TYBMS PROJECT Final at TRAINING & DEVELOPMENT THOMAS COOK

A PROJECT REPORT
ON
A STUDY OF TRAINING AND DEVELOPMENT
PROCESS,EFFECTIVENESS AND ROLE
PLAYED IN THOMAS COOK
BATCHELOR OF MANAGEMENT STUDIES
(Sem- V)
Submitted in Partial Fulfillment of the requirement for
the award of degree of
Bachelor of Management Studies
By
TEJAS KANDKE.
Roll No.83
Vpms
K.G. Joshi College of Arts
N.G. Bedekar College of Commerce
Thane.
Academic Year 2016-17
DECLARATION
I am TEJAS KANDKE student of TYBMS Semester V(2016-2017) hereby
declares that I have completed a project on STUDY OF TRAINING
AND DEVELOPMENT PROCESS,EFFECTIVENESS AND

ROLE PLAYED IN ORGANIZATION .
The information submitted is true and original in nature and to the best my
knowledge.
Signature of Student
(TEJAS KANDKE)
Roll no.83
N.G.Bedekar college of commere
Place : Thane
Date : / /
ACKNOWLEDGEMENT
To list who all have helped me in difficulty because they are so numerous
and the depth is so enormous
I would like to acknowledge the following as being idealistic channels and
fest dimensions in the completion of the project
I take the opportunity to thank the University of Mumbai for giving me
chance to do this project.
I would like to thank my Principal PROF. DR. SHAKUNTALA A.SINGH
for providing the necessary facilities required for completion of this project.
I take the opportunity to thank our Coordinator PROF.D.M.
MURDESHWAR for his moral support and guidance.
I would also like to express my scencere attitude towards my project guide
PROF. PURVA GAIKWAD. Whose guidance and care made the project
more successful.
I would thank to my College Library for providing various reference book
and magazines related to my project report.
Lastly I would like to thank each and every person who directly or indirectly
helped me in the completion of the project especially my Parents and Peers
to supported me through out my project.
OBJECTIVES OF THE STUDY
The Objectives Of The Study Are As Follows :
To Study The Training process

To know the effectiveness of training and development for job satisfaction
To get knowledge about quality improvement of employees
To know the role of training and development in company success

To understand if training and development is development based
organization marketing strategy
To know the feedback system of the company
SCOPE OF STUDY
This research provides me with an opportunity to explore in the field of

Human Resources. This research also provides the feedback of people
involved in the Training and development process Apart from that it would
provide me a great deal of exposure to interact with the high profile
managers of the company.
INDEX
Sr No.
1
2
3
4
5
Chapter
1
PARTICULARS
TITLE PAGE
DECLARATION
ACKNOWLEDGEMENT
INDEX
OBJECTIVES OF STUDY
SCOPE OF STUDY
Introduction
1.1 Introduction to Traning &
Devlopment
1.2 Objectives of Traning &
development
1.3
Page No.
7-11
7
8
9
Chapter
2
Review of Litrature
12-22
Chapter
3
(A)
Research Methodology
3.1 Introduction
3.2 Primary Data
3.3Secondary Data
Company profile
4.1History
23-45
23
27
29
46-60
Chapter
4
1)
2)
3)
4)
Chapter
5
4.2 Facing New Challenges
47
49
52
56
Analysis & Interpritation of data
61
Chapter Conclusion & suggestions

6
Bibliography
Questionaier copy
63
65
66
Chapter1
INTRODUCTION OF TRAINING & DEVELOPMENT
1.1 Defination
The official and ongoing educational activities within an organization
designed to enhance the fulfillment and performance of employees. Training
and development programs offered by a business might include a variety of
educational techniques and programs that can be attended on a compulsory
or voluntary basis by staff.
1.2 MEANING
Training and development is vital part of the human resource
development. It is assuming ever important role in wake of the advancement
of technology which has resulted in ever increasing competition, rise in
customers expectation of quality and service and a subsequent need to lower
costs. It is also become more important globally in order to prepare workers
for new jobs. In the current write up, we will focus more on the emerging
need of training and development, its implications upon individuals and the
employers.
Noted management author Peter Drucker said that the fastest growing
industry would be training and development as a result of replacement of
industrial workers with knowledge workers. In United States, for example,
according to one estimate technology is de-skilling 75 % of the population.
This is true for the developing nations and for those who are on the threshold
of development. In Japan for example, with increasing number of women
joining traditionally male jobs, training is required not only to impart
necessary job skills but also for preparing them for the physically demanding
jobs. They are trained in everything from sexual harassment policies to the
necessary job skills
1.2 NEED & IMPORTANCE OF TRANING AND
DEVELOPMENT
In an ever changing and fast paced corporate world, training and
development is an indispensable function.
Training and development is one of the lowest things on the priority list of
most companies. When it's organized, it is often at the persistence of
the human resources department. There is, however, enormous value in
organizing proper training and development sessions for employees.
Training allows employees to acquire new skills, sharpen existing ones,
perform better, increase productivity and be better leaders. Since a company
is the sum total of what employees achieve individually, organizations
should do everything in their power to ensure that employees perform at
their peak.
Here are a few reasons that demonstrate the importance of training and
development.
New Hire Orientation
Training is particularly important for new employees. This can be conducted
by someone within the company and should serve as a platform to get new
employees up to speed with the processes of the company and address any
skill gaps.
Tackle shortcomings
Every individual has some shortcomings and training and development helps
employees iron them out. For example, at RateGain we have divided the
entire headcount in several groups to provide focused training which is
relevant to those groups - sales training, first time managers, middle
management, senior leadership, executive leadership.
Improvement in performance
If shortcomings and weaknesses are addressed, it is obvious that an
employee's performance improves. Training and development, however, also
goes on to amplify your strengths and acquire new skill sets. It is important
for a company to break down the training and development needs
to target relevant individuals. If I can draw examples from my organization,
every department has targeted training groups. These generally revolve
around product development training, QA training, PMP among others where
internal and external process experts facilitate various programs.
Employee satisfaction
A company that invests in training and development generally tends to have
satisfied employees. However, the exercise has to be relevant to the
employees and one from which they can learn and take back something. It
will be futile if training and development become tedious and dull, and
employees attend it merely because they have to. As a company, we stress on
industry specific training and send many employees for international
seminars and conferences that can be beneficial to them.
Increased productivity
In a rapidly evolving landscape, productivity is not only dependent on
employees, but also on the technology they use. Training and development
goes a long way in getting employees up to date with new technology, use
existing ones better and then discard the outdated ones. This goes a long way
in getting things done efficiently and in the most productive way.
Self driven
Employees who have attended the right trainings need lesser supervision and
guidance. Training develops necessary skill sets in employees and enable
them to address tasks independently. This also allows supervisors and
management to focus on more pressing areas.
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To transform our company into a learning organization and encourage a

culture of continual learning among employees, we have launched a training
and development initiative called 'RateGain Lighthouse'. We call it
lighthouse, as it symbolizes strength, guidance and direction. We conduct
various in-house training sessions on knowledge-building and skills &
process.
The network facilitates various training sessions, based on experiential
learning methodologies. We have also engaged globally renowned experts
like Aaron Ross, author of 'Predictable revenue' and world renowned Sales
coach and trainer. His session for our sales teams have transformed the way
we are working. The results from our training and development initiatives
have been very positive and it clearly shows that it is not a fad.
Consistency
A structured training and development program ensures that employees have
a consistent experience and background knowledge. The consistency is
particularly relevant for the company's basic policies and procedures. All
employees need to be aware of the expectations and procedures within the
company. This includes safety, discrimination and administrative tasks.
Putting all employees through regular training in these areas ensures that all
staff members at least have exposure to the information.
Job Satisfaction
Employees with access to training and development programs have the
Atraining opportunities on theirown. The investment in training that a
company makes shows the employees they arevalued. The training creates a
supportive workplace. Employees may gain access totraining they wouldn't
have otherwise known about or sought out themselves. Employeeswho feel
appreciated and challenged through training opportunities may feel
moresatisfaction toward their jobs.Training programs increases
communication between different levels of an organization.Any deficiency
in processes and jobs are eliminated and those close to
production processes become involve in the management. Staff empowerme
nt is a recent trend inmanagement; such empowerment will only be
successful when proper training is provided to those empowered.
1.3 Ways/Methods of Training

Training is generally imparted in two ways:
1. On the job training- On the job training methods are those which are
given to the employees within the everyday working of a concern. It is
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a simple and cost-effective training method. The inproficient as well

as semi- proficient employees can be well trained by using such
training method. The employees are trained in actual working
scenario. The motto of such training is learning by doing. Instances
of such on-job training methods are job-rotation, coaching, temporary
promotions, etc.
2. Off the job training- Off the job training methods are those in which
training is provided away from the actual working condition. It is
generally used in case of new employees. Instances of off the job
training methods are workshops, seminars, conferences, etc. Such
method is costly and is effective if and only if large number of
employees have to be trained within a short time period. Off the job
training is also called as vestibule training,i.e., the employees are
trained in a separate area( may be a hall, entrance, reception area,etc.
known as a vestibule) where the actual working conditions are
duplicated.
A. On-the-job training Methods:

