...The Oberoi Group The Oberoi Group, founded in 1934, operates 28 hotels and three cruisers in five countries. The Group is also engaged in flight catering, airport restaurants, travel and tour services, car rentals, project management and corporate air charters. Oberoi Hotels & Resorts is synonymous the world over with providing the right blend of service, luxury and quiet efficiency. Internationally acclaimed for all-round excellence and unparalleled levels of service, Oberoi hotels and resorts have received innumerable awards and accolades. CRM at Oberoi The Oberoi Hotels, having identified two customer segments, operate under two brands. These separate chains of hotels cater to the differing needs of the different segments of customers that the group targets. The chains of hotels are: • Trident Hotels: Trident hotels are five-star hotels. They combine state of the art facilities with dependable service in a caring environment, presenting the ideal choice for business and leisure travellers. At present there are nine Trident hotels in India. These are located in Mumbai at Bandra Kurla and Nariman Point, Gurgaon (Delhi National Capital Region), Chennai, Bhubaneshwar, Cochin, Agra, Jaipur and Udaipur. The Oberoi Group also operates a Trident hotel in the Saudi Arabian city of Jeddah. • Luxury Oberoi: The last decade has witnessed the debut of new luxury Oberoi leisure hotels in India and abroad. In India, these hotels include The Oberoi Rajvilas, Jaipur; The Oberoi Amarvilas...
Words: 310 - Pages: 2
...The Media and its Social Responsibility Media empowerment is a sign of true democracy, a medium to communicate with the youth and the entire world. Media definitely has a responsibility on its shoulders, which is to guide the people. People have blind faith in the media and they are convinced that what they hear or what the media has declared is correct. But have we ever deliberated over the fact that media can also be selfish? The truth is that in this competitive world – the media is also a victim. The media has exposed our very own celebrities whom we normally idolise. Thanks to the media, we got the true picture of these celebrities who have shamelessly indulged in wrong doings. If this be true, then why do we blame the media for interfering in their lives? It is their duty to expose the people. Once a person is a celebrity, his life or his actions definitely make the news, then why do they forever crib and blame the media? The Casting Couch is a ubiquitous phenomenon in many industries. As an average reader, we may already know that it exists in the film industry. If you ever had any doubts after all those newspaper articles, gossip magazine stories during the last couple of decades, which featured the infamous casting couch – India TV and Suhaib Ilyasi have definitely convinced the public that it is indeed in existence. Thanks to the media, we now know that there exists an industry where you have beautiful people, aggressive bosses and ambitious new entrants – yes, the...
Words: 749 - Pages: 3
...Dynamics CRM CASE 2 VIDEO CASE Systems SUMMARY: Evolution Homecare used Microsoft Dynamics CRM to improve delivery of its home health services. Benefits have included productivity improvements, enhanced inventory management, better resource planning, and more effective reporting. L= 5:14 URL http://www.youtube.com/watch?v=JgCz9tfcXV0 CASE For people with serious illnesses, many procedures must be performed in medical facilities like hospitals and skilled nursing homes. But it is also possible to deliver medical-related services in a home setting using a home health-care service. In most cases, it is much more economical to be treated at home, and recent studies show that patients receiving healthcare services who are surrounded by their family and friends make faster progress. Home health care may include skilled nursing in addition to speech, occupational and physical therapy. It also includes monitoring the patient’s prescriptions and sometimes assistance with household chores. In the United Kingdom, Evolution Homecare is a leading provider of home health-care services, with special expertise in the supply and administration of critical medicines to patients in their homes. Evolution Homecare is part of the Celesio Group, which is one of the leading trading companies and service providers within the pharmaceutical market worldwide. The company services the entire United Kingdom. continued Chapter 9 , CASE 2 EVOLUTION HOMECARE AND MICROSOFT DYNAMICS CRM 2 Evolution’s...
