A

PROJECT REPORT
On

“RECRUITMENT AND SELECTION PROCESS OF CAFÉ COFFEE

DAY”
Submitted towards Partial Fulfillment of

BACHELOR OF BUSINESS ADMINISTRATION

(AFFILIATED TO C.C.S. UNIVERSITY, MEERUT)

(2021-2023)

UNDER THE GUIDANCE OF

Submitted to: Submitted By:

MS. SHIKHA CHAUDHARY KASHISH SAINI

(faculty of management) Roll No. 200975105008

BBA- V SEM

KISHAN INSTITUTE OF INFORMATION

TECHNOLOGY, MEERUT
 CERTIFICATE

This is to certify that the report titled “RECRUITMENT AND SELECTION

PROCESS OF CAFÉ COFFEE DAY” being submitted by KASHISH SAINI

Roll No. 200975105008, in partial fulfilment of the requirements for the award of the

Degree of Bachelor of Business Administration, is a bonafide record of the project

work done by DIVYA PAL of BBA Department, KISHAN INSTITUTE OF

INFORMATION TECHNOLOGY, MEERUT.

MS. SHIKHA CHAUDHARY Dr. AAKASH CHABAQUE

(Faculty of Management) ( Director )

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 STUDENT DECLARATION

I am KASHISH SAINI student of B.B.A. – V Sem, KITE, Meerut here by declares that the

project report titled “RECRUITMENT AND SELECTION PROCESS OF CAFÉ

COFFEE DAY.” is completed and submitted under the guidance of “Ms. SHIKHA

CHAUDHARY, FACULTY OF MANAGEMENT , KITE , MEERUT” is my original

work.

The imperial finding in this report is based on the data collected by me. This project has been
submitted to CCS, University , Meerut or not any other university for the purpose of
compliance of any requirement of any examination or degree.

KASHISH SAINI

Roll No. 200975105008

BBA- V SEM

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 ACKNOWLEDGEMENT

I take this as an opportunity to thank with bottom of my hear all those without whom the

journey of doing my project would not have been as pleasant as it has been to me. Working

on my project was a constant learning experience with all sweat and tear which was its due

but not without being richly stimulating experience of life time.

I am very thankful to Ms. SHIKHA CHAUDHARY, FACULTY OF MANEGEMENT,

KITE , MEERUT for giving me their valuable advice and guidance towards fulfillment of

the project

For any project to be a success, it is very important to get the right guidance and support

which I got from my Ms. SHIKHA CHAUDHARY, FACULTY OF MANAGEMENT,

KITE , MEERUT. I express my gratitude to my faculty guide for inspiring me throughout

the project.

I want to express my deep gratitude to our institution KITE Meerut , for giving me the

opportunity to undertake this project and enhance my knowledge.

Finally I would like to convey my heartiest thanks to all my well wishers for their blessing

and co-operation throughout my study. They boosted me up every day to work with a new

and high spirit.

KASHISH SAINI

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 TABLE OF CONTENT

CHAPTERS

1. Introduction 06
2. Company Profile 08
3. Human Resoursce 30
3.1 Recruitment & Selection
3.2 Sources of Recruitment
3.3 Recruitment & Selection Process for Store Manager
3.4 Training And Development
3.5 Employee working hour
3.6 Employee code of conduct
3.7 Promotion Policy
3.8 Performance Appraisal
3.9 Employee Turnover & Retention
3.10 Accommodation

4 Recruitment & Selection in Procedure in Café Coffee Day 39

5 HRM in Café Coffee Day 48
6 Objective of the Study 52
7 Research Methodology 54
8 Data Analysis 56
9 Finding 76
10 Conclusion 78
11 Recommendation & Suggestions 80
12 Bibliography 85
13 Questionnaire 87

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 INTRODUCTION

Recruitment is the discovering of potential applicants for actual or anticipated organizational

vacancies. Certain influences constrain managers in determining recruiting sources such as
image of the organisation, internal policies, attractiveness of the job, union requirements,
government requirements and recruiting budgets.

Popular sources of recruiting employees include internal search, advertisements, employee

referrals, NGO‟s, skill development institutes, orphanages, schools, colleges and universities,
and casual or unsolicited applicants. In practice, recruitment methods appear to vary
according to job level and skill but is done cost effectively.

Proper selection can minimize the costs of replacement and training, reduce legal challenges,
and result in more productive workforce. The primary purpose of selection activities is to
predict which job applicant will be successful if hired. During the selection process,
candidates are also informed about the job and the organisation.

The discrete selection process would include the following: initial screening interview,
completion of the application form, Group discussions, personal interview with HR
Executives and the with respective Area Manager, background investigations, physical
examination and final employment decision. In the discrete selection process, an unsuccessful
performance at any stage results in the rejection of the applicant.

An alternative to the discrete selection process is the comprehensive approach, where all
applicants go through every step in the selection process and the final decision is based on a
comprehensive evaluation of the results of each stage. To be an effective predictor, a
selection device should be reliable, valid and predict a relevant criterion.

Selection devices provide managers with information that will help them predict whether an
applicant will prove to be a successful job performer. The application blank is effective for
acquiring hard biographical data, while the weighted application can provide information for
predicting job success.

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Traditional tests that assess intelligence, abilities and personality traits can predict job
proficiency but suffer from being non-job related. On the other hand, interviews
consistently achieve low marks for reliability and validity. Background investigations are
valuable when they verify hard data from the application, although they offer little practical
value as selection devices. Physical examinations are valid when certain physical
characteristics are required to be able to perform a job effectively.

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COMPANY PROFILE

Café Coffee Day, a part of Coffee Day Global Limited, is India‟s favourite hangout for coffee
and conversations. Popularly known as CCD, we strive to provide the best experience to our
guests. Our coffees are sourced from thousands of small coffee planters, who made us who
we are today and we're glad to be a part of their lives. We opened our first cafe in 1996 at
Brigade Road in Bangalore – the youth and the young at heart immediately took to the cafe,
and it continues to be one of the most happening places in the city. CCD to the youth is a
“hangout” spot where they meet people, make conversations, and have a whole lot of fun
over steaming cups of great coffee. .It's been an exciting journey since then to becoming the
largest organized retail cafe chain in India. We‟re also present in Austria, Czech Republic and
Malaysia, so if your travel takes you there, do stop by our outlets to get a taste from back
home!

RANGE OF OUTLETS

CAFE COFFEE DAY - A LOT CAN HAPPEN OVER COFFEE

THE LOUNGE

Offering a wider range of Food & Beverages including complete meals too. We provide an
expressive, explorative space (owing to the alternate coffee drinking experiences and world
cuisine options) conducive to network and of course to just sip and unwind. The Lounge
includes 42 outlets spread across seven cities.

THE SQUARE

A premium range of cafes brewing Single Origin Coffees, sourced from around the world;
with the perfect variety of food to complement it. The Square showcases a boutique of
brewing systems and coffee beans from around the world for the absolute connoisseur and the
well-traveled. We are currently at 7 outlets in four cities.

VALUE EXPRESS

If you're on the lookout for a quick coffee stop or perhaps something to munch on, then CCD
Value Express is the place to be! Whether on the highway, at your workplace, theaters, or
even within your favorite malls, CCD Value Express delivers the promise of a great quality,

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safety and value for money. So next time you need a quick bite, look out for nearest CCD
Value Express, and have a nice cup of coffee on-the-go!

Other Businesses

COFFEE DAY EXPORTS

Coffee Day Exports is truly involved in growing, trading, retailing and exporting world-class
coffee. It has a heritage of over 130 years. Coffee Day Exports is one of the largest exporters
of green coffee in India, since 1999. We also export to the Middle East, Europe and Japan. It
has invested in research and development and applied the learning successfully to improve
the promotion of various coffee blends and augment its exports. We have received a UTZ
Certification for responsibly growing coffee. Coffee Day Exports strongly believes that their
responsibility begins with the origins of the coffee bean - right from ensuring ethical growing
practices to packaging and retailing the product for their customers. Coffee Day Exports is
well versed with the experience and technological proficiencies to provide its customers with
a wide assortment of well-positioned products.With regular feedbacks from customers and
advisors, and backed by research, Coffee Day Exports continues to enhance their products.
Visit www.coffeedayexport.com for more details.