Under these methods new or inexperienced employees learn through
observing peers or managers performing the job and trying to imitate their
behaviour. These methods do not cost much and are less disruptive as
employees are always on the job, training is given on the same machines and
experience would be on already approved standards, and above all the
trainee is learning while earning. Some of the commonly used methods are:
1. Coaching:
Coaching is a one-to-one training. It helps in quickly identifying the weak
areas and tries to focus on them. It also offers the benefit of transferring
theory learning to practice. The biggest problem is that it perpetrates the
existing practices and styles. In India most of the scooter mechanics are
trained only through this method.
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2. Mentoring:
The focus in this training is on the development of attitude. It is used for
managerial employees. Mentoring is always done by a senior inside person.
It is also one-to- one interaction, like coaching.
3. Job Rotation:
It is the process of training employees by rotating them through a series of
related jobs. Rotation not only makes a person well acquainted with
different jobs, but it also alleviates boredom and allows to develop rapport
with a number of people. Rotation must be logical.
4. Job Instructional Technique (JIT):
It is a Step by step (structured) on the job training method in which a suitable
trainer (a) prepares a trainee with an overview of the job, its purpose, and the
results desired, (b) demonstrates the task or the skill to the trainee, (c) allows
the trainee to show the demonstration on his or her own, and (d) follows up
to provide feedback and help. The trainees are presented the learning
material in written or by learning machines through a series called frames.
This method is a valuable tool for all educators (teachers and trainers). It
helps us:
a. To deliver step-by-step instruction
b. To know when the learner has learned
c. To be due diligent (in many work-place environments)
5. Apprenticeship:
Apprenticeship is a system of training a new generation of practitioners of a
skill. This method of training is in vogue in those trades, crafts and technical
fields in which a long period is required for gaining proficiency. The trainees
serve as apprentices to experts for long periods. They have to work
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in direct association with and also under the directsupervision of their

masters.
The object of such training is to make the trainees all-round craftsmen. It is
an expensive method of training. Also, there is no guarantee that the trained
worker will continue to work in the same organisation after securing
training. The apprentices are paid remuneration according the apprenticeship
agreements.
6. Understudy:
In this method, a superior gives training to a subordinate as his understudy
like an assistant to a manager or director (in a film). The subordinate learns
through experience and observation by participating in handling day to day
problems. Basic purpose is to prepare subordinate for assuming the full
responsibilities and duties.
B. Off-the-job Training Methods:

Off-the-job training methods are conducted in separate from the job
environment, study material is supplied, there is full concentration on
learning rather than performing, and there is freedom of expression.
Important methods include:
1. Lectures and Conferences:
Lectures and conferences are the traditional and direct method of instruction.
Every training programme starts with lecture and conference. Its a verbal
presentation for a large audience. However, the lectures have to be
motivating and creating interest among trainees. The speaker must have
considerable depth in the subject. In the colleges and universities, lectures
and seminars are the most common methods used for training.
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2. Vestibule Training:
Vestibule Training is a term for near-the-job training, as it offers access to
something new (learning). In vestibule training, the workers are trained in a
prototype environment on specific jobs in a special part of the plant.
An attempt is made to create working condition similar to the actual
workshop conditions. After training workers in such condition, the trained
workers may be put on similar jobs in the actual workshop.
This enables the workers to secure training in the best methods to work and
to get rid of initial nervousness. During the Second World War II, this
method was used to train a large number of workers in a short period of time.
It may also be used as a preliminary to on-the job training. Duration ranges
from few days to few weeks. It prevents trainees to commit costly mistakes
on the actual machines.
3. Simulation Exercises:
Simulation is any artificial environment exactly similar to the actual
situation. There are four basic simulation techniques used for imparting
training: management games, case study, role playing, and in-basket training.
(a) Management Games:
Properly designed games help to ingrain thinking habits, analytical, logical
and reasoning capabilities, importance of team work, time management, to
make decisions lacking complete information, communication and
leadership capabilities. Use of management games can encourage novel,
innovative mechanisms for coping with stress.
Management games orient a candidate with practical applicability of the
subject. These games help to appreciate management concepts in a practical
way. Different games are used for training general managers and the middle
management and functional heads executive Games and functional heads.
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(b) Case Study:

Case studies are complex examples which give an insight into the context of
a problem as well as illustrating the main point. Case Studies are trainee
centered activities based on topics that demonstrate theoretical concepts in
an applied setting.
A case study allows the application of theoretical concepts to be
demonstrated, thus bridging the gap between theory and practice, encourage
active learning, provides an opportunity for the development of key skills
such as communication, group working and problem solving, and increases
the trainees enjoyment of the topic and hence their desire to learn.
(c) Role Playing:
Each trainee takes the role of a person affected by an issue and studies the
impacts of the issues on human life and/or the effects of human activities on
the world around us from the perspective of that person.
It emphasizes the real- world side of science and challenges students to
deal with complex problems with no single right answer and to use a
variety of skills beyond those employed in a typical research project.
In particular, role-playing presents the student a valuable opportunity to learn
not just the course content, but other perspectives on it. The steps involved in
role playing include defining objectives, choose context & roles, introducing
the exercise, trainee preparation/research, the role-play, concluding
discussion, and assessment. Types of role play may be multiple role play,
single role play, role rotation, and spontaneous roleplay.
(d) In-basket training:
In-basket exercise, also known as in-tray training, consists of a set of
business papers which may include e-mail SMSs, reports, memos, and other
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items. Now the trainer is asked to prioritise the decisions to be made

immediately and the ones that can be delayed.
4. Sensitivity Training:
Sensitivity training is also known as laboratory or T-group training. This
training is about making people understand about themselves and others
reasonably, which is done by developing in them social sensitivity and
behavioral flexibility. It is ability of an individual to sense what others feel
and think from their own point of view.
It reveals information about his or her own personal qualities, concerns,
emotional issues, and things that he or she has in common with other
members of the group. It is the ability to behave suitably in light of
understanding.
A groups trainer refrains from acting as a group leader or lecturer,
attempting instead to clarify the group processes using incidents as examples
to clarify general points or provide feedback. The group action, overall, is
the goal as well as the process.
Sensitivity training Program comprises three steps
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5. Transactional Analysis:
It provides trainees with a realistic and useful method for analyzing and
understanding the behavior of others. In every social interaction, there is a
motivation provided by one person and a reaction to that motivation given by
another person.
This motivation reaction relationship between two persons is known as a
transaction. Transactional analysis can be done by the ego (system of
feelings accompanied by a related set of behaviors states of an individual).
Child:
It is a collection of recordings in the brain of an individual of behaviors,
attitudes, and impulses which come to him/her naturally from his/her own
understanding as a child. The characteristics of this ego are to be
spontaneous, intense, unconfident, reliant, probing, anxious, etc. Verbal clues
that a person is operating from its child state are the use of words like I
guess, I suppose, etc. and non verbal clues like, giggling, coyness, silent,
attention seeking etc.
Parent:
It is a collection of recordings in the brain of an individual of behaviors,
attitudes, and impulses imposed on her in her childhood from various
sources such as, social, parents, friends, etc.
The characteristics of this ego are to be overprotective, isolated, rigid, bossy,
etc. Verbal clues that a person is operating from its parent states are the use
of words like, always, should, never, etc and non-verbal clues such as,
raising eyebrows, pointing an accusing finger at somebody, etc.
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Adult:
It is a collection of reality testing, rational behaviour, decision making, etc. A
person in this ego state verifies, updates the reaction which she has received
from the other two states. It is a shift from the taught and felt concepts to
tested concepts.
All of us show behaviour from one ego state which is responded to by the
other person from any of these three states.
5 Steps to Creating Effective Training Programs

An effective training program is built by following a systematic, stepby step process. Training initiatives that stand alone (one-off events) often
fail to meet organizational objectives and participant expectations. In todays
post we outline the five necessary steps to creating an effective program.
1) Assess Training Needs: The first step in developing a training program is
to identify and assess needs. Employee training needs may already be
established in the organizations strategic, human resources or individual
development plans. If youre building the training program from scratch
(without predetermined objectives) youll need to conduct training needs
assessments.
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2) Set Organizational Training Objectives: The training needs assessments

(organizational, task & individual) will identify any gaps in your current
training initiatives and employee skill sets. These gaps should be analyzed
and prioritized and turned into the organizations training objectives. The
ultimate goal is to bridge the gap between current and desired performance
through the development of a training program. At the employee level, the
training should match the areas of improvement discovered through 360
degree evaluations.
3) Create Training Action Plan: The next step is to create a comprehensive
action plan that includes learning theories, instructional design, content,
materials and any other training elements. Resources and training delivery
methods should also be detailed. While developing the program, the level of
training and participants learning styles need to also be considered.Many
companies pilot their initiatives and gather feedback to make adjustments
before launching the program company-wide.
4) Implement Training Initiatives: The implementation phase is where the
training program comes to life. Organizations need to decide whether
training will be delivered in-house or externally coordinated. Program
implementation includes the scheduling of training activities and
organization of any related resources (facilities, equipment, etc.). The
training program is then officially launched, promoted and conducted.
During training, participant progress should be monitored to ensure that the
program is effective.
5) Evaluate & Revise Training: As mentioned in the last segment, the
training program should be continually monitored. At the end, the entire
program should be evaluated to determine if it was successful and met
training objectives. Feedback should be obtained from all stakeholders to
determine program and instructor effectiveness and also knowledge or skill
acquisition. Analyzing this feedback will allow the organization to identify
any weaknesses in the program. At this point, the training program or action
plan can be revised if objectives or expectations are not being met.
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Chapter 2
TOURISM
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2.1Introduction to Tourism
Tourism is the act of travel for predominantly recreational or leisure
purposes, and also refers to the provision of services in support of this act.
According to the World Tourism Organization, tourists are people who
"travel to and stay in places outside their usual environment for not more
than one consecutive year for leisure, business and other purposes not related
to the exercise of an activity remunerated from within the place visited".
Tourism, however long its incident duration, has become an extremely
popular, global activity. In 2004, there were over 763 million international
tourist arrivals.As a service industry, tourism has numerous tangible and
intangible elements. Major tangible elements include transportation,
accommodation, and other components of a hospitality industry. Major
intangible elements relate to the purpose or motivation for becoming a
tourist, such as rest, relaxation, the opportunity to meet new people and
experience other cultures, or simply to do something different and have an
adventure. Tourism is vital for many countries, due to the income generated
by the consumption of goods and services by tourists, the taxes levied on
businesses in the tourism industry, and the opportunity for employment and
economic advancement by working in the industry.
For these reasons NGOs and government agencies may sometimes promote a
specific region as a tourist destination, and support the development of a
tourism industry in that area.
The terms tourism and travel are sometimes used interchangeably. In this
context travel has a similar definition to tourism, but implies a more
purposeful journey. The terms tourism and tourist are sometimes used
pejoratively to imply a shallow interest in the cultures or locations visited by
tourists.
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In 1976 Tourism Society of England defined it as "Tourism is the temporary,