Words: 941 - Pages: 4
...The Oberoi Group The Oberoi Group, founded in 1934, operates 28 hotels and three cruisers in five countries under the luxury ‘Oberoi’ and five-star ‘Trident’ brands. The Group is also engaged in flight catering, airport restaurants, travel and tour services, car rentals, project management and corporate air charters. Oberoi Hotels & Resorts is synonymous the world over with providing the right blend of service, luxury and quiet efficiency. Internationally acclaimed for all-round excellence and unparalleled levels of service, Oberoi hotels and resorts have received innumerable awards and accolades. A distinctive feature of The Group’s hotels is their highly motivated and well trained staff who provide exceptionally attentive, personalised and warm service. The Group’s new luxury hotels have established a reputation for redefining the paradigm of luxury and excellence in service amongst leisure hotels around the world. Trident hotels are five-star hotels that have established a reputation for excellence and are acknowledged for offering quality and value. These hotels combine state of the art facilities with dependable service in a caring environment, presenting the ideal choice for business and leisure travellers. At present there are nine Trident hotels in India. These are located in Mumbai at Bandra Kurla and Nariman Point, Gurgaon (Delhi National Capital Region), Chennai, Bhubaneshwar, Cochin, Agra, Jaipur and Udaipur. The Oberoi Group also operates a Trident hotel in...
Words: 1136 - Pages: 5
...Table of Contents Section Title of Section Page(s) I. Executive Summary 2 II. Brief History of Microsoft Corporation 2 III. History of Microsoft Customer Relationship Management Software 3 A. Timeline 3 B. Additional Information on MS-CRM Dynamics 2011 3 IV. Common Business Issues 3-6 V. Proposed Solution 6-7 VI. Recommendations for Executive Committee 7-8 VII. Attachments 8-15 A. References 8-9 B. Supplemental Materials 9-15 I. Executive Summary Especially true in today’s global economy, time is money and cost is the most volatile aspect of management. Efficient software solutions are an integral aspect of forward-thinking organizational management. The top competitors to Microsoft in the Customer Relationship Management (CRM) sector are Oracle and SalesForce.com. This document will analyze deploying Microsoft’s CRM solutions in any company wishing to maintain a competitive advantage in the current economy and technological realm. II. Brief History of Microsoft Corporation As can be read in an analytical Excel document we created in August of 2011: In 1975, Gates and Allen form a partnership called Microsoft. Like most start-ups, Microsoft begins small, but has a huge vision—a computer on every desktop and in every home. In June 1980, Gates and Allen hire Gates’ former Harvard classmate Steve Ballmer to help run the company. Starting with a new operating system named "MS‑DOS," their hard work revolutionized daily office work into what will eventually...
Words: 1509 - Pages: 7
...ProLiant ML350 GEN 8 B. 140 HP Z230 Workstation Computers C. 12Motorola Mc9190-Z RF10 Readers II. Software and Applications A. Microsoft Dynamics AX (ERP) B. Microsoft Dynamics CRM (CRM) C. PBL Scorecard (DSS) III. Security A. Wireless MAC Authentication B. IDS C. Network Access Control (ADS) Riordan needs to ensure that the new system integrates procedures for collecting, storing, maintaining, retrieving and validating data that flows in the organization. The proposed system will streamline departmental procedures and actions while keeping accurate data from the warehouse, personnel, payroll, HR, and all other departments. I am proposing that we replace the existing servers at all four locations and install 3 HP ProLiant ML350 GEN8’s at each location. One server at each location will be used as a backup in case of outages or maintenance. We will also replace all of the end user desktops with HP Z230 workstation computers. This will ensure that everyone will be using the same hardware and software to simplify training and repairs by the IT department. We will also be purchasing 12Motorola Mc9190-Z RF10 Readers for the warehouse and shipping departments as well as Android based tablets for traveling sales people. Our software choice will be a Microsoft packages. There is a separate package for our CRM and ERP. We will also implement a DSS system provided by PBL...