COFFEE DAY HOTELS & RESORTS

2008 was a landmark year for Coffee Day Global Limited. At this point of time, we decided
to invite our friends and extended family to the coffee estates themselves to experience, first-
hand, the serene slopes on which their coffee grew. Coffee Day Hotels & Resorts was formed
as a subsidiary of Coffee Day Global Limited, the Chikmagalur resort of The Serai was
declared open.The philosophy was single-minded - to open exclusive retreats in the quietest
corners of the country and to offer an experience drenched in luxury and understated
elegance. It is a place where one would come to be pampered like nowhere else. The Serai,
Chikmagalur, as the first such resort did this job brilliantly, nestled as it was in the greens of
the lush coffee plantations around.The concept was so appreciated that we took these resorts
to other reclusive niches – to Bandipur and Kabini. Visit www.theserai.in for more details.

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Company and Mission

COMPANY

Welcome to Café Coffee Day, a coffee shop where the young at heart unwind. We're a
division of Coffee Day Global Limited. This coffee goes all over the world to clients across,
Europe and Japan, making us one of the top coffee exporters in the country.

MISSION

Our mission is a simple one. To be the best Cafe chain by offering a world class coffee
experience at affordable prices.

Foundation

At Cafe Coffee Day we believe in giving back. That's why we run the Shankarakudige
Veerappa Gangaiah Hegde Education Trust. Setup in 2020 as a non-profit trust with the
mission of "Education for All ", it runs two institutions, Amber Valley Residential School
and SVGH Vocational Training College.The SVGH Vocational Training College was
established in April 2005 by the Trust with an aim to bridge the gap between the urban and
rural youth by training the economically underprivileged and making sure they land
placements. Over 1300 students celebrate this opportunity to develop their personal and
professional skills in this rapidly changing environment. Courses offered include Certificate
Course in Hospitality Management & Micro Finance. The Trust bears all expenses of the
course. Innovative teaching methods are adopted by a dedicated and committed faculty. In-
house practical training, industry visits, guest lectures are all part of the system with a focus
on extra-curricular activities. The Trust has a goal of Educating and Empowering 5000 Youth
in 10 years time.

Corporate Profile

It was in the golden soil of Chikmagalur that a traditional family owned a few acres ofcoffee
estates, which yielded rich coffee beans. Soon Amalgamated Bean Coffee TradingCompany
Limited, popularly known as Coffee Day was formed. With a rich coffeegrowing tradition
since 1875 behind it coupled with the opportunity that arose with thederegulation of the
coffee board in the early nineties, Coffee Day began exporting coffeeto the connoisseurs
across USA, Europe & Japan. In the calendar year 2000, Coffee Dayexported more than

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27000 tones of coffee valued at US$ 60 m to these countries and,for the second time in its
short career of 7 years retained the position as the largest coffeeexporter of India.

Coffee Day has a wide and professional network in the major coffee growing areas of
thecountry comprising over 48 agents and 50 collecting depots. Coffee Day's two curing
works atChikmagalur and Hassan cure over 70,000 tones of coffee per annum, thelargest in
the country.

Coffee Day has a well-equipped roasting unit catering to the specific requirement of
theconsumers. The process is carried out under the control of experienced personnel to
meethighest quality standards. The most modern technology available is used to
maintainconsistency and roast the coffee beans to the demanding specifications of the
discerningcoffee consumers.

Coffee Day Comprises of the following Sub Brands

Coffee Day - Fresh & Ground
Café Coffee Day
Coffee Day – Vending
Coffee Day - Xpress
Coffee Day – Exports
Coffee Day Perfect
Sical
Café Coffee Day currently owns and operates 213 cafes in all major cities in India. It is apart
of India's largest coffee conglomerate named Coffee Day, Rs. 200 crores ISO 9002certified
company. Coffee Day's most unique aspect is that it grows the coffee it serves.

Key Features

 Pioneers of the Café Concept in India with the its first Café at Brigade Road,
 Bangalore in 1996. This Café was opened as a Cyber Café (first of its kind) but later,
with the burst of cyber cafes it reverted to its core competency.
…..Coffee.
 Essentially a youth oriented brand with majority of its customers falling in the 15-

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 29 year age bracket
 Each café, depending upon its size attracts between 400 and 800 customers daily.
 It is a place where customers come to rejuvenate themselves and be themselves.
 USP of the Brand:
o Affordable Price
o Coffee – Winner of Platinum, Gold, Silver and Bronze medals at the India
Barista Championship 2020.

Café Coffee Day also sells merchandise through its stores. 5 per cent of the revenuecomes
from sale of merchandise.
They have tie-ups with brands such as Levis, Airtel Friends, also with HDFC to promote their
debit card.

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 OBJECTIVE OF COMPANY
“To be the best Cafe chain by offering a world class coffee experience at affordable prices.”

The offerings are designed in such a manner that one cannot be spelt without the other; there
are the hot coffee or cold coffee combinations with delectable desserts and special coffee and
eats combinations for even a group of four friends.

Coffee Day Comprises of the following Sub Brands

1. Coffee Day - Fresh & Ground

2. Café Coffee Day
3. Coffee Day – Vending
4. Coffee Day - Xpress
5. Coffee Day – Exports
6. Coffee Day – Perfect
Pioneers of the Café Concept in India with its first Café at Brigade Road, Bangalore in 1996.
This Café was opened as a Cyber Café (first of its kind) but later, with the burst of cyber
cafes it reverted to its core competency i.e.; Coffee. Essentially a youth oriented brand with
majority of its customers falling in the 15-29 year age bracket .Each café, depending upon its
size attracts between 400 and 800 customers daily. It is a place where customers come to
rejuvenate themselves and be themselves.

Key Features
 Pioneers of the Café Concept in India with the its first Café at Brigade Road,
Bangalore in 1996. This Café was opened as a Cyber Café (first of its kind) but later,
with the burst of cyber cafes it reverted to its core competency Coffee.
 Essentially a youth oriented brand with majority of its customers falling in the 15- 29
year age bracket
 Each café, depending upon its size attracts between 400 and 800 customers daily.
 It is a place where customers come to rejuvenate themselves and be themselves.
USP of the Brand:

1 . Affordable Price
2 . Coffee – Winner of Platinum, Gold, Silver and Bronze medals at the India Barista
Championship 2020

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 HISTORY

COFFEE DAY ENTERPRISES LTD. (COFFEEDAY) - COMPANY

HISTORY
Coffee Day Enterprises Limited owns and operates coffee cafes in India. The company
primarily operates cafe chain outlets under the Cafe Coffee Day (CCD) The Lounge and The
Square brand names. It is also involved in the retail sale of coffee beans and powder for
household consumption restaurants and eateries through Coffee Day Fresh & Ground outlets;
and operation of kiosks under the Coffee Day Xpress brand as well as vending machines
under the Coffee Day Beverages brand. In addition the company engages in coffee trading as
well as procuring processing roasting and retailing coffee products across various formats. It
exports its coffee beans primarily to Europe Japan and the Middle East. etc. Coffee Day
Global Limited's flagship cafe chain brand Cafe Coffee Day (CCD) owns 1722 cafes in 245
cities and 532 CCD Value Express kiosks. The coffee beans and powder are marketed
through 403 Fresh and Ground Coffee retail stores. There are 47747 vending machines that
dispense coffee in corporate workplaces and hotels under the brand. The division serves more
than 2 billion cups of coffee per annum. Internationally CCDs are present in Vienna Czech
Republic Malaysia Nepal and Egypt.While the coffee business is the main business of Coffee
Day Enterprises Limited it also has presence in logistics financial services leasing
commercial space and hospitality businesses. The company is present in the logistics sector
through its subsidiary Sical Logistics Limited (SLL) in which we own a majority equity share
of 52.83%.Way2Wealth Securities Private Limited one of the group companies is present in
the financial services sector. Coffee Day Enterprises Limited holds an 85.53% equity stake in
Way2Wealth Securities Private Limited. Way2Wealth Securities Private Limited is a retail-
focused investment advisory company. It provides wealth management broking portfolio
management and investment advisory services. Coffee Day Enterprises' wholly-owned
subsidiary Tanglin Developments Limited was set up for the development of technology
parks and Special Economic Zones offering bespoke facilities for information technology and
IT-enabled services. The Company is developing and operating a Special Economic
Zone/technology park in Global Village situated in Bengaluru Karnataka and Tech Bay
situated in Mangaluru Karnataka.Coffee Day Enterprises owns and operates luxury boutique
resorts one directly through our Company and two through our wholly-owned subsidiary
Coffee Day Hotels & Resorts Private Limited (CDHRPL) under the brand `The Serai '. These