short-term movement of people to destination outside the places where they
normally live and work and their activities during the stay at each
destination. It includes movements for all purposes."
In 1981 International Association of Scientific Experts in Tourism defined
Tourism in terms of particular activities selected by choice and undertaken
outside the home environment.
2.2 HistoryWealthy people have always travelled to distant parts of the world to see
great buildings or other works of art, to learn new languages, to experience
new cultures, or to taste new cuisine.
The terms tourist and tourism were first used as official terms in 1937 by the
League of Nations. Tourism was defined as people travelling abroad for
periods of over 24 hours.
2.3 New definitionTourism comprises the activities of persons traveling to, and staying in
places outside their usual environment for not more than one consecutive
year for leisure, business and other purposes.
"This definition of tourism is provided by the World Tourism Organization."
2.4 Prerequisites of tourismBefore people are able to experience tourism they usually need at least:
Disposable income, i.e. money to spend on non-essentials
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Leisure time
Tourism infrastructure, such as transport and accommodation
Individually, sufficient health is also a condition, and of course the
inclination to travel. Furthermore, in some countries there are legal
restrictions on travelling, especially abroad. Certain states with strong
governmental control over the lives of citizens may restrict foreign travel
only to trustworthy citizens. The United States prohibits its citizens from
traveling to some countries, for example, Cuba.
2.5 Types of TourismTourism can be classified into the following types:

Inbound International tourism: Non-residents traveling in the given
country.
Outbound International tourism: Residents traveling in another country.
Domestic tourism: Residents of the given country traveling only within this
country.
Most popular categories of tourismThe Tourism industry has developed through the years and presently is one
of the most diversified, customized and specialized industries. We would like
to introduce some of the most popular types of tourism worldwide where
tourists are categorized by the purpose of their visit.
LeisureTourism-Leisure time can be defined as free time, not doing any
work. It is that time to do things that you normally have no time for in your
daily life. Leisure tourism includes a holiday with the following:
Leisure activities
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Relaxation: Sleep, relax, reading, walk on the beach, taking a scenic drive
Sport activities: hiking, swimming, surfing, running
Visit places of interest and local attractions
Visiting friends and relatives
Shopping for goods that will be used by the tourist.
BusinessTourism-Business tourism can be defined as travel for the
purpose of business. Business Tourism can be divided into three sections:
Trading for goods to be resold on a wholesale basis
Conduct business transactions e.g. visiting a client, contract negotiations
Attending a conference, exhibition or event associated with their business.
MedicalTourism- Favorite procedures in medical tourism include
Cardiology, Cardiothoracic, Cosmetic Surgery, Plastic and Reconstructive
Surgery, Weight Loss, Neuron, Eye, Orthopedic Surgery, as well as Organ
Transplants (kidney).
Medical Tourism services include medical facilitation, travel arrangements,
accommodation, transportation and tour packages.
CulturalTourism-Cultural tourism or sometimes referred to as heritage
tourism is the division of tourism concerned with the regions culture,
specifically the lifestyle and history of the people, their art, architecture,
religion and other elements.
Cultural tourism includes cultural facilities such as museums, theatres and
festivals. This is one of the most popular types of tourism and attracts
tourists from different parts of the world.
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AdventureTourism-Adventure tourism is an outdoor activity that generally

takes place in an unusual, remote or a wilderness area. This adventurous
activity can take place in the sea, in rivers, in the air, in mountains and is
associated with low or high levels of physical activity. There are many types
ofproducts and services that fall within the Adventure.
EcoTourism-Ecotourism is Responsible travel to natural areas that
conserves the environment and improves the well-being of local
people. The purpose of ecotourism is to educate the traveler about natural
destinations, to provide ecological conservation and awareness, to benefit
economic development, and respect for the local culture. Here the traveler
can experience the natural way of life surrounded by natural circumstances.
SportsTourism-Sports tourism refers to international travel either for
viewing or participating in a sporting event. Examples include international
sporting events such as the Olympics, world cup (soccer, rugby, and cricket),
tennis, golf and Formula 1 Grand Prix.
ReligiousTourism-Religious Tourism or faith tourism are people of faith
who travel on their own or in groups to holy cities or holy sites for
pilgrimages, crusades, conventions, retreats, religious tourist attractions or
missionary work.
WildlifeTourism-Wildlife tourism is the observation of wild (non-domestic)
animals in their natural environment or in captivity. It includes activities
such as photography, viewing and feeding of animals. This form of tourism
offer tourists customized tour packages and safaris and is closely associated
with eco-tourism and sustainable-tourism.
Top 10 Challenges for Tourism Growth in IndiaChallenges-
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Various challenges/issues faced by the domestic travel and tourism industry

in India:
Lack of proper infrastructure

Human resources
Service levels
Lack of adequate marketing and promotion
Taxation
Security
Regulatory issues
Access and connectivity
Amenities
Opportunities
Marketing Mix Of TourismThe marketing mix is a business tool used in marketing and by marketing
professionals. The marketing mix is often crucial when determining a
product or brands offering and is often synonymous with the four Ps:
price, product, promotion and place. In service marketing like tourism,
however, the four Ps have been expanded to the seven Ps to address the
different nature of services.
Types of marketing mix of TourismThe marketing mix is a business tool used in marketing and by marketing
professionals. The marketing mix is often crucial when determining a
product or brands offering and is often synonymous with the Four Ps:
price, product, promotion and place. In service marketing like tourism,
however, the four Ps have been expanded to the Seven Ps to address the
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different nature of services. The additional three Ps in tourism are people,

process and physical evidence.
By taking a fresh look at these various aspects of your company you will be
sure that all of your work supports your main goal selling your services to
your customer. It will also help you answer more fundamental questions such
as; who are your customers?, how do you reach your customers? and
what are the needs of your customers?, to name a few.
Product
When thinking about a tourism product, its important to differentiate
between what the customers actually buy (the promise of a product) and
the product mainly a service that they receive after the purchase (the
actual product). The purchasing decision made by the tourist is based on
the promise of the product a promise established by what she or he sees in
your promotional material. This is because the tourism product unlike a
car or a computer consists of a combination of tangible and intangible
items and the potential customers buy the product before acquiring the
product (well dive deeper into this in our next blog post).
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Promotion
Promotion is the activity of telling your market about your product. In
the example of the Amazon Lodge, you are using a brochure to tell your
customers about a tourism product in the Amazon.
Nowadays, promotion is replaced by communications, which represents a
broader focus. Communications can include advertising, public relations,
personal selling, viral advertising, and any form of communication between
the organization and the consumer.
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Placement
Placement is synonymous with distribution. It refers to providing the
product at a place, which is convenient for consumers to access. In
tourism, the product is not distributed to the client, but the clients travel
to the product. Thus, unlike physical products, tourism distribution is more
related to where you distribute the information about the service (trade
shows, resellers, WebPages, etc.). In the example of the brochure of the
Amazon Lodge, the placement may be your office, a trade show in London
or to potential customers houses (by direct mailing).
Price
Price is what the business charges for its tourism product as defined by the
interacting forces of supply and demand.
At a practical level, tourism enterprises can determine their prices by
analyzing:
The cost of running the business;

The willingness to pay by the demand;
The prices of the competition;
The commission to be provided to resellers.
In tourism, two prices are often used: rack rates, which are the prices
published in promotional materials without discounts, and net prices (or
33
net rates), which is the rack rate less the commission offered to resellers
(tour operators or other intermediaries).
It may also be advantageous to differentiate rates for seniors, children, offseason, etc.
People
Any person coming into contact with customers can have an impact on
overall satisfaction. In tourism, people are particularly important because, in
the customers eyes, they are generally inseparable from total service.
In tourism, the human component is very important, so the attitude, skills
and appearance of all people involved in the travelers experience needs to
be first class. Some ways in which people add value to an experience, as part
of the marketing mix, are training and service.
Process
If tourism business offers services, the processes of the business can offer
specific advantages. Processes should do more than just make life easier for
the business they must help customers get what they want.
For instance, for booking a flight on the internet the process begins with the
customer visiting an airlines website. The customer enters details of the
34
flights and books them. The customers ticket/booking references arrive by

email (or, less and less, by post). The customer catches his flight on time and
he arrives refreshed at his destination. The coming together of all the
mentioned stages constitutes a marketing process.
Physical evidence
Makes the customers perceive how the services would be like. Unlike a
physical product, a service cannot be experienced before it is delivered,
which makes it intangible. This, therefore, means that potential customers
could perceive greater risk when deciding whether or not to use a service. To
reduce the feeling of risk, thus improving the chance for success, it is vital
for potential customers to see what a product would be like. This is done by
providing physical evidence displayed in photographs (of your facilities,
etc.) or testimonials (what tourists write about their own previous
experience).
35
Chapter 3
(A) Kesari Tours & Travels: Despite late start KesariPatil

made his travel firm a big success3.1History
Farmer, teacher, tour guide, entrepreneur, millionaire.That about sums up the
journey of his life so far.His beginnings were humble: hecomes from a
family of farmers in a remote village near Sap hale in Maharashtra. Since he
school supported education only till class VII, he had to travel to Vasai to be
able to study till class XI. Then, in 1955, he landed at Kosbad, in
Maharashtra's Palghar district, to pursue a diploma in farming. One year
later, as a 21-year-old, he bagged his first job, that of an agriculture teacher,
at Borde High School in the same district. His salary?Rs 85 per month.
Alongside, he had to manage the family's farming, which proved to be a
challenge, given the distance. So, in 1957, he picked up a teacher's job at
Vidyabhavan, in Saphale.
Though he did not get a salary hike, it was a small price to pay for moving
closer to he ancestral home. Here, he taught farming as well as other subjects
like history, geography and Hindi.
36
After completing diploma training from SP College in Pune, he added