Words: 433 - Pages: 2
...LDEN/063 IBS Center for Management Research MS Oberoi and His Legacy This case was written by Nitya Iyer, under the direction of Debapratim Purkayastha, IBS Center for Management Research. It was compiled from published sources, and is intended to be used as a basis for class discussion rather than to illustrate either effective or ineffective handling of a management situation. 2009, IBS Center for Management Research. All rights reserved. To order copies, call +91-8417-236667/68 or write to IBS Center for Management Research (ICMR), IFHE Campus, Donthanapally, Sankarapally Road, Hyderabad 501 504, Andhra Pradesh, India or email: info@icmrindia.org www.icmrindia.org LDEN/063 MS Oberoi and His Legacy “My life has been achievement-oriented. I started off as a coal clerk at the Cecil Hotel in Simla. But I always had dreams and I worked my way at fulfilling those dreams.”1 MS Oberoi, the Founder of the Oberoi Group. “His [MS Oberoi’s]legacy isn’t just the hotels. His life has been a living example that nothing is impossible. Persistence brings success. His legacy is for the world to see and learn.”2 -Sanjiv Malhotra, Vice-president, Oberoi Towers, Mumbai, September 2001. “I have great respect for the professionalism of Oberoi Hotels. To me, both the hardware and software components are equally important in a complete hotel product and the Oberoi brand excels in both. P R S Oberoi stands for uncompromising quality like his late father and in this country at least...
Words: 10980 - Pages: 44
...stay in the future and recommend your hotel to others. The Oberoi hotels promises to create what they define as an "Oberoi Experience that stays with you long after your holiday ends" by using the 7P's as under: Product: The Oberoi hotel offers the guests Spa facilities, a priceless feeling of relaxation and peace, which can't be seen but only experienced. Pool side dinners, Junior chefs for the kids to learn to bake cookies, block printing classes, yoga classes, the romance of Rajputana- renewal are vows are some of the extraordinary services offered by the Oberoi. All these services offer a unique experience for different segments of customers, thus utilizing the tangibles to create an intangible one of its kind experience. Place: Serene Surroundings with unparalleled views for which the Oberoi hotels is trademarked adds on the intangible experience of the visitors. Price: Stay 5 nights, and get a complimentary night for free. With this policy of the Oberoi, the guests feel wanted and welcomed. When a luxury comes for free, what you get back is enormous guest satisfaction and loyalty. Promotion: "India by Oberoi" campaign promises India in luxury at exotic locations which invokes a feeling of excitement to explore and a welcoming gesture for the tourists. Physical Evidence: Bearing a blend of traditional and colonial style, the rooms are done up with traditional Indian art and handicrafts. The stay at Oberoi ensures that there is no compromise on luxury, so a perfect...
Words: 1349 - Pages: 6
...Customer relation management (CRM) Topic- Comparative analysis of CRM tools in Hospitality industry ACKNOWLEDGEMENT We would like to express our gratitude toward Mrs. Vandana Ahuja ma’am for her kind co-operation and encouragement which helped us in completion of this project. We would also like to express our special gratitude and thanks to industry persons of Taj and Oberoi group of hotels for giving us such attention and time. Our thanks and appreciations also go to our colleagues in developing the project and people who have willingly helped me out with their abilities. * Group members INDEX 1. CRM introduction 2. Architecture of CRM 3. Hospitality industry 4. Classification of industry 5. Top players in India 6. Challenges for hospitality industry 7. Customer management in hotel industry 8. Research framework 9. Technology and CRM 10. CRM software for the hotel industry 11. CRM in Oberoi hotels 12. CRM in TAJ hotels 13. CRM implementations 14. Conclusion 15. Recommendation 16. Bibliography CRM INTRODUCTON Customer satisfaction is a business philosophy which tends to the creation of value for customers, anticipating and managing their expectations, and demonstrating ability and responsibility to satisfy their needs. Qualities of service and customer satisfaction are critical factors for the success of any business. Enterprises exist because they have a customer to serve. The key to...