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resorts are located at Chikmagalur Bandipur and Kabini all in Karnataka. The Company also
with management control holds a minority interest in a luxury resort in the Andaman and
Nicobar islands.As on 31st March 2018 Coffee Day Enterprises Limited had 45 subsidiaries
(including indirect subsidiaries) 3 Associate Companies and 3 Joint Ventures.Coffee Day
Enterprises Ltd was originally formed as a partnership firm constituted under the Indian
Partnership Act 1932 on February 1 2008 under the name Coffeeday Holding Co. pursuant to
a deed of partnership having V.G. Siddhartha Malavika Hegde S.V. Gangaiah Hegde
Vasanthi Hegde Sivan Securities (Mangalore) Private Limited (now known as 'Gonibedu
Coffee Estates Private Limited') Coffee Day Consolidations Private Limited and Global
Technology Ventures Limited (now known as 'Coffee Day Trading Limited') as partners.
Coffeeday Holding Co. was thereafter converted from a partnership firm to a private limited
company under Part IX of the Companies Act 1956 as Coffee Day Holdings Company
Private Limited and a fresh certificate of incorporation was issued by the RoC on June 20
2008. The name of the Company was changed to Coffee Day Resorts Private Limited and a
fresh certificate of incorporation consequent upon change of name was issued by the RoC on
January 25 2010. Subsequently the name of the Company was changed to Coffee Day
Enterprises Private Limited and a fresh certificate of incorporation consequent upon change
of name was issued by the RoC on August 6 2014. The Company was converted into a public
limited company consequent to a special resolution passed by our Shareholders at the EGM
held on January 17 2015 and the name of our Company was changed to Coffee Day
Enterprises Limited. A fresh certificate of incorporation consequent upon conversion to
public limited company was issued by the RoC on January 21 2015.In October 2015 the
company successfully completed an initial public offering (IPO). The IPO of the Company
received an overwhelming response from the investors and the public issue was
oversubscribed thereby making this IPO a successful one. Shares of the company were listed
on both BSE and NSE on 2 November 2015. The equity shares of Rs.10/- each were issued at
a price of Rs.328/- per share.During the financial year ended 31 March 2016 some of the
noteworthy highlights of the company's Coffee and Cafe Chain Division were opening up the
Home Delivery segment launching a new mobile app to build loyalty and engagement
introducing new food and beverages reaching and energising the Tier 3 markets of India and
entering into a JV with WMF - the world's leading coffee machine manufacturer.During the
year under review the company's financial services division launched a robotics-assisted
advisory model for customers which provides detailed financial planning and asset allocation

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Coffee Day Vending – To serve the man on the move who though hurry does not have to
compromise on quality of coffe he drinks. Coffee Day has its vending machine placed in
vendor outlets in major cities.

Coffee Day Express – Bridges the need gap between the leisurely cuppa and the bite at the
café and a quick drink at the vending point. In this segment you would notice kiosks
strategically positioned where a customer can not only drink coffee but also grab a quick bite
on the move.

Coffee Day 'Perfect'- For mass-in-home consumption section where filter coffee is consumed
everyday. The filter coffee is sold in packaged form to the customers.

Coffee has been around in India since the 17th century. However, coffee drinking has
traditionally been largely restricted to domestic consumption, and mostly in the South Indian
states of Tamil Nadu, Karnataka, Kerala and Andhra Pradesh. Coffee has been around in
India since the 17th century. However, coffee drinking has traditionally been largely
restricted to domestic consumption, and mostly in the South Indian states of Tamil Nadu,
Karnataka, Kerala and Andhra Pradesh.

India ranks sixth as a producer of coffee in the world accounting for 4.5% of the global coffee
production. India has about 170,000 coffee farms cultivating around 900,000 acres of coffee
trees. India is the largest producer and consumer of milk

in the world with 98% of milk being produced in rural India. Coffee consumption in India is
growing at 6% per annum compared to the global 2% plus.

Café Coffee Day‟s menu ranges from signature hot and cold coffees to several exotic
international coffees, tea, food, desserts and pastries. In addition, exciting merchandise such
as coffee powders, cookies, mugs, coffee filters, etc. is available at the cafés.
It was in the golden soil of Chikmagalur that a traditional family owned a few acres of coffee
estates, which yielded rich coffee beans. Soon Amalgamated Bean Coffee Trading Company
Limited, popularly known as Coffee Day was formed. With a rich coffee growing tradition
since 1875 behind it coupled with the opportunity that arose with the deregulation of the
coffee board in the early nineties, Coffee Day began exporting coffee to the connoisseurs
across USA, Europe & Japan. Coffee Day's two curing works at Chikmagalur and Hassan
cure over 70,000 tonnes of coffee per annum, the largest in the country. Coffee Day has a

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well-equipped roasting unit catering to the specific requirement of the consumers. The
process is carried out under the control of experienced personnel to meet highest quality
standards. The most modern technology available is used to maintain consistency and roast
the coffee beans to the demanding specifications of the discerning coffee consumers.

Café Coffee Day (CCD) pioneered the café concept in India in 1996 by opening its first café
at Brigade Road in Bangalore. Today, more than a decade later, Café Coffee Day is the
largest organized retail café chain in India with cafes functioning in every nook and corner of
the country. Drawing inspiration from this overwhelming success, Café Coffee Day today has
cafes in Vienna, Austria and Karachi. What‟s more, new cafes are planned across Middle
East, Eastern Europe, Eurasia, Egypt and South East Asia in the near future.

In October 2009, CCD unveiled a new brand logo, a Dialogue Box, to weave the concept of
„Power of Dialogue‟. In accordance with this new brand identity, CCD planned to give all its
existing outlets a new look by the end of 2009. Cafés would be redesigned to suit different
environments such as book, music garden and cyber cafes suitable for corporate offices,
university campus or neighborhood. The change plan included new smart menu, furniture
design, among others.

Café Coffee Day is a division of India's largest coffee conglomerate, Amalgamated Bean
Coffee Trading Company Ltd. (ABCTCL), popularly known as Coffee Day. This is a Rs. 300
crore ISO 9002 certified company. Its chief customers are in USA, Europe & Japan. Based
in Chickmaglur, the home of some of the best Indian Coffees, Coffee Day has its business
spanning the entire gamut of coffee Consumption in India. Its different divisions include:

· Coffee Day Fresh n Ground (354 Coffee bean and powder retail outlets)

· Coffee Day Xpress (341 Coffee Day Kiosk)

· Coffee Day Take away (7000 Vending Machines)

· Coffee Day Exports

· Café Coffee Day

· Coffee Day Perfect (FMCG Packaged Coffee) division

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Café Coffee Day (CCD) pioneered the café concept in India in 1996 by opening it‟s first café
at Brigade Road in Bangalore. Till about the late 1990‟s coffee drinking in India was
restricted to the intellectual, the South Indian traditionalist and the five Star coffee shop
visitor. As the pure (as opposed to instant coffee) coffee café Culture in neighboring
international markets grew, the need for a relaxed and fun “Hangout” for the emerging urban
youth in the country was clearly seen. Recognizing the potential that lay ahead on the
horizon, Café Coffee Day embarked on a dynamic journey to become a large organized retail
café chain with a distinct brand identity of its own.

India‟s favourite coffee shop, where the young at heart unwind.

Café Coffee Day is a part of India's largest coffee conglomerate, Amalgamated Bean Coffee
Trading Company Ltd. (ABCTCL), the first to roll out the „coffee bar‟ concept in India with
its first café in Bangalore. It‟s a Rs. 750 crore, ISO 9002 certified company. With Asia‟s
second-largest network of coffee estates (10,500 acres) and 11,000 small growers, making its
holder the largest individual coffee plantation owner in Asia, this in addition to being India's
only vertically integrated coffee company. Coffee Day has a rich and abundant source of
coffee. This coffee goes all over the world to clients across the USA, Europe and Japan,
making us one of the top coffee exporters in the country. We all know that Café Coffee Day
is one of the most popular hangout places. The coffee joint is very famous among youngsters.
Coffee is one of the favorite beverages and has become more appealing because of its variety.

ABCTCL 6 divisions:

Exports - India's largest coffee exporters. Currently export over 30000 tonns of green coffee
per annum, i.e 15% of India's coffee exports. They have also ventured into specialty coffee
exports.

Coffee Day Fresh and Ground- Maior player in the roast & ground filter coffee segment. It
provides a unique assortment of blends at affordable prices. The coffee is freshly ground in
front of the customer and sold to him.

Cafe Coffee Day - It is a place where customers come and rejuvenate themselves. It is a
meeting place for the young and the young at heart. In the café Hot and Cold coffee as well as
merchandise are sold to the customers.