physical education to his repertoire. In the course of the decade that he spent
at this school, hemonthly salary tripled from Rs85 to Rs 280.
Then, in 1967, his brother Rajabhau started his travel agency, Raja Rani
Travels, in Mumbai, and he accepted his offer of joining him as a partner. he
didn't get a regular salary took Rs 5,000 or Rs 10,000 once in three
monthsbut he managed to see the world as a tour guide, not to mention
make several friends.
He worked here for 17 years, and during this period, he got married and had
four children. Though the going was good, he realised that starting his own
business was the way forward if he wanted to grow.
Finally, in 1984, he quit his brother's agency to set up his own
venture, Kesari Tours and Travels. It was easier said than done since he had
no savings. So, his wife Sunita stepped in and encouraged me to sell her
jewellery. With this money, along with a loan from friends, he managed to
put in Rs1.85 lakh as seed capital for his company.
He bought a 100 sqft room at a chawl in Mahim, Mumbai, along with some
basic furniture. He also hired a clerk to handle the BackOffice operations. He
officially launched in March 1984 and His first advertised trip was to
Rajasthan, for which 13 travellers signed up.
He accompanied them to ensure flawless operations even though he didn't
make any money. The effort paid off and word-of-mouth publicity helped get
us 39 travelers for our second trip to Kashmir. In the first year, his turnover
was around Rs1.5 lakh, which went in repaying a part ofhis debts and the
rest was pooled back into the business. It wasn't easy for the family.
37
His wife, who is the vice-chairman of the company, had to manage the
housework besides the office. he older kids, Veena and Shailesh, would help
out in the office after their college hours. Jhelum and Himanshu were too
young to pitch in.
Between 1985 and 1989, Kashmir became his main tourist destination,
accounting for 60-70% of the revenue and 200-250 travellers in each trip.
But once insurgency shot up in the Valley, the business was severely
impacted. That's when he decided to offer foreign tours as well and, in 1990,
he included countries like Thailand and Singapore.
As business grew, he wanted to shift to a bigger office. He managed to bag a
prime property at Mahim at a discounted rate of Rs1 crore for 3,500 sq ft.
However, he had to take a bank loan to finance this purchase.
Initially, the bank rejected our application since hewere not engaged in any
manufacturing activity, which was their criterion for giving a loan. He had to
meet the chairman and convince him, and he eventually agreed. He have
long since repaid the Rs 1 crore and currently own more than 16,000 sqft
space in the same vicinity.
He now have 11 branches in India and abroad, with a total staff strength of
around 700. Over the years, hehave set up 24 subsidiaries specializing in
verticals ranging from branding and promotion to in-house foreign exchange
services.
His children, along with their respective spouses, handle these. So
hehaveStrawberry Holidays to cater to those who prefer independent
holidays with tailor-made itineraries, while KesariMICE caters to corporate
requirements. One factor that has contributed to Kesari Tours' success is our
emphasis on innovation.
38
Kesari Honeymoon group tour is one of our most successful offerings.

Hehave also launched 'Marigold' to help people connect with their inner
selves through spiritual tours. Then there are the 'My Fair Lady' packages for
single women travelers, while for senior citizens we have special options
called 'Second Innings'.
In January 2012, he organizing his first trip to Antarctica; with this we would
have covered all seven continents. Today, heoperate in more than 100
destinations in India and over 1,000 worldwide.
Since inception, hehave catered to around 30 million customers. His turnover
in the last financial year was around Rs500 crore, and if space travel
becomes a reality, you can bet that Kesari will be the first to start offering
group tours to the moon.
39
3.2 Why Kesari..

becauseKesarimeans Lots More that tooin your Price One Line Tour Price, Always All Inclusive. No Additions - No Confusion,
No Hidden Costs.
No Advertising Gimmicks. No Optional Sightseeing. No Extra Expenses to
be paid On Tour.
Driver and Guide Tip Included in the tour price.
Guarantee of Carry Zero Money On Tour.
As per the tour category, Best Quality Hotels which are appreciated by
traveled guests.
Comfortable AC Luxury Coaches, Maximum sightseeing included.
Delicious Indian Meals, Breakfast, Lunch, Dinner -all Meals Included.
Lots of Extra Toppings like Ice cream, soft drinks... etc on tour, special
Snack Hamper at the airport.

Complimentary Bag at the time of final payment.
Lot of Entertainment On Tour, Hassle-Free Travel.
Professional & Caring Tour Leader throughout the tour.
Thousands of Satisfied Tourists year after year, Every Year.
First Travel Company in India certified for ISO 9001:2008 &
OHSAS18001:2007.
Brand Range of Worldwide Tours.
Tours suitable for every duration consisting of 3 to 40 days with many
combinations.
Tours suitable for Every Budget, starting from 5 thousand to 10 lakh.
40
Tours for Every Lifestyle - luxury tours, upgraded tours, cost saver tours,
Tailor made Holidays.
Tours suitable for Every Age Group, from 7 to 70 years of age.
Tours Designed for Special Groups like students, seniors, honeymooners,
ladies, corporate and so on.
Pioneer of most popular Ladies Special tour My Fair Lady'.
Largest Tour Operator for South East Asia, Europe, Himachal, Kashmir and
Kerala.
A family of 1000 Dedicated Kesarians including 500 Exclusive Tour Leaders
to serve you.
Recipient of many National and International Tourism Awards including the
most recent Best Out bound Tour Operator of India By Times. Lifetime
Achievement Award - Delhi, Asia's Best Brand in Travel Segment Award Singapore and Friends of Thailand Award - Bangkok.
41
3.3VISION& MISSION OF KESARI TOURS

Vision
"Kesari-The World Class Travel Company, spreading smiles and
happiness..."
Mission
"Kesari is passionately committed to Total Quality Travel, with continual
delivery
of
value
added
services.
We uphold the highest ethical standards and believe in creating new

benchmarks in the industry."
Kesari believes in providing innovative holidaying ideas to its guests hence
created unique concepts to cater to their ever evolving needs, which have
been acknowledged as innovations in the Indian Tourism Industry and have
translated
42
into
smiles
on
the
faces
of
our
happy
TRUSTED NAME
Kesari India - First Travel Company certified by ISO 9001-2008 and
OHSAS 18001:2007
Lacs of satisfied tourists.Maximum repeat guests.
Winner of major National and International Tourism Awards.
Preferred company by Tourism boards, Airlines and Associates.
500 dedicated professional Kesarians in offices all over and 400 exclusive
Tour Managers, to serve you.
A variety of tours all over the World, from 4 to 21 days to suit every budget.
TRUSTED PRICE
Worldwide tours at its best price.
Clear cut one line tour price.
No hidden costs.
No extra charges for stipulated sightseeing in tour programme or meals when
on tour.
Air fare, Airport taxes (except fluctuations), Visa Charges, Insurance (for
selected tours) included.
Tips to guides and drivers included.
TRUSTED TOUR PROGRAMMES
Meticulously planned, well designed itinerary to suit everyone.
All 'Must see' sightseeing included.
More sightseeing, less bus journey, mostly no backtracking of routes.
Choice of Mono to Multi countries, Tour Dates, Days and Prices.
TRUSTED SERVICES
43
Professional services with a Personal touch.

Conveniently located Hotels, appreciated by all traveled guests.
Hi-tech, Air conditioned/Air cooled coaches with reclining seats.
All meals - Breakfast, Lunch, and Dinner included as per itinerary.
Sumptuous Indian meals on tour.
Extra toppings like Ice-cream, Softy, Tea, Coffee, Juice, Soft drink at
various places to add to the fun.
TRUSTED ENTERTAINMENT
See and enjoy World with Entertainment, Smiles and Laughter. Games,
Antakshari, Dance and fun on tour. Attentive, caring Tour Manager to make
the tour more enjoyable for every guest.
TRUSTED POLICIES
Transparent, Honest and Fair dealings with all.

Committed to Ethical Business Practices.
No advertising gimmick.
No false promises.
44
BRANCHES OF KESARI TOURS- The Kesari Company is the One of the

best company in Travel World. So the many branches around the India.
MUMBAI BRANCHES
Mahim(HO)
Thane
Kesari, 314, L.J. Road, Mahim,
88, M.G.Road, Naupada,
Mumbai - 400016 India.
Thane - 400602
Tel : +9122 - 24332222/24326060.
Tel : +9122 - 25330000
Fax : +9122 - 24322020
Fax : +9122 - 24322020
Borivali
Vashi
6 & 7, Dream House,
A - 106, Om Rachna,
Chandavarkar Lane, Borivali (W),
Sector - 17, Vashi,
Mumbai - 400092
Navi Mumbai - 400703,
Tel : +9122 - 28939999/ 4400/ 4411 Tel : +9122 - 27809999/7777/4444
45
SWOT Analysis
Strength:
Mass market product with small profit margin and economic of scale to
create profit even though demographics and changing consumer trends
Training academy
Providing customized packaged tours
Personalized customer support
Online booking of packages
Offices in major cities of India
Weakness:
People expectation has changed but their packaged tour has not changed
Price of hotel is rising: no solution between cutting slim margin and rising
price to customers
Limited only to main destination spots, needs to cover more ground
Proper feedback system not in place
Opportunity:
People go on holiday more than before

Travelers want exotic destinations or short city breaks
Increase in number of tourists because of upcoming sports event
Government lending support as part of Incredible India campaign
Increase in disposable income
Threats:
Heavy Price competition&People wait till last minute for bargaining