Words: 9495 - Pages: 38
...CRM IN HOTEL INDUSTRY WELCOMGROUP MAURYA SHERATON Customer Service is now more fashionably called Customer Relation Management. ITC Maurya Sheraton has been following an unstructured form of CRM with a narrow focus of serving the customer well and in a most efficient manner. The concept of Customer Relationship Management has a broader focus of not only serving the customer but also creating the customer and retaining him for measurable and substantial returns. CRM is a vast subject where the concept of one to one marketing is supported by Database Marketing. MAURYA SHERATON DEFINES CRM AS “Customer Relationship Management is a process of managing customer relations in an organized way”. They aim at managing “each moment of truth” that is experienced by the customer. According to Mr Hariharan there are various contact points where the hotel comes in direct contact with the customer which are known as ‘Touch points’ in the CRM language. These touch points are considered important as there is direct interaction with the customer and they provide valuable input to the hotel. The input provided by the customer has to be captured in such a way that it becomes information and can be used by various processes within the hotel. This can be done with the help of technology and the aim is that whenever there is a customer interface with any of FIELD PROJECT CRM IN HOTEL INDUSTRY those processes they are able to use that information...
Words: 7278 - Pages: 30
...AUDI CRM Approach: • Data Cleaning and Profiling: o Regular Happy calling to existing customers o Email campaigns with offers ( free gifts) for completing / updating the data o Newsletters with data updation forms (BRE) o Regular emails to customers with product information and customer information with options to update the same. • Lead management: o Marketing Campaigns for existing and potential customers for generating leads and pass on the same to respective dealers o Tie-ups with Carwala.com and other car vendors for managing the leads for new, used and exchange of cars • Loyalty and Engagement Program: o Still in implementing phase in India (My Audi). o Offers and discounts on upgrading and availing services. o Referrals program with Oberoi group of hotels. o Affiliation and coalition marketing with Luxury brand. o Invitations to events like: golf tournaments, high tea, vine and whiskey tasting, F1 racing, road trips and tournaments • Newsletter: o Monthly online newsletter with new product / launch / dealer / services / event information. o Links to all updated social web page (facebook, twitter, YouTube) • Reports: o Monthly basis data health and cleanup reports o Dealership performance in terms of leads provided thru various campaigns and sales Challenges: • Dealership runs CRM activities at their own local level with their customers and potential customers • Difficult to get the data from Dealership as they are really reluctant to share the...
Words: 502 - Pages: 3
...so-called 'bench' consisting of engineers who are not working on any active projects has increased by at least seven percentage points at TCS, Infosys BSE -0.31 % and Wipro, analysts said. Industry executives and analysts are of the view that the swelling bench could shave off up to 150 basis points from operating margins in the coming quarters. Onsite utilisation rates, or the proportion of engineers in client locations assigned to billable projects, have fallen to below 90 per cent from 97 per cent at the beginning of the year. A senior industry executive, who works closely with large IT companies, said that up to 18 per cent of onsite staff are sitting idle at some firms. Also Read Grocers queue up for slice of Kishore Biyani's empire Oberoi Chairman to diversify the 78 yr old brand Economic reforms, global liquidity to keep stock mkt on a high "Onsite bench size has swollen across large IT firms," said Hitesh Shah, director of equity research at Mumbai-based brokerage IDFC Securities. "With every contract won, companies hired more local staff, but they...
