programs for new

employees, as well as existing ones. They also have to handle employee contracts

for permanent and temporary employees and manage the process of relocation and

outsourcing of employees. They have to manage the retrenchment issues and exit

interviews. There can be projects like creating self-learning and evaluation

modules for the employees. Projects to improve the hit rate for job postings

followed by quick responses to the applicants, reduction in unnecessary security

checks and so on can be undertaken by the HR department as Six Sigma projects.

Six Sigma has been around for over a decade and as such it has been deployed at

lots of companies around the world. More than 75% of the fortune 500 companies

have deployed Six Sigma in one form or another. Some companies have chosen

not to call it Six Sigma due to copyright or other issues. They have a similar

approach but may call it by a different name (such as STRIVE, MEDIC, etc).

56

The overall study objective is to learn the operations of the company, analyze the

employees from different departments and to reduce absenteeism by circulating

absenteeism guidelines and reducing complacency among people regarding their

absenteeism behavior

Within this broad theme, there were specific objectives as follows:

1. To understand the impact of Absenteeism on the productivity of the

organization

2. To examine and analyze the root cause of the behavior of the people

which leads to absenteeism and Complacency

3. To assess employees of different departments in the Company and the

changes that can be brought about for reduction of Absenteeism

4. To explore the ideas on the development of the Company by reduction of

Absenteeism and sustaining that level for the future

5. Providing suggestive measures using Six Sigma methodology which leads

to reduction of Absenteeism

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1.8. LIMITATIONS OF THE STUDY:

Limitations are certain uncontrollable factors that are bound to appear in a study or

research that is carried out. There are two noteworthy limitations of this study:

Time Constraints and Individual Assessment of the employees.

For the purpose of this project, the months that have been taken into consideration

are January 2012 to April 2013 when the Absenteeism was at its peak and required

urgent attention. Due to time constraints, months prior to January 2013 were not

taken into account which could have provided a clearer picture on the possible

reasons of Absenteeism.

Individual assessment of the employees could not be carried out, as the hospitality

industry is the busiest place comparatively to the other industries, it was impossible

to track down all the employees of a certain department and target them with a

questionnaire at the same time. Therefore, the data that has been fished out from

the several departments were used as a scale to measure the absenteeism levels. If

every employee were put across with a questionnaire, there would have been

possibilities to come out with an alternative solution to their problems rather than

reviving and circulating absenteeism guidelines and Leave policies.

58

CHAPTER 2:

METHODOLOGY

59

A methodology is usually a guideline system for solving a problem, with

specific components such as phases, tasks, methods, techniques and tools.

A Management research is an unbiased, structured and sequential

method of enquiry, directed towards a clear implicit or explicit business

objective.

Basically there are two types of business research. 1) Basic research 2)

Applied research.

If the research conducted is vast and the time period involved is flexible,

then it is said to be basic research, whereas if the research is goal oriented

and focuses on immediate results then it is called applied research.

The research that has been carried out in this project falls under the applied

research since it has been focused on the results with immediate effect and

also action oriented.

Under the applied research category, there are two types of research

namely 1) Exploratory research 2) Conclusive research.

Exploratory research allows the researcher to gain a better understanding

of the concept and provides direction in order to initiate a structured

approach, whereas conclusive research tests and authenticates propositions

revealed by exploratory research.

This project is classified under the exploratory research since it is used to

gain a deeper understanding of a situation which is a cause of concern.

The situation showcases de-growth suffered in the human resource

department from the month of January and the necessary analysis and

corrective measures to be carried out to kill the defect and thereby push the

revenues in the upward direction.

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2.1. SAMPLE DESIGN

It would be appropriate to discuss some sampling concepts before getting

into the details of the sampling design.

The Population refers to any group of people or objects that form the

object of study in a particular survey and are similar in one or more ways.

An element comprises a single member of the population. A sampling

frame comprises of all the elements of a population with proper

identification that is available to us for selection at any stage of sampling.

A sample is a subset of a population. It comprises only some elements of

the populations. A sampling unit is a single member of the sample.

The sampling process is selection of adequate number of elements from

the population so that study of the sample will not only help in

understanding the characteristics of the population but will also enable us

to generalize the results.

The sampling design refers to the process of selecting samples from a

population. There are two types namely 1) Probability sampling design 2)

Non probability sampling design.