Rising hotel rates all over the world
General economic slowdown and terrorist attacks
PEST Analysis
Political
46
The strongest reason of tourists visiting India is its rich and vast cultural
heritage which is under the control of Archaeological Survey of India. So
any changes in policy have a very major impact on the tourism industry.
Political instability in many states also hinders the tourism opportunities.
E.g. - north east is still out of coverage of kesaritravels because of this very
reason. Although the government is now taking up various measures like
stepping up vigilance in major tourist destinations in order to promote India
as a safe tourist destination.
Economic
This industry thrives on the spending power of the people. The spending
power is increasing in the country as well as all over the world. This increase
in the spending power has left a good amount of idle cash in hand. This has
led to a tourism boom and more and more people are now coming into the
country with more cash and better affordability.
Social
Tourism is seen as something that will ultimately lead to the destruction of
the social fabric. It is perceived that more the number of people travelling
into a place, the more is the probability of the place to lose its identity. But
apart from that people have now started perceiving tourism as a form of
recreation. They are now more willing to go for packages like adventure
tourism to Leh and Lakshadweep.
Technology
Although it is does not seem to be great factor but it plays a major role.
Better technology has resulted in connecting many remote and unexplored
areas. On the same terms online booking and transportation facilities
provided by kesri travels
47
KESARI
HoneymoonTours - An Everlasting Love Story-
Newly married couples choose Kesari for their Honeymoon; more than
30000 couple have already enjoyed, it's unbelievable but true. Kesari
Honeymoon... Simply Superb! So when is your love story starting?
JungleTours: Let's love and save wildlifeLet's love and save wildlife. It's an amazing opportunity to refresh yourself
from your boring, artificial routine.
Enjoy the nature trail in open jeeps through lush green forest, calls of various
birds, freely moving wild animals,
pug marks on the path. Experience the unexpected and delightful world of
wildlife on Kesari's Jungle Tours.
MyFairLadyTours: Popular Ladies Special Tours-
Welcome to My Fair lady - special, magical, all women tours from Kesari !
The only one of its kind tour category available worldwide that offers range
of exciting and super fun-filled experiences for ladies only. Luxury hotels,
hi- tech coaches, sumptuous meals, delightful sightseeing, music-dance
48
extravaganza, fashion show, Paithani game show... So what are you waiting
for ? Hop on!
ChotaBreak - Short Weekend Getaways
In life, which is full of busy schedules, meeting deadlines and breathlessly

shuttling between home and work, it is necessary to take small breaks from
routine and return refreshed, rejuvenated. That's what KesariChota Break is
all about. Chota Break is Kesari's short, all inclusive, escorted group tour.
Rediscover happiness. Let's Go!
Students'Special
Welcome
to
the
'MastikiPathshala!
Kesari Students' Special Tour, where your curiosity meets our care. When it
comes to travel for children, Kesari is the first choice. The trust parents have
in our name is only matched by the fun children have traveling with us..
Friends, isn't it a wonderful idea to explore the world on your own, have lots
of fun, observe, experience, make new friends and learn while traveling .
Kesari Students' Special tour will make you independent. It will show you
how to enjoy freedom with a sense of responsibility and also create
unforgettable travel memories. Parents call it as a confidence-booster.
So friends, hop on, let's go... let's explore!
SecondInningsTours
Journey
of
Celebrations
'Second Innings' are power-packed specialty tours for senior citizens.

Experience those bygone college years once again - that gossip corner, the
cutting chai, the chaos surrounding the annual day performances, bunking
lectures,
copying
filmi
styles
and
much,
much
more.....
Let your hair down and get ready to join the kesari Second Innings
49
bandwagon. It's a vacation that promises you solid masti and fun with your
favorite stars
MarigoldTours: Yatra to Spiritual Places
Marigold is the latest addition to Kesari's bouquet of speciality tours. It is

uniquely designed to help you connect to your spiritual side. Marigold tours
offers you opportunities to unwind and be touched by the rich, diverse and
cultural heritage, Along with scenic beauty and peaceful vibrations of our
country's
most
sacred
and
holy
places.
The temples of Chardham, Kashmir Amaranth Vaishnodevi and Kailas

Mansarovar
which
are
surrounded
by
the
mighty Himalayas, Shri Krishna's Mathura &Dwarka, coastal temples

Rameshwar&Somnath,
the
pious
Kashi
and
Pashupatinath or Maharashtra's Ashtavinayak and Jejuri, all these places are

enriched with spirituality and positiveness.
50
(B) VEENA WORLD (VEENA PATIL HOSPITALITY PVT LTD.)

Veena
World
is
a Mumbai,
India
based
online/offline travel
company established on 18 June 2013 after the de-merger of the family

business Veena world Tours Pvt Ltd. in February 2013. It was established by
VeenaPatil after the sell-out of her stocks along with the other directors from
the previous company. Its head office is in Mahim, Mumbai. Apart from
Mahim,
they
also
operate
offices
in Kandivali, Ghatkopar, Thane, Vashi, Dombivali, kolhapur and

Pune.
3.1 Pre-establishmentHistory
The history of Veena World can be traced out before its foundation. Its
predecessor Veena world Tours was founded in 1984 as a small family
business. By time it was transformed into a Limited and before its demerger
it had an annual Turnover of over 7.5 billion (US$110 million) in financial
year 2012/13 with 2,500 employee's
Establishment
In 2013 Veena world Tours faced a management crises in its leadership.
VeenaPatil who was Managing Director of the company at that time was
forced to leave her position from the company due to so called misuse of the
company assets. She then sold her Shares from the company and was starting
51
to set up a new firm along with the other board director from the Veena
world Tours SudhirPatil and SunilaPatil.
Under the brand name of Veena World with the motto of travel, explore,
celebrate. The Holding company VeenaPatil Hospitality was Established on
18 June 2013. Its first branch office was opened on 18 June 2013 in
Kandivali Mumbai, which was inaugurated by Raj Thackeray.
Corporate Structure
Veena World is owned by its holding company VeenaPatil Hospitality Pvt
Ltd. which is a private limited company. The head office is located
in Mahim, Mumbai and
the
booking
offices
are
also
to
open
in Mahim Kandivali Ghatkopar, Thane, Vashi, Dombivali, Vasai and Pune.

VeenaPatil is the managing director of the company,SudhirPatil and
SunilaPatil are directors. As of 2013 it is run by more than 250 employees.
Operations
The company started its operation on 18 June 2013, basically
from its Kandivali office and with more than 50 preferred
agents located all over India. Within one month after opening
of its head office, most of the offices located in Mumbai
Metropolitan Region and Pune Metropolitan Area commenced
operating.
52
3.2WhyVeenaWorld
Veena World an Indian travel company excels in domestic & international
tour packages including guided group tours, exclusive tailor-made holidays,
corporate MICE travel and inbound travel. Our vision is to provide a
pleasant experience for everyone in the family, anytime, anywhere, around
the world. Our team of extremely knowledgable and extensively travelled
professionals strives to provide the best quality service and value for our
guests.
One Line Tour Price, Always All Inclusive. No Additions - No Confusion,
No Hidden Costs.
No Advertising Gimmicks. No Optional Sightseeing. No Extra Expenses to
be paid On Tour.
Driver and Guide Tip Included in the tour price.
Guarantee of Carry Zero Money On Tour.
As per the tour category, Best Quality Hotels which are appreciated by
traveled guests.
Comfortable AC Luxury Coaches, Maximum sightseeing included.
Delicious Indian Meals, Breakfast, Lunch, Dinner -all Meals Included.
Lots of Extra Toppings like Ice cream, soft drinks... etc on tour, special
Snack Hamper at the airport.
Complimentary Bag at the time of final payment.
Lot of Entertainment On Tour, Hassle-Free Travel.
Professional & Caring Tour Leader throughout the tour.
53
Thousands of Satisfied Tourists year after year, Every Year.

Brand Range of Worldwide Tours.
Tours suitable for every duration consisting of 3 to 40 days with many
combinations.
Tours suitable for Every Budget, starting from 5 thousand to 10 lakh.
Tours for Every Lifestyle - luxury tours, upgraded tours, cost saver tours,
Tailor made Holidays.
Tours suitable for Every Age Group, from 7 to 70 years of age.
Tours Designed for Special Groups like students, seniors, honeymooners,
ladies, corporate and so on.
Pioneer of most popular Ladies Special tour My Fair Lady'
VISION & MISSION OF VEENA WORLD

Lacs of satisfied tourists.Maximum repeat guests.
Preferred company by Tourism boards, Airlines and Associates.
500 dedicated professional Veena world in offices all over and 400 exclusive
Tour Managers, to serve you.
A variety of tours all over the World, from 4 to 21 days to suit every budget.
Vision
"Veena world-The World Class Travel Company, spreading smiles and
happiness..."
Mission
"Veena world is passionately committed to Total Quality Travel, with
continual
delivery
of
value
added
services.
We uphold the highest ethical standards and believe in creating new

benchmarks in the industry."
TRUSTED NAME
54
VeenaWorld (VeenaPatil Hospitality Pvt Ltd.)

Worldwide tours at its best price.
Clear cut one line tour price.
No hidden costs.
No extra charges for stipulated sightseeing in tour programme or meals when
on tour.
Air fare, Airport taxes (except fluctuations), Visa Charges, Insurance
included.
Tips to guides and drivers included.
TRUSTED TOUR PROGRAMMES
Meticulously planned, well designed itinerary to suit everyone.
All 'Must see' sightseeing included.
More sightseeing, less bus journey, mostly no backtracking of routes.
Choice of Mono to Multi countries, Tour Dates, Days and Prices.
TRUSTED ENTERTAINMENT
See and enjoy World with Entertainment, Smiles and Laughter. Games,
Antakshari, Dance and fun on tour. Attentive, caring Tour Manager to make
the tour more enjoyable for every guest.
TRUSTED POLICIES
Transparent, Honest and Fair dealings with all.
Committed to Ethical Business Practices.
55
BRANCHES OF VEENA WORLD
Corporate Office and Sales Outlet

MahimAddress: Mahalaxmi Estate, Ground Floor, Lady Jamshedji Cross
Road No. 1, Behind Mahim Church, Near Mahim station, Mahim (West),
Mumbai, India 400016
Contact:+91 22 6147 7979
GhatkoperAddress:1 RNJ Corporate, Opp Railway Station, Jawahar Road,

Ghatkopar (East), Mumbai 400 077
Contact:+91
22
2508
5566+91
22
2508
5757
ThaneAddress:202,JeevanJyoti Arcade, B Cabin, Sane GurujiMarg,Shivaji