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advice online. It also developed InsureCorrect.com a comprehensive end-to-end retail
insurance products portal. Among the financial highlights of Technology Parks division
Tanglin has moved to the occupancy of 3.2 million sqft from 2.91 million sqft of the same
time last year. An additional 700K sqft is constructed and will be progressively
occupiedDuring the financial year ended 31 March 2017 the company sought shareholders
approval in the Annual General Meeting for issuance of NCD's for an amount not exceeding
Rs.550 Crores. On 11th March 2017 the Board of Directors at its meeting issued NCD's for
an amount of Rs.290 Crores for Identifiable Investors and on 30th March 2017 the Board of
Directors at its meeting issued NCD's for an amount of Rs.150 Crores for the purpose of
restructuring its existing debts.The Scheme of Amalgamation between Coffee Day Overseas
Private Limited with Coffee Day Enterprises Limited was approved by the Board of Directors
at the Meeting held on 11th August 2016 and the approvals were sought from all the
respective authorities viz; Competition Commission of India Bombay Stock Exchange
National Stock Exchange of India Limited (Designated Stock Exchange) and vide the
National Company Law Tribunal Order dated 2nd February 2017 ordered a Shareholders
Meeting on 10th March 2017 and the same was passed with requisite majority approving the
merger.The Regional Director (RD) of Hyderabad issued the order dated 30 January 2018
and approved the merger of Coffee Day Global Limited (`Material Subsidiary') and its
subsidiary Companies namely Amalgamated Holdings Limited Coffee Day Properties (India)
Private Limited and Ganga Coffee Curing Works Limited.

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 AWARDS AND CERTIFICATIONS

1.Café Coffee Day won the Times Food Award under the category of “Best Coffee Bar” from
Times of India in 2007

2.Café Coffee Day won the Burrper‟s Choice Award for being voted as the “Coolest Café” by
users of burrp.com in 2008

3.Coffee Day Global won the award for “Retailer of the Year” under the category of Food &
Beverages (catering services) by Asia Retail Congress 2009

4.Café Coffee Day won the Indian Hospitality Excellence Award under the category of
“India‟s Most Popular Coffee Joint: 2010”

5.Café Coffee Day was ranked as 26th Most Trusted Service Brand in India and as 2nd Most
Exciting Brand under the category of “Food Services” in India under a survey done by Brand
Equity (Economic Times) in 2012

6.Café Coffee Day won the Best Coffee Bar Award from mouthshut.com in 2012
7.Café Coffee Day was ranked as 26th Most Trusted Service Brand in India under a survey
done by Brand Equity (Economic Times) in 2013

8.Café Coffee Day was awarded “The NCPEDP – Shell Helen Keller Award 2013” by
National Centre for Promotion of Employment for Disabled People for being a role model
company in helping to generate employment opportunities for person with disabilities

9.Coffee Day Global was awarded as the Best Retailer under the category of “Best Customer
Service in Café Restaurant” by Star Retailer Awards 2013

10.Café Coffee Day won the Brand Excellence Award in retail sector from ABP news in
2013

11.Coffee Day Global was awarded bronze prize by the Coffee Board of India for being the
third best exporter of green coffee during 2012-13

12.Coffee Day Global was awarded “Retailer of the Year” (Organisation Food and Grocery)
for retail excellence by ABP News in 2014

13.Coffee Day Global was awarded „Retailer of the Year‟ for brand excellence by ABP News
in 2014

14.Café Coffee Day was ranked as 22nd Most Trusted Service Brand in India, as 27th Most
Exciting Brand in India and as 2nd Most Exciting Brand under the category of “Food
Services” in India, under a survey done by Brand Equity (Economic Times) in 2014

15.Our Promoter, Mr. V G Siddhartha was awarded with „ET Retail Hall of Fame‟ for his
contribution to the growth in retail sector in 2020

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 MISSION STATEMENT

For a brand to stand out and be successful there has to be a personal commitment from staff
at all levels. The target customers must identify with it. It should be vibrant and have a “life”
of its own. Liveliness, growth, fun and passion depicts our brand, our customers, our staff and
our future – this is embodied in our design and colour.

Our LOGO colours embody:

Red Square= Leadership, passion

White Swirl = Purity of purpose, invigorating properties of

coffee

Green Stroke = 125 years of coffee growing heritage of

this vertically integrated Group

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Now, the Logo has been changed;

To

PRODUCTS AT CAFÉ COFFE DAY

Description of various Food and Beverages:

Hot Coffees

One Line Descriptions:

Espresso : Strong black coffee extracted at high pressure and optimum temperature.

Espresso Americano : A shot of lightened Espresso diluted with hot

water.

Macchiato : A shot of Espresso topped up with milk foam.

Cappuccino : Strong milk based coffee with a shot of Espresso, milk

and milk foam. It is one of the most popular hot coffees at Cafe
Coffee Day.

Café Latte : Milkier hot coffee, mild and goes best with coffee flavoring syrups. It has a very
thin layer of milk foam.

Chocochino : A blend of Chocolate ice cream and Espresso garnished with a dollop of milk
foam. It is neither a hot coffee nor a cold coffee. It is a warm coffee.

Cafe Mocha: Chocolate flavored Cappuccino. Goes best when served with whipped cream.
Garnish it with a dash of cocoa powder.

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Irish coffee: A light Espresso flavored with a choice of Irish Cream/ Hazelnut/
Caramel and topped with Whipped Cream.

Caffeine Kick: Double shot of espresso diluted with hot water.

Black Velvet: A'ristretto'strong coffee served around 5-20 ml.

Kenyan Safari : An international coffee with the hidden flavor of Blueberry. Colombian Juan
Valdez: Rich, mild international hot coffee with fruity flavour.

Ethiopian Qahwah : International hot coffee with a hidden mocha flavour.

Hot chocolate : Lots and lots and lots of chocolate.

Cold Coffees

Tropical Iceberg : Ice blended cold coffee with notes of chocolate. It is the most popular cold
coffee across the country.

Tropical Temptation : A Tropical Iceberg topped with whipped

cream and a shot of chocolate sauce.

Cold Sparkle: Ice blended cold coffee with a sparkling taste of

coconut, it is among the earliest cold coffees introduced in their
menu.

Iced Eskimo : Ice blended cold coffee with notes of coffee and cream

balanced in right proportions.

Arabian Heights : Ice blended cold coffee with a distinct flavour of cardamom.

Vegan Shake : It is made of 100 % pure vegetable fat and does not contain any animal fat &
dairy product. It is unique and is being launched for the first time in the country by CCD.

Cappachillo : Coffee with sweetened creamy milk served on the rocks.

Mochachillo : Chocolate flavored coffee with sweetened creamy milk

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served on the rocks.

Cafe Frappe : A judicious blend of ice cream and coffee that gives a smooth and creamy
effect.

Almond frappe : Almond flavored rich, creamy cold coffee with whipped cream, garnished
with almond flakes.

Choco Frappe: A Cafe Frappe with an extra scoop of Vanilla ice cream and a shot of
chocolate sauce, garnished with cocoa powder.

Devils Own : A smooth blend of cream and coffee drenched with chocolate sauce
and topped up with a shot of whipped cream.

Kaapi Nirvana : It is their ultimate signature blend, very Indian with hidden Caribbean taste,
won the silver medal in the in the world barista championship held in Oslo 2020. Rich coffee
taste, heavy body with creamy texture and does not require any additional flavors.

Fruit Frappe : A judicious blend of ice cream and fruits having different fruity flavors and
thick cool texture. (Mango Frappe, Strawberry Frappe, Pineapple Frappe, Lichi Frappe, Cold
Chocolate).

Teas

Assam Tea : A strong Tea grown in the best tea estates of Assam.

Masala Chai : High grade Assam tea in combination with a

Masala bag which is meticulously prepared with pepper,
cardamom and cinnamon to give an ethnic feel.

Ice Tea : A flavoured cold tea served with lemon juice on the
rocks,

garnished with a slice of lime.

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Granitas / Cremosas

Granitas : A cool slush drink in different flavour variants

Pineapple Crush : Pineapple flavour.

Cool Blue : Orange & hidden flavour of mint.

Blood Orange : Orange flavour.

Smoothies : Ice-drinks blended with ice cream to give it a creamy

texture, which gives a smooth creamy after taste

Strawberry/Mango Colada : A smoothie, flavoured with strawberry/mango garnished with

whipped cream.

Cremosa : A fizz drink served with fruit concentrate, soda and Ice

Cubes Served on the Rocks. (Flavor options: Litchi, Ginger Spice and Pina Colada)

Desserts

Mousse Au chocolate : A double layered Chocolate mousse with a combination of milk a

dark chocolate & subtle coffee flavor for all the chocolate lovers.

Mocha Pastry : A fresh coffee sponge cake flavored with Coffee

cream and syrup.

Chocolate Fantasy Cake : Rich Chocolate Pastry pampered with a

rich garnish with chocolate truffle swirl.

Pineapple Gateaux : Delicious cream and pineapple-flavoured cake,

very light and refreshing.