Words: 1048 - Pages: 5
...International Journal of Educational Research and Technology Volume 3 Issue 2 June 2012: 86 - 96 ISSN 0976 - 4089 www.soeagra.com/ijert/ijert.htm © Society of Education, India IJERT Original Article Marriott India: Managing Its Hospitality through Gearing Service Quality Shikha Singh, Dinesh Kumar, Nilosha Sharma Bahadur Shastri Institute of Management, Delhi Nurture Education Solutions Private Limited, MBA College, Gujarat University, Ahmedabad Email: shikhabirsingh@gmail.com , dineshkumar.kumar02@gmail.com, niloshasharma05@gmail.com 3i1,2Lal ABSTRACT The Marriot group of Hotels launched back in 1983 are one of the largest brand and the world’s 12th largest lodging chain.1 The Marriott had around 8,000 hotels worldwide. The company operated and have franchisees under the brand names Marriott, JW Marriott, The Ritz-Carlton, Renaissance, Residence Inn, Courtyard, TownePlace Suites, Fairfield Inn, SpringHill Suites and Bulgari. The Marriott group in India has being focusing on its quality of service delivered and the various other factors like customer satisfaction. The case highlights the journey of Marriott group and the various services provided by Mariott. The case also discusses the various challenges upcoming for Marriott group in India related to customer service and customer satisfaction. Pedagogical Objectives The case study helps to understand and analyse: 1. The dynamics of Indian service Industry/Hospitality Industry 2. Challenges and Opportunities for...
Words: 5911 - Pages: 24
...IIBM Institute of Business Management Business Communication www.iibmindia.in SYLLABUS Business Communication S. No. Description 1 Communication in Business Organizations: Introduction; Meaning of Business Communication; Types of Information Exchanged in Business Organizations; Role of Communication in Business Organizations; Importance of Communication in Management of Business Organizations; Scope of Communication in Organizational Setting; Characteristics of Effective Business Communication; Ethical challenges and Traps in Business Communication; Role of Communication in Three Managerial Roles Defined by Henry Mintzberg 2 Nature, Scope and Process of Communication: Introduction; Defining Communication; Nature of Communication; Objectives/Purpose of Communication; Functions of Communication; Process of Communication; Elements of Communication Process; Process of Communication: Models; Thill and Bovee‘s Model of Communication Process; Working of the Process of Communication; Forms of Communication; On the Basis of Expression/Medium Used; On the Basis of Organisational Structure; On the Basis of the Number of Persons 2.13 (receivers); On the Basis of Direction/Flow of Communication 3 Channels and Networks of Communication: Introduction; Channels of Communication; Communication Flow in Organizations: Directions/Dimensions of Communication; The Concept of Ombudsperson; Patterns of Flow of Communication or Networks; Factors Influencing...
Words: 152539 - Pages: 611
...ETIHAD AIRWAYS Assignment I Contents INTRODUCTION 2 BACKGROUND 3 ETIHAD’S CORE VALUES 4 COMMITMENT 4 VISION AND MISSION 5 HISTORY 6 LOYALTY PROGRAM 6 FINANCIAL PERFORMANCE 9 FINANCIAL POSITION 9 FINANCING ACTIVITIES 11 EXTERNAL ENVIRONMENT 11 GENERAL ENVIRONMENT 12 EXTERNAL ENVIRONMENT ANALYSIS 41 INDUSTRY ENVIRONMENT ANALYSIS 44 1. Porter's 5 forces model 44 COMPETITOR ANALYSIS 65 INTERNAL ENVIRONMENT 68 COMPETITIVE ADVANTAGE 90 VALUE CHAIN ANALYSIS 92 IMPORTANT ENVIRONMENTS THAT ETIHAD NEEDS TO BE AWARE OF: 108 ARE THE VISIONS AND MISSIONS CLEAR AND MEASURABLE? 110 REFERENCES 111 INTRODUCTION Strategic management is the comprehensive collection of ongoing activities and processes that organizations use to systematically coordinate and align resources and actions with mission, vision and strategy throughout an organization. Strategic management activities transform the static plan into a system that provides strategic performance feedback to decision making and enables the plan to evolve and grow as requirements and other circumstances change (Dess, Gregory G., G.T. Lumpkin and Marilyn L. Taylor, 2005). Our group decided to work upon Etihad Airways, the flag carrier airline for United Arab Emirates. The name ‘Etihad’ is derived from an Arabic word which means ‘union’. In addition to its main activity of passenger transportation, Etihad controls Etihad cargo and holidays. Aside from that, they have stakes in many other airlines...
Words: 32010 - Pages: 129