The probability sampling design is a design in which each and every

element of the population has a known chance of being selected in the

sample. But known chance does not mean equal chance.

In a Non probability sampling design, elements of a population does not

have any known chance of being selected in the sample.

The sampling design employed in this project is Non probability sampling

design as it used in exploratory research.

61

2.2. TOOLS OF ANALYSIS

Certain tools were used to elucidate the data obtained and also to study the

causes and failures that led to Absenteeism in the hotel.

The tools used in this project are listed below:

Sl No Tools Used

1 SIPOC

2 Project Charter

3 Pareto Chart

4 Cause and effect Diagram/Fish bone Analysis

The above tools were used in different phases of the project and suitable

corrective measures were taken to kill the defects.

A brief summary of the Tools used in this project are as follows.

62

SIPOC

SIPOC stands for Supplier, Input, Process, Output & Customer.

In process improvement, SIPOC (sometimes COPIS) is a tool that

summarizes the inputs and outputs of one or more processes in table form.

It was in use at least as early as the Total Quality management programs of

the late 1980s and continues to be used today in Six Sigma and Lean

manufacturing.

To emphasize putting the needs of the customer foremost, the tool is

sometimes called COPIS and the process information is filled in starting

with the customer and working upstream to the supplier.

The SIPOC is often presented at the outset of process improvement efforts

such as Kaizen events or during the "define" phase of the DMAIC process.

63

The above is a sample SIPOC template.

64

PROJECT CHARTER

In project management, a project charter, project definition or project

statement is a statement of the scope, objectives and participants in a

project.

It provides a preliminary delineation of roles and responsibilities, outlines

the project objectives, identifies the main stakeholders, and defines the

authority of the project manager.

The three main uses of the project charter:

To authorize the project.

Serves as the primary sales document for the project.

Serves as a focal point throughout the project.

A sample charter template is given below

65

66

PARETO ANALYSIS

A Pareto chart is a type of chart that contains both bars and a line graph,

where individual values are represented in descending order by bars, and

the cumulative total is represented by the line.

The left vertical axis is the frequency of occurrence, but it can

alternatively represent cost or another important unit of measure.

The right vertical axis is the cumulative percentage of the total number of

occurrences, total cost, or total of the particular unit of measure.

The purpose of the Pareto chart is to highlight the most important among

the set of factors. In quality control, it often represents the most common

sources of defects, the highest occurring type of defect, or the most

frequent reasons for customer complaints, and so on.

67

68

FISH BONE ANALYSIS

Ishikawa diagrams (also called fishbone diagrams, herringbone diagrams, cause-

and-effect diagrams, or Fishikawa) are causal diagrams created by Kaoru

Ishikawa (1968) that show the causes of a specific event. Common uses of the

Ishikawa diagram are product design and quality defect prevention, to identify

potential factors causing an overall effect. Each cause or reason for imperfection is

a source of variation. Causes are usually grouped into major categories to identify

these sources of variation.

69

2.3. SCOPE AND SIGNIFICANCE OF STUDY:

Absenteeism can be a great hindrance to the working environment; therefore, this

study would eliminate the basic factors that leads to absenteeism. Hospitality

industry is a busy place which needs man power round the clock. If people are not

satisfied with their jobs or come up with alternative reasons and do not show up for

their work, then the productivity of the different departments would be affected to

a great extent.

Different leave policy would be implemented in order to follow a particular pattern

for the application of leave. It would be made mandatory and strict actions would

be taken against the people who do not adhere to it. In this way, absenteeism would

be reduced for the future years and people would not be complacent about their

presence in the work place.

This study would hold a high significance in the Human Resource area because

people are the ones who constitute to the growth of all the departments. High

absenteeism in the workplace may be indicative of poor morale which would be a

bad reflection on the brand name. Sometimes, people choose not to show up for

work and do not call in advance, which businesses may find to be unprofessional

and inconsiderate. This study would reduce the reasons and activities which

contribute to such kind of behavior.

70

CHAPTER 3

SIX SIGMA

71

3.1 SIX SIGMA – AN INTRODUCTION

Six Sigma is a business management strategy originally developed by

Motorola in 1986.

Six Sigma seeks to improve the quality of process outputs by identifying and

removing the defects by minimizing variability in manufacturing and

business process.