Chocolate Mousse : Creamy, Fluffy, Smooth, chocolate flavored dessert, ideal with coffee.

Black forest Cake : The all time favorite Choco pastry with cherries suited to our Indian
palate.

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Sugar/chocolate Doughnut : A deep-fried dumpling doused with cinnamon flavoured top
dipped in sugar or chocolate truffle.

Date & Walnut cake : Rich butter base Cake made of delicious combination Dates & Walnut.

Chocolate Brownie : A rich dessert made with the combination of

chocolate, butter, walnuts best with coffee. [TIP: Tastes best with a scoop
of Vanilla Ice Cream.]

Banana walnut cake : Delicious teacake flavored with bananas and

walnuts

Marble cake : A delicious combination of chocolate and vanilla butter sponge best with tea or
coffee, topped with pure chocolate. Try with a scoop of choc ice cream, vanilla ice cream,
nuts & chocolate sauce.

Cookies : A crisp sweet snack accompanying all coffee and teas with choco chips, chocolate
ginger, peanut butter and coconut macaroon flavour options.

REWARDS
The management believes that rewards offered by the company should be meaningful and
valuable to the employees. The rewards are always based on attainable goals, they believe in
SMART goal stetting { S- specific, M- measurable, A- attainable, R- realistic and T- time
bound}. The rewards are clear, understandable and open to all. The main focus of the rewards
is to recognize performance and motivate the high performers.

TYPES OF REWARDS:

 An employee is chosen based on criteria such as excellent customer comments, and

maintenance of quality product standards that will be publicized well in advance.
 The “employee of the month” will feature in the café magazine “café beat”.
 Select “café of the month” that will be featured in the café beat.
 Select “employee of the month” that will be displayed at the café.
 Certificate of appreciation from the regional head.
 Participation in city/ regional/ national café managers context.

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 Consistent and loyal employees with a good performance will be rewarded with employee
stock options.

CAFÉ FORMATS

Café Coffee Day has been experimenting with café formats

for quite sometime. Backed by the motivation of providing
customers with exciting choices as well as constantly
redefining „the café experience‟, CCD has ventured into the
following formats:

Music Cafés provide customers with the choice of playing

their favourite music tracks on the Digital Audio Jukeboxes
installed at the café! There are around 85 cafes with such
jukeboxes. 32 cafes also provide customers with the visual
treat of watching their favorite music videos by means of Video Jukeboxes.

Book Cafés offer the perfect solution to people who think that the coffee experience is
incomplete without browsing through the bestsellers or reading a classic. CCD‟s book
corners accentuate the age-old combination of „coffee and books‟. This exciting concept has
been successfully tested at 15 cafes in 12 cities across India and the numbers are set to grow
exponentially. CCD has tied up with English Book Depot, one of India‟s leading book
distributors for placement and rotation of reading materials appealing to Café Coffee Day‟s
discerning customers.

Highway cafés presents the traveler en route not only with good coffee and scrumptious
snacks amidst great ambience but also with clean restrooms to get rid of that weariness from
the road!

Lounge cafés at HauzKhas, Delhi and Southern Avenue, Kolkata(Southern Avenue) and
Hyderabad (Jubilee Hills) combines the style and luxury of a lounge with the lively ambience
and comfort of a café. With exquisite interiors, exotic menu and thematic music, CCD
Lounge offers a whole new experience to the connoisseur while assisting the latter through its
team of hostesses who are poise and style incarnate and are looked upon as fashion icons.

Garden cafés combine the joy of rejuvenating amidst verdant landscapes and pots of coffee.

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Cyber cafés combine the urge to surf, & not to mention get connected through the internet
while enjoying perfectly brewed cups of coffees, both domestic as well as International
blends! These are of course just milestones. CCD is about to launch Sports Café, Fashion
Café & Singles Café……..

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 HUMAN RESOURCES

People at C.C.D. believe that “People are hired for what they know but fired for how they
behave.”

With the boost in the number of their retail outlets, Café Coffee Day had to concentration the
quality and quantity of their human resource in order to meet up with the set standards. They
make sure that the employees all across the country are well trained and provide consistent
services at every outlet.

3.1. Recruitment & Selection:

It is the process of differentiating between applicants in order to identify those with a greater
likelihood of success in a job. The role of selection in an organization‟s effectiveness is
crucial for at least two reasons; first work performance depends on individuals and second
because of the costs incurred in hiring individuals is enormous for an organization.
The best way to improve performance is to hire the people who have the competence and the
willingness to work. Arguing from the employee‟s viewpoint poor or inappropriate choice
can be demoralizing to the individual concerned and demotivating for the rest of the
workforce. The cost of searching and training individual may range from Rs.2, 50,000.or
more. Costs of wrong selection are even greater.
Selection is a long process commencing from the preliminary interview of the applicant and
ending with the contract of employment. The process differs among organizations and
between two different jobs within the same organization. Selection procedure for senior
managers is long-drawn and rigorous and is done by the headquarters but on the other hand
for shop floor workers it is simple and short and can be done by the regional office.
2.2. Sources of recruitment:
Café Coffee Day has different sources for recruitment depending on the job profile in
demand.
For Team Members the sources are, in-store posters, rejected applications, walk-ins, NGO‟s,
skill development institutes, orphananges, hospitality colleges(diploma cources)

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3.3 Recruitment and selection process for Store Manager:
For posts of team members the following rounds take place
1. Psychometric tests, Behavioral Intelligence Test, Logical thinking and
Comprehension
2. Test.
3. Application blank.
4. Personal Interview, Operations Interview, Regional Manager Interview.

EXTERNAL ENVIRONMANT

INTERNAL ENVIRONMENT

R
E PRILIMINARY INTERVIEW
J
E
C SELECTION TEST
T
E
D EMPLOYMENT INTERVIEW

A
P REFERENCE AND BACKGROUND INTERVIEW
P
L
I SELECTION DECISION
C
A
T PHYSICAL EXAMINATION
I
O
N JOB OFFER

EMPLYOMENT CONTACT

EVALUATION

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3.4. Training & Development:
To ensure consistent employee performance, training and development policies are very
important- even more in service sector organizations. Café Coffee Day has set 30 days
rigorous training procedure at their office for all the assistant managers.
Whereas all the team members undergo a 3 days training at respective head offices.

3.5. Employee working hours:

The working hours are split into convenient shifts spread over 8:30 am to 10:30 pm.
Female staff is given only morning shifts for security reasons
Total working hours a day is 8..

3.6. Employee code of Conduct:

After substantial efforts Café Coffee Day has been able to convey to their staff (the ones who
serve food) that they are doing a job and are at par socially with many consumers.
Their attitude and communications is kept up to mark.
Along with cleaning the table well, their employees communicate with the consumers on one
to one basis. It is a cultural shift; it is a huge responsibility as, in India you do not look at the
people serving at your table as your peer
Their employees are like friend to the customer but at the same time they know about the
international standards of hygiene and cleanliness and personal grooming.

3.7. Promotion Policy:

Café Coffee Day prefers promoting from within, rather than externally.

3.8. Performance Appraisal:

Performance management is an integral part of a comprehensive human resourcemanagement
strategy. Its objective is to maximize individuals' performance and potentialwith a view to
attaining organizational goals and enhancing overall effectiveness andproductivity. The
immediate superior carries out the performance appraisal at CaféCoffee Day every 6 months.
3.9. Employee Turnover & Retention:
Café Coffee Day‟s current rate of Employee Turnover is about 9%. The reason behind this is
the people between the age group of 19-24 who do not see their job as permanent means of
income. They are not committed towards the organization.
3.10. Accommodation:

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Accommodation is given for the out-station candidate after selection. Accommodation
expenses are deducted from the salary.

3.11 RECRUITMENT

Recruitment and selection are the most important functions in an organization because with
the help of these functions the management selects the best available candidate from a batch
of them. The organizations, in this growing competitive world, need to have the best of the
manpower so as to have an edge over its competitive.

According to Flippo, "Recruitment is the process of searching for prospective employees and
stimulating and encouraging them to apply for jobs in an organization."

In the words of Yoder,"Recrutiment is a process to discover the sources of manpower to meet

the requirements of the staffing schedule and to employ effective measured for attracting that
manpower in adequate numbers to facilitate effective selection of an efficient working force."

The recruitment needs can be classified into-

 Planned.
 Anticipated.
 Unexpected.

Planned need arise from changes in the organization and retirement policy. These occur due
the expected changes in the organization so the management can make a proper policy for it.

Anticipated need refer to the movements in personnel which an organisation can predict by
studying the trends in the internal and external environments.

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Resignations, deaths, accidents and illness result in to the unexpected needs.
FEATURES:

 Recruitment is a process or a series of activities rather than a single event.