Nagar, Thane (West) 400 602
Contact: +91 22 2545 7777 +91 22 2545 5959
DombivaliAddress :Shreeji Arcade NX, Off.Phadke Road, Near HDFC

Bank,
Dombivali (E) 421 201
Contact:+91 251-2437979+91 251-2452777
56
VashiAddress:39, 1st Floor, A wing, BSEL Tech Park, Opp. Railway

station,
Vashi, Navi Mumbai.
Contact+91 22 2781 9696 +91 22 6675 7979
SWOT Analysis
Strength:
Mass market product with small profit margin and economic of scale to
create profit even though demographics and changing consumer trends
Training academy
Providing customized packaged tours
Personalized customer support
Online booking of packages
Offices in major cities of India
Weakness:
People expectation has changed but their packaged tour has not changed
Price of hotel is rising: no solution between cutting slim margin and rising
price to customers
Limited only to main destination spots, needs to cover more ground
Proper feedback system not in place
Opportunity:
People go on holiday more than before

Travelers want exotic destinations or short city breaks
Increase in number of tourists because of upcoming sports event
Government lending support as part of Incredible India campaign
Increase in disposable income
Threats:
Heavy Price competition & People wait till last minute for bargaining
Rising hotel rates all over the world
57
PEST Analysis
Economic
This industry thrives on the spending power of the people. The spending
power is increasing in the country as well as all over the world. This increase
in the spending power has left a good amount of idle cash in hand. This has
led to a tourism boom and more and more people are now coming into the
country with more cash and better affordability.
Social
Tourism is seen as something that will ultimately lead to the destruction of
the social fabric. It is perceived that more the number of people travelling
into a place, the more is the probability of the place to lose its identity. But
apart from that people have now started perceiving tourism as a form of
recreation. They are now more willing to go for packages like adventure
tourism to Leh and Lakshadweep.
Technology
Although it is does not seem to be great factor but it plays a major role.
Better technology has resulted in connecting many remote and unexplored
areas. On the same terms online booking and transportation facilities
provided by veena world.
58
59
CHAPTER 4
A STUDY OF COMPARISON BETWEEN
KESARI
&
VEENA WORLD
4.1BESTOFFERSbyKESARI
60
61
India Tours (April 2015 - March 2016)

H4 - SHIMLA
MANALI
H6 - SHIMLA
MANALI
H9 - MAGICAL
MANALI
8 Days 7 Hotel
Nights
8 Days 7 Hotel
Nights
6 Days 5 Hotel
Nights
HD - SHIMLA
MANALI (by
Air)
HF - SHIMLA
MANALI (by
Air)
8 Days 7 Hotel
Nights
8 Days 7 Hotel
Nights
KF - KASHMIR
VAISHNODEVI
(by Air)
6 Days 5 Hotel
Nights
7 Days 6 Hotel
Nights
K9 - KASHMIR
K7 - KASHMIR
6 Days 5 Hotel
Nights
7 Days 6 Hotel
Nights
KI - KASHMIR
(by Air)
KG - KASHMIR
(by Air)
6 Days 5 Hotel
Nights
7 Days 6 Hotel
Nights
R6 RAJASTHAN
MEWAD
S6 - KERALA
KANYAKUMAR
I
SY ANDAMAN
7 Days 6 Hotel
Nights
7 Days 6 Hotal
Nights
RF RAJASTHAN
MEWAD
(by Air)
SF - KERALA
KANYAKUMAR
I (by Air)
K4 KASHMIR
7 Days 6 Hotel
Nights
6 Days 5 Hotel
Nights
HJ - MANALI
SPECIAL(by
Air)
KD KASHMIR (by
Air)
7 Days 6 Hotel
Nights
6 Days 5 Hotel
Nights
8 Days 7 Hotel
Nights
NF - NAINITAL
MUSSOORIE
CORBETT
PARK (by Air)
8 Days 7 Hotel
Nights
7 Days 6 Hotel
Nights
K0 KASHMIR
5 Days 4 Hotel
Nights
KJ - KASHMIR
(by Air)
5 Days 4 Hotel
Nights
62
7 Days 6 Hotel
Nights
HI - MAGICAL
MANALI
(by Air)
H0 - MANALI
SPECIAL
N6 - NAINITAL
MUSSOORIE
CORBETT
PARK
K6 - KASHMIR
VAISHNODEVI
7 Days 6 Hotel
Nights
5 Days 4 Hotel
Nights
SM ANDAMAN (By
Air)
5 Days 4 Hotel
Nights
BEST OFFERS by VEENA WORLD
63
4.2 FacingNewChallengesInKesari&VeenaWorld
February 2015
Last month we explored some of the challenges that lie ahead for the world
of tourism in 2015. Among the issues that we looked at were the question of
security, health, issues of policing a few of the economic issues facing the
world of tourism and customer service challenges. This month Tourism
Tidbits exams some of the other issues that may impact the world of tourism
during 2015. It also looks at the evolving and ever-worsening terror
situation in Europe.
Tourism officials, like it or not, are going to have to confront

Europes unraveling. The recent terrorist attacks in France along with
major police raids in Belgium, the Netherlands, Greece, and the United
Kingdom combined with the Euro zones ever increasing economic problems
will present tourisms leadership with new challenges. It would be a major
mistake for tourisms leadership that mere rallies will solve what is an
endemic problem within Europe. The potential for spill over into the
American and African nations is ever present. Attacks on key tourism
centers such as airports, train stations and major attractions may have a
profound impact on tourism.
64
Visas may become a hot issue. There was a time when Europe was
not seen as a terrorist threat. As Europes demographics have changed, so
have opinions regarding visas. If visa restrictions become the norm, the
tourism industry will face a threat around the world that it long thought was
a thing of the past. Please see link at the bottom of this page for more
information on this issue.
Transportation issues. Airlines have become the business that

travelers love to hate. With the merger of airlines around the world tourism
leaders can expect higher costs and a continual downgrading of services.
Not only have airline costs continued to rise, but also there are fewer flights
to fewer places. Both Europe and the US suffer from airline personnel who
simply do not seem to care. The cost of an airline ticket is now merely an
approximation as the ticket only buys the most basic of services and then
passenger is asked to pay for additional fees for almost everything else.
Pay attention to alternative transportation modes.

Due to problems in the airline industry an eve-increasing number of travelers
are seeking alternative forms of transportation. Expect to see more people
traveling by car, rail, and if the cruise industry can control on board illness
and publicity disasters, then higher usage of sea transportation. These
transportation changes will have beneficial effects on small communities
tourism products. Rural tourism may greatly benefit from these changes.
Travel demographics are changing. The travel and tourism industry

will continue to see a wide demographic spread and determine how it will
cater to these different demographic groupings. The baby boom generation
(people born between 1946-1959) is now hitting retirement age. These
people will have the leisure time to travel, tend to deal poorly with hassles
and are prone to seek alternatives to what they consider to be unnecessary or
65
unfair travel difficulties. Both in Europe and in the US this age group may
look to alternatives means of transportation, such as road trips and rail.
New opportunities for alternative or niche travel experiences are

everywhere. Many legacy destinations will have to compete with new
travel experiences. A new generation will seek combination tourism in
which it can mix business with pleasure, short-term vacations, that embrace
long weekends, and boutique tourism experiences that are out of the
ordinary. Many of the legacy destinations will suffer from the been-theredone-that syndrome and will have to offer more conveniences or tourism
opportunities if they are to keep their status as premier destinations. Some of
the new and fast growing markets are the religious tourism market, the farmvacation market, the history seeking market, and the travel and food market.
Business travelers will expect more from hotels and transportation

companies. Business travelers around the world expect free internet and wifi services. Many business travelers now use some form of tablet rather than
a laptop computer. These people need access to free printing via the Internet,
flexible check-in and check-out times and dining options that are both
affordable and varied. Travelers will continue to seek healthy food options
and increased after work opportunities. Many business travelers also travel
with family members and seek not only to combine business with pleasure
but in the case of single fathers or mothers, need to bring their children with
them. Tourism centers must adjust to the traveling single father.
Be aware of potential economic deflation. Most of us have been

raised with the fear of inflation, but a review of the worlds chronic
unemployment or under-employment, poor economy despite world
governments statistical games can be as dangerous or even more dangerous
than inflation. Low interest rates are especially hard on the retiring baby
boomers who are dependent on fixed incomes. Deflation at first seems great
66
but as consumers hold back from making purchases in the belief that
tomorrow things will only be cheaper, the potential for economic chaos,
especially in industries that are based on discretionary income such as
tourism, becomes greater.
4.3
TO STUDY THE COMPARISON BETWEEN HONEYMOON

TOURS PRICE & SERVICES IN KESARI & VEENA
WORLD
Kesari Honeymoon Tours Price & Services
CS - ROMANTIC KERALA
20,000(Starting price per person)

07 Days 06 Hotel Nights
Kerala: Munnar 2, Kumarakom 2N, Kovalam 2N, Trivandrum.
valid from 01/04/2015 to 31/03/2016.
Day
01 :
67
Cochin - Munnar
Arrive at Cochin airport, report to coach proceed to Munnar. Arrive at
Munnar in the evening.
Day
02 :
Munnar
Enjoy speed boat ride at Mattupetty Dam. View Tea Garden, visit Echo
Point and the Eravikulam (Rajamalai) National Park.
Day
03 :
Munnar - Kumarakom
Proceed to Kumarakom. On arrival free time for relaxation.
Day
04 :
Kumarakom
Enjoy the famous Kerala Backwaters ride at Kumarakom. Visit Kumarkom
Bird Sanctuary, the main attractions are local birds like the waterfowl,
cuckoo, owl, egret, heron and the water duck, as well as the migratory
Siberian cranes. Parrots, teal, larks, flycatchers, wood beetle, and other
birds are seen here during their respective migratory seasons. Enjoy gettogether with your travel companions in the evening.
Day
05 :
Kumarakom - Kovalam
Proceed Kovalam. On arrival enjoy free time at Kovalam beach.
Day
06 :
Kovalam - Trivandrum - Kovalam

Proceed for the city tour of Trivandrum. Visit Padmanabh Swami Temple,
Raja Ravi Varma Art Gallery and Napier Museum (subject to operation).
Visit Velli Garden and enjoy speed boat ride at Velli Lake.
Day
07 :
Kovalam - Departure from Trivandrum

Board the Flight for your hometown. Tour Concludes.
Meals on Tour :
Day 1 :Lunch & Dinner
Day 2 - Breakfast, Lunch and
:
6
Dineer
Day 7 :Breakfast
Extra Topping :
Tea / Coffee / Soft Drink en-route from Cochin to Munnar.
Pineapple slice and Tea/ Coffee at Echo Point, Munnar.
Ice Cream / Tea / Coffee / Soft Drink at Eravikulam National Park.
Fruity during Backwater Ride.
Coconut water at Kumarkom Bird Sanctuary.
Dalvada& Coconut water at Kovalam Beach.
68
Banana chips at Padmanabh Swami Temple.