It uses a set of quality management methods and creates an infrastructure of

people within the organization.

The Six Sigma process is one in which 99.99966% of products

manufactured are free from defects i.e., 3.4 defects per million.

The term six sigma originated from the terminology associated with

manufacturing.

The term defect in Six Sigma is defined as any output that does not meet the

customer specification.

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3.2 SIX SIGMA – FEATURES

The Six Sigma process includes these features that set them apart from the

previous quality method initiatives. They are:

A clear focus on achieving measurable and quantifiable financial returns

from any Six Sigma project.

An increased emphasis on strong and passionate management leadership and

support.

A special infrastructure of Champions, Master Black Belts, Black Belts,

Green and Red belts for implementation of the Six Sigma approach.

A clear commitment to making decisions on the basis of verifiable data

rather than based on assumptions.

3.3 SIX SIGMA – METHODOLOGIES

Six Sigma follows two methodologies based on Deming’s Plan-do-Check-

Act cycle.

DMAIC – Used for projects for improving an existing business process.

DMADV – Aimed at creating a new products or process designs.

73

3.3.1 DMAIC METHODOLOGY

The DMAIC methodology has 5 phases.

D – Define the problem, the project goals specifically.

M – Measure key aspects of current process and collect relevant data.

A – Analyse the data to investigate and verify cause and effect

relationships. Determine the relationship and consider all factors. Find

out the root cause of the problem.

I – Improve or Optimize the current process based on the data analysis

using various techniques such as PokaYoke etc. to create a standard

process.

C – Control the future state process to ensure to ensure that any

deviations from the set target are identified and corrected before any

defect is produced by implementing control systems.

3.3.2 DMADV METHODOLOGY (DFSS)

The DMADV or DFSS methodology has 5 phases.

D – Define goals that are consistent with the customer demands and

the entire strategy

M – Measure and Identify CTQ’s (Critical to Quality), product

quality, production process capability and risks.

A – Analyse to develop and design alternatives, create high level

design and evaluate design capability to select the best design.

D – Design details, optimize design and plan for design verification.

This phase may require simulations.

74

V – Verify the design, set up pilot runs, implement production process

and hand it over to the process owner.

3.4 QUALITY MANAGEMENT TOOLS

Six Sigma uses quality management tools and methods within the individual

phases of DMAIC or DMADV process.

Chi squared test

ANOVA

Cause and Effect Diagram ( Fish bone diagram)

Failure Mode Effect Analysis

Regression Analysis

3.5 SIX SIGMA – SOFTWARES

Analysis Tools – Used to perform Statistical and Operational analysis.

Program Management Tools – Used to manage and track a corporation’s

entire Six Sigma program.

DMAIC & Lean Online project Collaboration Tools – Used by local and

global teams.

Data Collection Tools – Used for feeding information directly into the

analysis tools and significantly reduce the time spent gathering the data.

75

3.6 IMPLEMENTATION ROLES

Six Sigma identifies several key roles for its successful implementation.

Executive Leadership that includes CEO and other members of the

top management.

Champions, who take responsibility for six sigma implementation

across the organization in an integrated manner. Also act as mentors

for Black Belts.

Master Black Belts identified by champions, acts as an in-house

coach on six sigma. They devote 100% of the time to six sigma and

guide the black & green belts.

Black Belts work under the Master Black belts to implement the six

sigma methodology to specific projects. They focus on six sigma

project execution.

Green Belts take up six sigma implementation along with their other

job responsibilities under the guidance of Black belts.

Some organizations have Yellow Belts, who have basic training in six sigma tools

and generally participate in projects.

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3.7 APPLICATION

Six Sigma strategies were initially applied in the health care industry in

March 1998.

Commonwealth Health Corporation was the 1st health care organization to

subsequently implement the effective strategy of Six Sigma.

So the radiology department throughput improved 33% and cost of

radiology procedure decreased by 21.5 %. Six Sigma was subsequently

adopted across the globe.

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CHAPTER 4

DMAIC

78

4.0. EXECUTIVE SUMMARY:

Since January 2013, leaves on an average / month was 1499, out of wish

absenteeism was 569 no. of days on an average. Hence absenteeism to overall

leave was 37%

4.0.1. GOAL STATEMENT:

To reduce absenteeism contribution from 37 % to 10 %

To understand the Absenteeism, trend at Sheraton Park to reduce the

absenteeism and formulate adherence of leave policy.