 It is a linking activity as it brings together the employers and employees.
 It is positive process because in this activity the employers want to have the maximum
number of job seekers so as to have a wider scope for choice ultimately leading in
spotting right persons for job.
 It is an important function as it makes it possible to acquire the number and type of
persons required for the effective functioning of the organization.
 It is an on going function in all the organizations, but the volume and nature of
recruitment varies with the size, nature and environment of the organization.
 It is a complex process because a number of factors affect it --the nature of the job
offered, image of the organization, organizational policies, working conditions etc.
SOURCES OF RECRUITMENT:
The various sources of recruitment are -
 Internal Sources: Include-

 Present Employees who can be transferred or given promotions.

 The retired and retrenched employees who want to return to the company.
 Dependents and relatives of the deceased and disabled employees.

 External Sources: Consist of-

 Press advertisements.
 Campus Interviews.
 Recommendations
 Consultancies (for managers and above)
 Employment Exchanges.
 NGO‟S
 Skill development institutes
 Orphanages
During my short stint at CCD, it was observed that the recruitment need of CCD is
diversified. It needs persons who have knowledge basic food products, technical know-

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how of latest industrial technical knowledge, fluency in English, people skills and good
communication skills. The importance of the process could be understood that the present
work force of CCD is 2000+ employees. Hence, the recruitment and selection procedure
should match the complexities of the need and at the same should commensurate with the
complex need of the organization.

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3.12 SELECTION

Selection is the process of choosing the best candidate out of the all the applicants. In this
process, relevant information about the applicants is collected through a series of steps so as
to evaluate their suitability for the job to be filled.

It is the process of matching the qualifications with those required for the job so that the
candidate can be entrusted with the task that matches with his credibility.
It is a process of weeding out unsuitable candidates and finally identifying the most suitable
candidates.
This process divides the candidates into two categories-the suitable ones and the unsuitable
ones. The suitable people prove to be the asset for the organization. Selection is a negative
process because in this process the management tries to minimize the number of people at
each step so that the final decision can be in the light of all the factors and at the end of it best
candidate is selected. Selected candidate the has to pass through the following stages-
 Preliminary Interview.
 Application Form.
 Group descussion.
 Interview with HR executive
 Interview with respective Area Manager.
 Physical Examination.
 Reference Check.
 Final Approval.
 Employment.

Preliminary Interview is the initial screening done to weed out the undesirable candidates.
This is mainly a sorting process in which the prospective candidates are given the
necessary information about the nature of the job and the organization. Necessary
information about the candidate is also taken. If the candidate is found suitable then he is
selected for further screening else he is dropped. This stage saves the time and effort of
both the company and the candidate. It avoids unnecessary waiting for the candidate and
waste of money for further processing of an unsuitable candidate.

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Application Form is a traditional and widely used device for collecting information from
candidates. This form asks the candidates to fill up the necessary information regarding
their basic information like name, address, references, date of birth, marital status,
educational qualifications, experience, salary structure in previous organization and other
such information. This form is of great help because the scrutiny of this form helps to
weed out candidate who are lacking in education, experience or any other criterion
provided by the organization. It also helps in formulation of questions, which will be
asked in the interview. These forms can also be stored for future references thus
maintaining a databank of the applicants.
Selection Tests are being increasingly used in employee selection. Tests are sample of
some aspect of an individual's attitudes, behavior and performance. It also provides a
systematic basis for comparing two or more persons. The tests help to reduce bias in
selection by serving as a supplementary screening device. These are also helpful in better
matching of candidate and the job. These reveal the qualifications, which remain covered
in application form and interview.

Interview with HR involves the interaction of the employer and the employee. Selection
involves a personal, observational and face-to-face appraisal of candidates for
employment. It is an essential element of the selection procedure. The information
obtained through application form and test can be crosschecked in the interview.

Interview with Area Managers ensures that the candidate also matches the specific
requirement of the operations head as well.

The applicants who have crossed the above stages have to go through Physical
Examination either by the company's physician or the medical officer approved for the
purpose. The main aim is to ensure that the candidate is physically fit to perform the job.
Those who are found physically unfit are rejected.

The next stage marks of checking the references. The applicant is asked to mention in his
application form the names and addresses of two or three person who know him well. The
organization contacts them by mail or telephone. They are requested to provide their frank
opinion about the candidate without incurring a liability. The opinion of the references
can be useful in judging the future behaviour and performance of a candidate.
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The executives of the concerned departments then finally approve the candidates short-
listed by the human resource department. Employment is offered in the form of an
appointment letter mentioning the post, the rank, the salary grade, the date by which the
candidate should join and other terms and conditions in brief. Appointment is generally
made on probation of one or two years. After satisfactory performance during this period
the candidate is finally confirmed in the job on permanent basis.

Selection is an important function as no organization can achieve its goals without

selecting right persons for the required job. Faulty selection leads to wastage of time and
money and spoils the environment of an organisation. Scientific selection and placement
of personnel can go a long way in building up a stable workforce. It helps to reduce
absenteeism and labour turnover. Proper selection is helpful in increasing the efficiency
and productivity of the enterprise.

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RECRUITMENT AND SELECTION PROCEDURE
IN CAFE COFFEE DAY

38 | P a g e
RECRUITMENT AND SELECTION PROCEDURE IN
CAFE COFFEE DAY
Cafe Coffee Day Ltd. selects the future employees keeping everything in mind
right from the qualification of the employees to the future prospects-both of the
organisation and the employees.

The first step involves the making of an attrition report. Once attrition report is
made an year to date attrition report is formed. After which the ideal actual of
the whole region is created the difference given by it gives the number which
has to be hired.

In the next step, this form is given to the Human Resource (HR) department;
this department sees if the position can be filled through internal sources. The
internal sources can be transfers, promotion etc. In the case of internal sources,
the recommendations of the employees are not taken into consideration. If the
HR department does not find suitable candidate within the organisation then this
department has to give reasons for it. The form then goes to the Corporate HR
for its approval.When the suitable candidate is not available within the
organisation, the organisation then moves to the outside world for filling up the
vacancies.

If the number of employees required is large then the company has in its
consideration-

 The Data bank of the organisation.

 Employee refrals
 NGO‟S
 Effective utilization of the employees skills and capabilities
 Orphanages
 Skill development institutes

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The company maintains a databank of the candidates, which is used when the
number of vacancies to be filled up is large. The sources of databank can be the
qualified candidates who had applied in the organisation earlier but due to some
reasons could not join the organisation.

Advertisements are the second big source to attract the candidates. These are
having much larger scope and reach to a number of people. The qualifications
required by the organisation and the criteria could be described in detail.

Large number of Orphanages and Skill development institutes also constitutes a

big source. They act as a bridge between the organisation and the candidates.
These Orphanages and Skill development institutes provide the company
required candidates. These Orphanages and Skill development institutes are
fixed for the organisation, which are chosen on the basis of their performance.
In case of overseas recruitment it is checked whether their Indian counterparts
can perform the job efficiently or not. If need arises then they are also taken
through consultants.
The candidates are then required to fill up the Application Form. This form
requires the candidate to fill the details regarding the previous employment, if
any and his personal data. The form is having details regarding like the marital
status, organisation structure, the position held by the candidate, his salary
structure, the top three deliveries to the organisation that proved to be beneficial
to the organisation, career goals, his strengths and weaknesses etc.

After the application form has been duly filled and submitted, the selection
process starts wherein the candidate has to pass through various stages and
interview. The interview panel consists of the persons from Corporate (HR), and
other persons including the executives from the department for which the
vacancy is to be filled.

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The selected candidates are then short-listed. The short listed candidates are
then given priority numbers; this is due to the reason that sometimes the
candidate who is having first priority is unable to join the organisation due to
some reasons then in that case the candidate next in the priority list is given
preference. The candidate has to under go medical examination and his
credentials are verified.

After qualifying these stages, the candidate is then absorbed in the organisation
and explained his/her duties. This phase marks the end of the selection
procedure.

Cafe Coffee Day Ltd..also performs Campus interviews as and when the need
arises. The esteemed organisation also provides apprentice training-wherein the
organisation trains the people in the working of the organisation and gives then
stipend. If these trainees are found useful to the organisation then they are
absorbed in the organisation else they are given certificate so that they can show
this as an experience and get a job elsewhere.