1 LITRE DRINKING WATER PER PERSON PER DAY.
Our Speciality :
Caring Tour Manager throughout the tour.
Reporting & Dropping :

Day 1
: Cochin airport at 08:30 am.
Day 07
: Trivendrum airport at 11:00 am & for
Y4121215 at 08:30 am.
Road Travel :
All transfers and sightseeing by A/C Coach.
Non A/C small vehicle transfer at Eravikulam National Park
Veena World Honeymoon Tours Price & Services

Honeymoon Special Kerala KLHB
Tour Code: #KLHB7 Days / 6 Nights
Holiday Type :Honeymoon Special
States:Kerala
Cities:Cochin, Periyar, Munnar
69
Valid from 01/01/13 to 31/03/16
Destinations & Night Stays
Cochin, Kerala - 2 Nights
Periyar, Kerala - 2 Nights
Munnar, Kerala - 2 Nights

Day 1 Cochin Munnar (2 Nights)
I fly Tour Guests will meet at ChatrapatiShivaji Domestic airport Mumbai as per the
schedule flight departure time and proceed to Cochin. On arrival drive to Munnar by
coach or a small vehicle. Joining and Leaving Tour Guests will meet directly at
Ernakulam Junction as per the guidelines given. Welcome to Munnar. Today we have a
short Meet n Greet session before dinner.
MealsDinner
Day 2 Munnar
Today we enjoy speed boat ride at Mattupetty Dam near Sunmoon Valley. View Tea
Garden, You can also buy a flavoured tea at Tata Tea Outlet. Later visit Echo Point and
Eravikulam (Rajamalai) National Park.
MealsBreakfast,Lunch,Dinner
Veena World TreatPineapple slice at Sun moon Valley, MirchiPakoda at Echo Point,
Tea/Coffee/ Ice Cream at Eravikulam
Day 3 Munnar Periyar (Thekkady) (2 Nights)

Today we proceed to Periyar via Nedumkamdan. On arrival enjoy the traditional
Kairali show in the evening.
MealsBreakfast, Lunch, Dinner
70
Veena World TreatTea/ Coffee at Nedumkamdan
Day 4 Periyar (Thekkady)

Today we visit Periyar Wildlife Sanctuary by boat in Periyar Lake. Free time for shopping
at Kumily Spice Village.
Veena World TreatTea/ Coffee/Soft Drink at Pullupara and Banana Wafers at Kumily
village.
Day 5 Periyar (Thekkady) Cochin (2 Nights)

Today we proceed to Cochin. En route we enjoy enjoy the famous Kerala Backwaters ride
from Alleppey to Nedumudi.
Veena World TreatTea/ Coffee/Soft Drink at Pullupara and Tetra Packed Juice during
backwater ride
Day 6 Cochin
Today we take a Harbour Cruise Ride to see the Chinese Fishing Nets followed by visit to
Jewish Synagogue, Dutch Palace and St. Francis Church at Fort Kochi. We enjoy live
Kathakali dance performance at Cochin Cultural Centre in the evening.
Veena World TreatCoconut water at Jewish Synagogue and Tea/ Coffee at Cochin
Cultural Centre.
Day 7 Departure from Cochin

Its time now to say goodbye to our tour companions. Let us be in contact with each other
through email, Facebook. And meet again on one more memorable tour. See you
all !! I Fly Tour Guests will proceed to airport as per group flight schedule. Joining and
Leaving Tour Guests will proceed to Station as per their schedule. Tour concludes.
4.4
TO STUDY THE COMPARISON BETWEEN FAMILY

TOURS PRICE & SERVICES IN KESARI & VEENA
WORLD
Kesari Family Tours Price & Services
71
R6 - RAJASTHAN MEWAD

7 Days 6 Hotel Nights
Rajasthan: Mt.Abu 1N, Udaipur 2N, Chittorgarh, Ajmer / Pushkar 1N, Jaipur 2N
valid from 01/04/2015 to 31/03/2016.
72
Day
01 :
Abu Road - Mount Abu

Arrive at Abu Road station, report to coach and proceed to Mount Abu. On
arrival visit Dilwara Temple. Enjoy the Sunset of Mount Abu and visit
Nakki Lake
Day
02 :
Mount Abu - Udaipur

Visit PrajapitaBramhakumari Ashram, Gurushikhar. Arrive at Udaipur in
the evening.
Day
03 :
Udaipur - City Tour

Visit MaharanaPratapSmarak at Moti Magri, Saheliyon Ki Bari -'Garden of
the Maids of Honour' and the famous City Palace and unique Crystal
Gallery followed by a Light and sound show. (Subject to Operation)
Day
04 :
Udaipur - Chittorgarh - Ajmer / Pushkar

Proceed to Ajmer. En-route visitChittorgarh Fort - Ranakumbha Palace,
MeeraMandir, Vijay Stambha. Later visit the Padmini's Palace. Arrive at
Ajmer. On arrival at Ajmer visit Moinuddin Chishti Dargah in the evening.
Day
05 :
Ajmer / Pushkar - Jaipur

Proceed to Jaipur, en-route visitPushkarTirth and BramhaMandir. On
arrival at Jaipur in the evening visit Birla Mandir and Sanganeri Printings
Showroom.
Day
06 :
Jaipur - City Tour

Photo stop at the Hawa Mahal-'Palace of winds'. Visit Amer Fort, City
Palace and JantarMantar. Free time for shopping in the evening. Enjoy get-
together with your travel companions in the evening.
Day 07 :
Departure from Jaipur
Meals on Tour :
Day 1
: Lunch and Dinner
Day 2-6 : Breakfast, Lunch and Dinner
Day 7
: Breakfast
Extra Topping :
Frooti at Abu Road Station
Bhutta(Corn) at Nakki Lake
Lays at Gurushikhar
PyaazKachori at Udaipur
Tea / Coffee / Soft drink / Lassi at Saheliyon Ki Bari
Kachori, Tea / Coffee / Soft Drink at Chittorgarh
Tea / Coffee / Soft Drink at Birla Mandir, Jaipur
MatkaKulfi at JantarMantar
1 LITRE DRINKING WATER PER PERSON PER DAY.
Our Speciality :
Caring Tour Manager throughout the tour
Reporting & Dropping :

Day 1
: Abu Rd. Stn. At 10:30 am.
Day 7
: Jaipur Station at 01:00 pm.
Road Travel :
All transfers and sightseeing by A/C Coach
73
Veena World Family Tours Price & Services

Rajasthan Mewad RJSP
Tour Code: #RJSP

8 Days / 7 Nights
Departure Dates
Holiday Type :Family
States:Rajasthan
Cities:Mount Abu, Udaipur, Ajmer / Pushkar, Jaipur
74
Valid from 01/01/13 to 31/03/16
Destinations & Night Stays
Mount Abu, Rajasthan - 2 Nights
Udaipur, Rajasthan - 2 Nights
75
Ajmer / Pushkar, Rajasthan - 1 Night
Jaipur, Rajasthan - 2 Nights
Day 1 Mount Abu(2 Nights)

I fly Tour Guests will meet at ChatrapatiShivaji Domestic airport Mumbai as per the
schedule flight departure time and proceed to Ahmedabad. On arrival they will drive to
Mt. Abu by coach or a small vehicle. Joining and Leaving Tour Guests will meet
directly at Mt. Abu station as per the guidelines given. Welcome to Mt. Abu the famous
hill station in Aravali ranges. Today we enjoy the Sunset of Mount Abu and also we visit
the picturesque Nakki Lake.
MealsDinner
Veena World TreatFulfil your snack with crunchy Bhutta(Corn) at Sunset Point.
Day 2 Mount Abu

Today explore the city of Mt. Abu. We visit PrajapitaBramhakumari Ashram followed by
Gurushikhar which is the highest point of the Aravalli Range in Rajasthan. Later we visit
world famous Dilwara temple know for the best carvings in Rajasthan .Free time for
shopping in the evening. We have a short Meet n Greet session before dinner.
Veena World TreatTea / Coffee at Gurshikhar.
Day 3 Mount Abu Udaipur ( 2 Nights)

Today we proceed to Udaipur also called as The city of Lakes. En route we visit
Haldighati museum. We also visit Nathdwara.
Veena World TreatSaffron tea at Nathdwara
76
Day 4 Udaipur
Today we explore the city of Udaipur .We visit MaharanaPratapSmarak Moti Magri,
Saheliyonki Bari- Garden of the Maids of Honour, City Palace. Enjoy the boat ride in
Lake Pichola also visit Jag Mandir and the unique Crystal Gallery followed by a Light
and Sound Show in the evening.
Veena World TreatTea / Coffee, Moong Kachori and Lassi at Saheliyonkibari, Tea /
Coffee / Soft Drink at Crystal Gallery
Day 5 Udaipur Chittorgarh Ajmer /Pushkar (1 Night)