4.0.2. TEAM MEMBERS:

Project Sponsor : Mr.Shiva Kumar

Project Leader : Miss. Zoya Naseem

Team members: Miss Raji, Mr. Renganathan & Mr. Mathew

4.1. DEFINE

Define phase of a 6 sigma project is the first phase of the study which consists of

problem statement, goal statement, team members involved in the project. This

phase magnifies the problem statement which is to be dealt with. Since January,

the absenteeism level rose to 37% in the hotel due to which losses were incurred.

The reason behind this level of absenteeism was due to the careless attitude of

people towards their job and also no proper regulation of leave policy on the

employees. The goal of the project is to reduce the absenteeism level up to 10%.

79

4.1.1 TOOLS USED

Project Charter

SIPOC

PROJECT CHARTER

The above project charter outlines the various aspects of the project that

includes problems, goal to be achieved, scope of the project and the team

members. The charter highlights the time duration taken for the completion of each

phase of the project. Each phase of the project is aimed at completion within

or on the date of deadline. This is being done so that the data obtained for the purpose of study and

corrective measures does not become obsolete.

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SIPOC

S I P O C

SUPPLIER INPUT PROCESS OUTPUT CUSTOMER

KITCHEN PERMISSION

SLIPS

WEEKLY

ABSENTEEISM

REPORTS

AUTHORIZED

PERSONNELL TO

APPROVE LEAVE

KITCHEN

KITCHEN

STEWARD

ATTENDANCE

REGISTER

LEAVES TO BE

APPROVED BY

ATHORIZED

PERSON

DEPARTMENTS

UPDATE

ATTENDANCE&LEAVES

AND HR MONITORS IT

KITCHEN

STEWARD

SECURITY AND

TRANSPORT

COMPUTER

PUNCHING

SYSTEM

EVERY 2 DAYS

ATTENDANCE

TO BE

CHECKED BY

THE H.R.

GUIDELINES ON

ABSENTEEISM IS

CIRCULATED

SECURITY AND

TRANSPORT

HOUSEKEEPING LEAVE CARDS ALL LEAVES

TO BE SETTLED

BEFORE 25TH

OF

EVERY MONTH

HOUSEKEEPING

ENGINEERING DUTY

ROSTERS

DISCIPLINARY

ACTION TO BE

TAKEN

AGAINST THE

DEFAULTERS

ENGINEERING

SIPOC stands for Supplier, Input, Process, Output, and Customer.

In this project the information is supplied from three sources namely :-

Kitchen

Kitchen Steward

Security and Transport

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Housekeeping

Engineering

They provide the necessary input for the required process which is converted

as an output and given to the respective customer.

The customer is the internal customer i.e, managers of different department

after which the suitable corrective measures are taken.

4.2 MEASURE PHASE:

The measure phase is the second phase which involves numerical studies of

the data for data analysis.

The purpose of entering this phase is to bring in clarity or an understanding

to the defined problem or rather.

This phase focuses on measurement system validation and root causes.

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4.2.1 TOOLS USED

Fishbone diagram

Causes Absenteeism

Man Environment

Method and

Procedure Chain of Command

Complacence

Ignorance

Sickness

Peer Influence

Approachability

Unconduciveness

Outdated

Time Consuming

Tedious

Communication Gap

Erratic Submission of Leave

Cards

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The Fishbone diagram (Ishikawa diagram or cause-effect diagram) is a tool

wherein the root causes of a defect are identified.

The above diagram indicates the various root causes that has led to the

increase in the absenteeism level.

Based on this above fishbone diagram, certain changes were mandated with

the aim of reducing the Absenteeism Level.

4.3 ANALYSE PHASE:

The analyse phase is the third phase which involves statistical analysis of

the given problem.

This phase statistically reviews the families of variation and will determine

which significantly contribute to the output.

This phase focuses on graphical analyses of the data obtained.

4.3.1 TOOLS USED

Pareto Analysis

Failure Mode Effect Analysis (FMEA)

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4.3.2 INFERENCES:

The following Inferences were obtained from the Pareto chart analysed for

duration of 3 months.