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HRM
When we talk of human resource management, we have in our mind a variety of things.
These include:
 Training
 Skill development and up-gradation of knowledge and skills of the employees.
 Motivating the employees,
 Attracting the personnel and their retention
 Wages, salaries and rewards and
 Monitoring and controlling the employees performance
These aspects of human resource management and development are essential for every sector
but in the case of tourism, they have a special significance. This is because tourism is a
service industry and here the customer is not only buying a service or a product but he is also
experiencing and consuming the quality of service which is reflected in the performance of
the person involved in the production and delivery of the service. Since what is marketed here
is a relationship between the customer and the producer of services, the importance of human
resources becomes vital for the success of the business. Generally, in such service operations
the emphasis has been on courtesy and efficiency and it is assumed that the service in tourism
is all smiles and effective communication. However, with the changing nature of tourism and
growing special sation only smiles, communications skills and courtesy will not serve the
purpose. For example, a guide may be very good in communication but unless he or she is
equipped with knowledge and information related to the monument or the city, he or she will
not be able to perform quality service. Similarly, a driver may be very good at driving but
unless he knows the roads and addresses of the city, only his driving capabilities will be of no
help in providing quality service. And we must remember here that tourists, whether foreign
or domestic, are increasingly becoming more demanding as regards quality of service.
Generally, human resource management, planning and development in tourism have to be
taken at both macro as well as micro levels. At the macro level, one takes into account the
educational and training infrastructure available in a country and the efforts initiated by the
ICAO. This also includes the efforts initiated by the private sector. At the micro level, one
takes into account how best individual organizations plan and manage their human resources
V S Mahesh, formerly Vice President (Human Resources) with the Taj Group of Hotels, is of
the opinion that two central features common to all sectors of the tourism industry must be
considered in this regard:

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1) The concept of Moments of Truth (MOT), and
2) MOT‟s relationship to the attainment of service excellence in an organization.
Jan Carlzon has defined MOT “as an intention between a customer and an organization,
which leads to a judgement by the customer about the quality of service received by her or
him”. In tourism industry, 95% of the MOTs take place between customers and the front line
staff and most of the time they are not visible to the management. For example, how a hotel
receptionist is handling the customers or how an escort is conducting the tour is not visible to
the management. Yet, the tourist‟s experience of the holiday is dependent on how the staff
manning such services has treated him or her. Mahesh has pointed out that in case of
negative experiences, only less than five percent cases get reported to the management by the
customers and hence according to him the crucial questions is “are human beings capable of
doing their job correctly, willingly and with a smile, when they know that their management
is most unlikely to be able to see or hear them, let alone bear of their failure to do so”? This
puts additional on the human resources management factor in the tourism industry. Certain
organizations, companies and even destinations are known for their hospitality and are even
termed as service leaders in their areas of operations. Researches conducted by various
scholars in this area show that they have achieved this, status, through effective human
resource management in their organizations. According to Gail Cook Johnson these
companies have applied the principal of empowerment to all employees. This empowerment
is manifested in the way that companies:
 Are highly focused and consistent in everything they do and say in relation to employees,
 Have manager who communicate with employees
 Facilitate, rather that regulate, their employees response to customers
 Solicit employee feedback about how they can do things better
 Stress the importance of team work at each level of the organization and
 Plan carefully the organization‟s recruitment and training needs.
These companies give less emphasis on hierarchy and formal relationship rather; they adopt
flat organizational structure in terms of span of control. Johnson further states that these
service leaders can be recognised for:
 Their unfailing commitment to service principles,
 Their investments in people to ensure staffing competence,

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 A management philosophy which stresses communication a proactive orientation and
employee feedback and
 A dedication to teamwork
In fact, human resource management and customer‟s care/expectations management are inter
related area in the area of tourism. Sarah Mansfield has identified four key principles in the
development of customer care within companies. These according to her are
1) Customer care „starts at the top‟ was meaning that commitment to the principle of
customer care must emanate from senior management levels within an organization.
Successful management‟ is not only about the right management style but also an
attitude, ethos or culture of the organization which overrides the management
techniques used, such that in the absence of other instructions these values will dictate
how an employee will behave.
2) „Customer care involves everyone‟ within the organization. It is not just about front-
line staff. The contrary view „only services to reinforce the electricians‟ or
administrators, opinion that the standard of service they give in support of the front-
line staff is not important. How can cleaners do the right job unless they fully
appreciate their customer‟ needs and the importance of their role? High standards of
customer care cannot be achieved by ignoring seasonal, part time or voluntary staff
that represents the face of the business to many customers.
3) „Care for your staff and they will care for your customers. Too often organizations
look first to the customer, whereas the emphasis should be placed on the staff.
Improving the experience of the staff encourages a better service and a better
experience for customers. More customers are obtained thereby improving the
climate in which management and staff work. Investment and greater professionalism
follow success and the cycle of achievement is reinforced.‟
4) „It‟s a continuous‟, meaning that „customer care is not a quick fix Research but it long
term plan‟.
According to V S Mahesh “The nature, determinates and problem areas of service quality
within tourism points clearly to the central role of personnel, at all levels, in attaining levels,
of excellence in this respect. Development the service culture, within a company, and within
tourism industry, cans he seen as crucial to the success of tourism.” Hence, the activities of
an HRD manager in tourism can be categorised as:
 Human resource planing and

44 | P a g e
 Human resource development
Aspect like forecasting, recruiting and induction in the human resource area are taken care of
through human resource planning. The identification of specific developmental needs for the
manpower aimed at developing and exploiting the competencies of the human resources are
taken care of through human resource development.

45 | P a g e
HUMAN RESOURCE PLANNING
In this Section, we will deal with certain aspects which are relevant for managers or
entrepreneurs at an organization‟s level in the area of human resource planning. Human
resource planing can be termed as a process for preparing a plan for the future personnel
needs of an organization. It takes into account the internal activities of the organization and
the external environmental factors. In a service industry like tourism, such planning also aims
at improving the quality of manpower resources. Human resource planning involves:

 Analysis of existing manpower resources,

 Planning for future needs taking into account how many people with what skills and at
what levels the organization will need, and
 Planning for the development of the employees by adopting in-house training and
continuing education methods to upgrade the knowledge and skills of the employees.

RECRUITMENT AND SELECTION PROCEDURES IN HR

Recruitment and selection procedure is a vital factor of an organization. If it is not done
properly the production procedure will be hampered. Hence productivity will fall down. So
the organization will be in trouble and it will affect the employer- employee relationship. So
recruitment and selection procedure should be done in proper and correct manner. The new
candidates should replace the vacant post so that the production of the company does not
hamper. By this the productivity will increase and the organization will gain profit. So the
employer will be happy and will not hesitate to distribute bonus and increments to the
workers. The workers will also be more motivated to work. Hence there will be harmonious
relationship in the organization. It will also stabilize the organization in the long run.

46 | P a g e
HUMAN RESOURCE MANAGEMENT IN CAFE COFFEE DAY

Organisation structure:
The whole organisation behaves as a Parivar, with one legal guardian. All directors and
shareholders are from among workers and the entire have taken an oath through affidavit. In
the court of law that neither their family members shall have claim or share in the assets or
profits of the company. All workers of company are the proud owners of the organisation.
The workers believe in the concept that “manpower is superior to money power”.
Recruitment and selection
Recruitment is the process of seeking out and attempting to attract individuals in external
labour markets, who are capable of and interested in filling available vacancies. Recruitment
is an intermediate activity whose primary function is to server as a linked between Human
Resource Planning on the one hand and selection on the other. Sources of recruitment are
through internal and external channels. Cafe Coffee Day recruits it‟s employees both
externally as well as internally. Recruitment for the airline is done through interviews of
selected applicants and people who pass the interviews of selected applicants and people who
pass the interview are required to undergo a medical test before he/she is finally placed in the
Cafe Coffee Day.
Employees are also recruited through internal mobility. This is done on the basis of merit and
seniority. After passing the examination the candidates are called for an interview along with
the employees who have become eligible for promotion on the basis of seniority.

47 | P a g e
HUMAN RESOURCE FUNCTIONS

 Recruitment and selection.

 Performance Appraisal.
 Reward and Recognition
 Employee Engagement
 Training and Development.
 Employee Grievances
 Promotion, Transfer, Separation.
 General administration & Welfare.
 Security.
 Public Relations.
 Industrial Relations.
 Corporate Compliance

48 | P a g e
HUMAN RESOURCE PROCESS IN ORGANISATION

Human Resource Recruitment Selection

Training & Socialization

Development

Performance
Promotions, Transfers,
Appraisal
Demotions & Separations.

49 | P a g e
 HUMAN RESOURCE DEPARTMENT

Unit Head
Additional General
Manager-Corporate HR &
IR

Deputy Manager-HR

Assistant manager HR

HR executive Supervisor
Senior Executive-HR
Administration

General
housekeeping Administration
Intern

50 | P a g e
 Objective of Study

The basic objective of this report is to “Recruitment and selection process In Cafe Coffee
Day”. Following fundamental objectives have been identified as the sub-objectives of the
study:-

1. To study the identity of the recruitment & selection process in the organization as a
whole.

2. To find out the employees as per company‟s vacancies.

3. To find out the various sources of advertisement of vacancies like-media (electronic

or paper or both), schools, posters etc.