Welcome to Ajmer, one of the most sacred spiritual place of Rajasthan .En-route we visit
Chittorgarh Fort Ranakumbha Palace, MeeraMandir, Vijay Stambha and Padminis
Palace. Later we visit Moinuddin Chishti Darga at Ajmer.
Veena World TreatPyajKachori and Tetra Pack Juice at Chittorgarh
Day 6 Ajmer / Pushkar Jaipur (2 Nights)

Welcome to Jaipur, the capital of the State and known as Pink City of India. Today en
route we visit BramhaMandir, the temple is one of the few existing temples of India
dedicated to the Hindu creator- lord Brahma followed by PushkarTirth.
Veena World TreatMalpua, Tea/ Coffee / Soft Drink at Pushkar
Day 7 Jaipur
Today we explore the city of Jaipur. We take a photo stop at the Hawa Mahal-Palace of
winds and we also visit Amer Fort, City Palace, Birla Mandir, Sanganeri printing
showroom, and JantarMantar. Free time for shopping in the evening. Enjoy get together
with your travel companions in the evening.
77

Veena World TreatMatkaKulfi at JantarMantar, Tea / Coffee / Soft Drink at Amer
Village
Day 8 Jaipur Departure to hometown

Its time now to say goodbye to our tour companions. Let us be in contact
with each other through email, Facebook. And meet again on one more
memorable tour. See you all!! I Fly Tour Guests will proceed to airport as
per group flight schedule. Joining and Leaving Tour Guests will proceed to
station as per their schedule. Tour concludes.
78
Chapter 5
5.1 RESEARCH METHODOLOGY
In order to conduct the research an appropriate methodology become
necessary. The information provided in this project has been collected from
various sources.
The data- the material for the project has been collected keeping in view the
objective of a project and accordingly data has been found out from the
following two sources.
Primary Data
The primary data has been collected by conducting interview with company
manager and employees.
Secondary Data
The primary data has been collected referring the various books, websites,
magazines and other sources related to project and company.
79
RECOMMENDATION for KESARI

Taking any one competence alone will lead to a dysfunctional business. One
competence does not Tourism Industry make.
Successful mass customization is crucial to reducing customer acquisition
cost and improving the cross selling capacity.
Channels are a delivery mechanism. The effectiveness of the mechanismis
achived when it is faultless!
Tourism industry, the most exiting strategies that emerged from tourism
revolution of the nineties, is today fast emerging one of the most important
strategies.
A well executed customer Relationship Strategies can result in number of
quantitative benefits,including greater ability to sell and cross sell.
Tourism industry is do-able. However the following must take into
consideration before embarking upon its implementation.
All aspects of Tourism Industry, including Technology solution, must be
fully explored effectively delivry the competencies required to realize the
business benefits.
80
RECOMMENDATIONS for VEENA WORLD

Provide updates and feedback on sustainable tourism initiatives, priorities,
achievements and progress
Highlight activities, timing, methods, partners and challenges in undertaking
sustainable tourism initiatives
Allow CTO to track, measure and monitor member countries progress and
assess their changing priorities
Encourage more effective networking,communication, info, idea and
solution sharing Engender the sense that ownership of the outcome belongs
to all member countries
All aspects of Tourism Industry, including Technology solution, must be
fully explored effectively delivry the competencies required to realize the
business benefits.
CONCLUSION
81
Thus from the above discussion it is very evident that tourism should be
developed as a common endeavor at the cenral& state level and by public
sector undertakings. Tourism is a labour intensive sector that can help reduce
poverty by creating jobs, especially in the rural areas, inceits ensures
minimal use of natural resources & optimal utilization of manpower &
expertise.
A proper streamlined method of attracting tourist should be undertaken.
Tourist office should be developed throughout the country & tourist
information should be provide.
Unfortunately, the Indian travel & tourism industry has not conducted itself
very responsibly. In most parts of the world, an economically sustainable
sales & pricing policy is followed, where travel agents are the real partners
& share in the cost of hardware & software used. This encourages them to
use their resources more efficiently.
BIBLIOGRAPHY
Websites1. http://www.google.com
2. http://www.kesari.in
3. http://www.veenaworld.com
82
Magazines And Books 1. Kesari Brochure 2015-16

2. Veena World Brochure 2015-16
3. Express Trevel and Tourism

The Objectives Of The Study Are As Follows :
1) While recruiting the semi skilled & skilled employees, what is the
basic qualification required ?
For Semi Skilled
1)
2)
3)
4)
83
Non - S S C
SSC
12TH Std
Graduation
For Skilled
1) Graduation
2) Post Graduation
3) Other Degrees or other Certificate
4) Docterate
2) Whether the training is provided to all the recruited employees?

Yes
No
3) How the training is provided ?

Inhouse
On the
field

1) Whether the performance of the employees is
analized?
Yes
No
2) What is the duration of training programe ?

Reguler
Periodic
3) Whether the employees are statisfied after the training?

Yes
No

1. Whether the performance appraisal is done?
Yes
No
2. If the performance appraisal is poor then the employees are continued

Yes
84
No
3. If the employees with good apprailsal are rewared?

Yes
No

1. Whether the anuual turnover is considered to know the success of
company?
Yes
No
2. Whether the globalization is affects the training & development?

Yes
No
To understand if training and development is based on organization

marketing strategy
1. Are marketing aspects covered in training & development?
Yes
No
2. Is training and development needed for marketing strategies?

Yes
No
3. Will the training and development be useful for implementing the

marketing strategies?
Yes
No

1. Is there an effective feedback system in company?
Yes
85
No
2. Is the feedback system having an impact on the performance of the

company?
Yes
No
3. Is there a need for a better feedback system in company?

Yes
No

The Objectives Of The Study Are As Follows:
1) Is there any training program for the skilld and unskilled employees?
Yes
No
2) Does employee gives response for training programe?

Yes
No
3) Are there any criterias for selecting the employees after the training?
Yes
No
86
1) Is there any performance apprisal system for the

employee evaluation?
Yes
No
2) Is Performance appraisal done annually or quarterly?

Yes
No
3) At the end of the year do you find that 75% employees

have made progress after the first performance appraisal?
Yes
No

1) Have you employeed any TQM tools in the company?
Yes
No
2) Do you use survey method or email questioner method to

deduct the quality imporoment of employee?
Yes
No
3) Have you taken ISO standardnization ?

Yes
No
87
1) Do you counduct traing & development programe

quarterly?
Yes
No
2) Do you provide any special training for slow learners?

Yes
No
3) Do you have any training and development programe for

physically challenged?
Yes
No
4) In compare to forein travel companies is the turn out of

the company in Mumbai satisfactory?
Yes
No
To understand if training and development is based on organization

marketing strategy
1) Is your training and development programe based on the
organization marketing strategy?
Yes
No
2) Is your training and development programe affected by

Indian organizational marketing strategy?
Yes
88
No

1) Is there any feedback system?
Yes
No
2) Is the feedback system effective?

Yes
No
3) Is the feedback system done by mannualy or through email?

Yes
No
4) Is the feedback system according to vision and mission of the company?

Yes
89
No

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A PROJECT REPORT

AND DEVELOPMENT PROCESS,EFFECTIVENESS AND

OBJECTIVES OF THE STUDY

The Objectives Of The Study Are As Follows :

To Study The Training process

To know the role of training and development in company success

This research provides me with an opportunity to explore in the field of

4.2 Facing New Challenges

Analysis & Interpritation of data

Chapter Conclusion & suggestions

1.2 NEED & IMPORTANCE OF TRANING AND

To transform our company into a learning organization and encourage a

1.3 Ways/Methods of Training

a simple and cost-effective training method. The inproficient as well

A. On-the-job training Methods:

in direct association with and also under the directsupervision of their

B. Off-the-job Training Methods:

(b) Case Study:

items. Now the trainer is asked to prioritise the decisions to be made

5 Steps to Creating Effective Training Programs

2) Set Organizational Training Objectives: The training needs assessments

In 1976 Tourism Society of England defined it as "Tourism is the temporary,

2.5 Types of TourismTourism can be classified into the following types:

AdventureTourism-Adventure tourism is an outdoor activity that generally

Top 10 Challenges for Tourism Growth in IndiaChallenges-

Various challenges/issues faced by the domestic travel and tourism industry

Lack of proper infrastructure

different nature of services. The additional three Ps in tourism are people,

The cost of running the business;

flights and books them. The customers ticket/booking references arrive by

(A) Kesari Tours & Travels: Despite late start KesariPatil

After completing diploma training from SP College in Pune, he added

Kesari Honeymoon group tour is one of our most successful offerings.

3.2 Why Kesari..

Snack Hamper at the airport.

3.3VISION& MISSION OF KESARI TOURS

We uphold the highest ethical standards and believe in creating new

Professional services with a Personal touch.

Transparent, Honest and Fair dealings with all.

BRANCHES OF KESARI TOURS- The Kesari Company is the One of the

Kesari, 314, L.J. Road, Mahim,

88, M.G.Road, Naupada,

Mumbai - 400016 India.

Tel : +9122 - 24332222/24326060.

Tel : +9122 - 25330000

Fax : +9122 - 24322020

Fax : +9122 - 24322020

6 & 7, Dream House,

Chandavarkar Lane, Borivali (W),

Sector - 17, Vashi,

Navi Mumbai - 400703,

Tel : +9122 - 28939999/ 4400/ 4411 Tel : +9122 - 27809999/7777/4444

People go on holiday more than before

Heavy Price competition&People wait till last minute for bargaining

MyFairLadyTours: Popular Ladies Special Tours-

In life, which is full of busy schedules, meeting deadlines and breathlessly

'Second Innings' are power-packed specialty tours for senior citizens.

MarigoldTours: Yatra to Spiritual Places

Marigold is the latest addition to Kesari's bouquet of speciality tours. It is

The temples of Chardham, Kashmir Amaranth Vaishnodevi and Kailas

mighty Himalayas, Shri Krishna's Mathura &Dwarka, coastal temples

Pashupatinath or Maharashtra's Ashtavinayak and Jejuri, all these places are

(B) VEENA WORLD (VEENA PATIL HOSPITALITY PVT LTD.)