From the above pareto analysis, it is evident that this has got almost pareto

effect,i.e, 80% of problems caused by 20% of root causes. as it is seen in

the graph, the first 7 departments almost drive pareto effect out of the total

35 departments.

it also becomes evident kitchen, kitchen stewarding and security& transport

contribute to more absenteeism than other departments

85

FMEA

86

87

88

4.4. IMPROVE PHASE:

The improve phase requires understanding the KPIV's that are causing the

effect.

This phase will help determine the relationships and amounts of these key

variables to the project "Y" and lead to optimal improvement ideas.

The solutions have been identified and the implementations to reduce

variation in improve target performance are executed in IMPROVE.

4.4.1. TOOLS USED

PICK CHART

POSSIBLE

H

I

G

H

L

O

W

IMPLEMENT

KILL CHALLENGE

E

F

F

O

R

T

BENEFIT

IRREGULARITY IS

SIGNING ATTENDANCE

WILL BE TREATED AS

ABSENT.

EVERY ASSOCIATE TO

BE ADVISED TO GET

THEIR LEAVES

APPROVED BY

CONCERNED HOD’S AND

SUBMIT IT TO THE HR

DEPARTMENT BEFORE

25TH

OF EVERY MONTH

ISSUING WARNING LETTER

TO THE ASSOCIATES WHO

ARE IRREGULAR TO THE

WORK

A SET OF GUIDELINES

ON ABSENTEEISM HAS

TO BE CIRCULATED

AMONG ASSOCIATES

STATING THE

CONSEQUENCES OF

LEAVE WITHOUT PRIOR

NOTICE

89

4.5. CONTROL PHASE

The control phase is the conclusion of the team's journey.

The final capability is determined and the closing performance and all

related changes are documented on the closing contract.

Rigorous follow-up and corrective action with comprehensive yet simple

documentation can increase the likelihood that the gains are sustained.

4.5.1 TOOLS USED

ACTION PLANNING MATRIX

S.NO TOPIC FREQUENCY IMPLEMENTATION

DATE

PROCESS

OWNER

1 Every

associate to

be advised to

get their

leaves

approved by

concerned

hod’s and

submit it to

the hr

department

before 25th of

every month

On every

leave day

30 APR,2013

Human

Resource

Manager

2 A set of

guidelines on

absenteeism

has to be

circulated

among

associates

Weekly 28 APR,2013

Coordinator

90

stating the

consequences

of leave

without

notice

3 Irregularity is

signing

attendance

will be

treated as

absent.

Daily 29 APR 2013 Coordinator

4 Introduction

of an H.R.

number

Once 30 APR,2013

Human

Resource

Manager

5 Issuing

warning

letter to the

associates

who are

irregular to

the work

Daily 27 APR 2013 Human

Resource

Manager

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CHAPTER 5

CONCLUSION

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5.1 IMPROVEMENT INITIATIVES

Every associate to be advised to get their leaves approved by concerned

HOD’s and submit it to the HR department before 25th of every month

A set of guidelines on absenteeism has to be circulated among associates

stating the consequences of leave without notice

Irregularity is signing attendance will be treated as absent.

Introduction of an H.R. number

Issuing warning letter to the associates who are irregular to the work

5.1.1 PROCESS RECOMMENDATIONS

The careless attitude of the people in regards to their leaves would be

eliminated if the new policy is strictly adhered to.

The person who maintains a good attendance can be offered incentives every

6 months based on his/her performance on work

Every leave that’s taken should be followed by valid medical certificates or

legitimate reasons for their absence

Leaves would not be considered sanctioned unless and until signed by the

Head of the Departments otherwise it would be considered as Loss of Pay.

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5.2.2. PRESENT PERFORMANCE

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BIBLIOGRAPHY

As part of my summer project, I required certain information to complete my study

and also for completing my report. The information required was collected from

the following sources:

http://www.itchotels.in/hotels/sheratonpark.aspx

www.wikipedia.org

http://hospitality.financialexpress.com/20111215/management03.shtml

http://www.six-sigma-material.com

http://www.managementstudyguide.com

http://www.miconleansixsigma.com

http://www.isixsigma.com/new-to-six-sigma/design-for-six-sigma-

dfss/design-six-sigma-dfss-versus-dmaic/

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