4. To study the work environment and select the pattern of interview, which can help
out to select the suitable employee for the organization.

5. To study the interpersonal relationship.

51 | P a g e
 SCOPE OF STUDY

The scope of study is to observe the degree of satisfaction levels of the employer as well as
the employees towards the process of recruitment and selection techniques adopted by the
company. It will also show the deviations if any, towards this affect that will be experienced
in research. Apart from getting an idea of the techniques and methods in the recruitment
procedures it will also give a close look at the insight of corporate culture prevailing out there
in the organization. This would not only help to aquanaut with the corporate environment but
it would also enable to get a close look at the various levels authority responsibility
relationship prevailing in the organization. Also the stipulated time for the research is
insufficient to undergo an exhaustive study about the topic assigned and moreover the scope
of the topic (recruitment and selection) is wide enough, so it is difficult to cover all the topic
within the stipulated time.

52 | P a g e
 RESEARCH METHODOLOGY

The purpose of the methodology is to describe the research procedure. This includes overall
research design, the sampling procedure, the data collection method, and analysis procedure.
Out of total Delhi NCR area 100 respondents from Cafe Coffee Day have been taken for
convenience. The sample procedure chosen for this are statistical sampling method. Here
randomly employees are selected and interviewed. Information, which I collected, was based
on the questionnaires filled up by the sample employees.
Under secondary method I took the help of various reference books which I have mentioned
in bibliography and also by way of surfing through the company website.
 Primary Data
 Questionnaire: Corresponding to the nature of the study direct, structured questionnaires
with a mixture of close and open-ended questions will be administered to the relevant
respondents within the Personnel and other Departments of the organisation.
 Secondary Data
 Organizational literature: Any relevant literature available from the organisation on the
Company profile, recruitment & selection procedures, Job specifications (Cafe Coffee
Day), department-wise break up of manpower strength and the organisational structure.
 Other Sources: Appropriate journals, magazines , relevant newspaper articles, company
brochures and articles on www sites will also be used to substantiate the identified
objectives.

 Sampling Plan and Design

A questionnaire will be used for the purpose of research:
 Questionnaire:To test the validity and effectiveness of the recruitment and selection
procedures within the organisation and to test the validity and effectiveness of the policies
and procedures within the organisation.
 The basic rationale of Questionnaire is to ascertain the perception of the non-HR
departments in terms of the validity and effectiveness of the policies and procedures used
by the organisation. It is also in line with the assessment of any
suggestions/recommendations that the respondents from these Departments might have in

53 | P a g e
 terms of the use of an alternative source/device of recruitment and selection, than what
already forms the current practice of the HR Department.

 Questionnaire would be administered to 100 respondents, from the operations department

of the organisation.
 Sampling Element
 The respondents would comprise of Operations personnel
 Sample Extent: The extent of the sample is confined to the Delhi NCR operations of the
Cafe Coffee Day, specifically to the Administration.
 Sampling Technique
 Judgement Sampling would be used for the purpose of choosing the sample for the
purpose of administering Questionnaire. The identified expert would have a thorough
knowledge about all the respondents within the Department. Thus his/her expertise would
be incorporated in locating, identifying and contacting the required respondents.
Again Judgement sampling would be effectively used in identifying the typical non - HR
Departments within the organisation and subsequently for the location and identification
of suitable respondents for Questionnaire.

54 | P a g e
 Data Analysis & Interpretation
DATA ANALYSIS
The analysis of the various sources of recruitment and selection devices is presented on the
following pages.
 The response entailed from the HR Department (as analysed from Questionnaire)
represents current practice within the organisation in terms of the sources of recruitment
and selection devices used.
 The analysis of the response entailed from all the other departments (as analysed from
Questionnaire) forming the sample, represents the perception of the respondents from the
Department in terms of the validity and effectiveness of the various sources/devices of
recruitment/selection (specific to this Department)
 The analysis further entails any suggestions/recommendations given by these non-HR
Department (forming the sample for administering Questionnaire), in terms of any
recruitment source and/or selection device that should be deployed by the organisation
apart from what already constitutes current practice (specific to operations)

55 | P a g e
 1. DOES THE RECRUITMENT AND SELECTION PROCEDURE AFFECTS THE
PERFORMANCE OF THE EMPLOYEES?

100% 90%
80%
60%
Percentage of
Employees Yes
40%
No
20% 10%
0%

CAFE COFFEE DAY

(Company name)

INTERPRETATION:
Yes, it does because if in appropriate candidates are selected it would lead to loss of
productivity, labor turnover.

90 out of 100 employees said that recruitment and selection procedure affects the
performance of the employees while 10 out of 100 employees said that it does not.

56 | P a g e
 2. DOES THE COMPANY RECRUIT EMPLOYEES INTERNALLY?

100%
100%
80%
60%
Percentage of
Employees Yes
40%
No
20%
0%
0%
CAFE COFFEE DAY
(Company name)

INTERPRETATION:
100 out of 100 employees said Cafe Coffee Day recruit employees internally.

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 3. IS THE RECRUITMENT AND SELECTION PROCEDURE FOLLOWED BY THE
COMPANY APPROPRIATE?

80% 75%
70%
60%
50%
Percentage of
40%
Employees
Yes
30% 25%
No
20%
10%
0%

CAFE COFFEE DAY

(Company name)

INTERPRETATION:
75 out of 100 employees believe that the recruitment and selection procedure followed by the
company is appropriate while 25 out 100 employees believe its inappropriate.

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 4. DOES YOUR COMPANY DISCLOSE THE JOB SATISFACTION AT THE TIME
OF SELECTION OF A CANDIDATE ?

80%
65%
60%
Percentage of 35%
40%
Employees Yes

20% No

0%

CAFE COFFEE DAY

(Company name)

INTERPRETATION:
Disclosing of job specification basically depends on the job profile of the candidate.
65 out of 100 employees say that the economy discloses the job specifications at the time of
selection of a candidate while 35 out of 100 employees said the company doesn‟t disclose job
specifications at the time of selection.

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 5. DOES YOUR COMPANY ASK FOR REFERENCES AT THE TIME OF
SELECTION?

100%
100%
80%
60%
Percentage of
Employees Yes
40%
No
20%
0%
0%

CAFE COFFEE DAY

(Company name)

INTERPRETATION:
100 out of 100 employees said that the company ask for references at the time of selection.

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 6. WHAT PERCENT OF THE SELECTION PROCEDURE DOES THE WRITTEN
TEST CONTRIBUTE?

80% 70%
60%
Percentage of
40%
Employees 30% Yes

20% No

0%

INTERPRETATION:
70 out of 100 employees say that the written test contribute the main factor of recruitment but
30% employees say that written test not take a main part of recruitment.

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 7. WHICH TYPE OF INTERVIEW METHODS DOES YOUR COMPANY
USUALLY FOLLOW?

80% 70%
60%
Percentage of Direct
40%
Employees 30%
20% GD
0% interview
0%

CAFE COFFEE DAY

(Company name)

INTERPRETATION:
70 out of 100 employees say that company follows direct interview method, and 30 out of
100 says company follow the GD interview.

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 8. CAFE COFFEE DAY GO FOR A CAMPUS RECRUITMENT FOR FRESHER‟S

60% 55%
50% 45%
40%
30%
20%
10%
0%
Yes
No

INTERPRETATION:
In the survey I find that CAFE COFFEE DAY prefer the fresher only 55% in campus and
45% Not prefer for fresher in campus.

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 9. DOES YOUR COMPANY RECRUITMENT FOR THE OTHER STATE

100%
100%
80%
60%
40%
20%
0%
0%
Yes

No

INTERPRETATION:
In the survey I find that CAFE COFFEE DAY recruit the people in other state.

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 10. YOU ARE SATISFIED WITH THE QUESTION AND WHICH ARE ASKED
FROM THE CANDIDATES AT THE TIME OF INTERVIEW

50% 45%
40%
30%
30% 25% Agree

20% Partially
agree
10%
0%

INTERPRETATION:
In the survey I find that maximum 45% persons are agree with CAFE COFFEE DAY and
some 30% persons are disagree.

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 11. MANPOWER IS BASED ON PREVIOUS PRODUCTION DATA

100%
100%
80%
60%
40%
20%
0%
0%
Yes
No

INTERPRETATION:
In the survey I find that 100% manpower is based on previous production data.

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 12. MANPOWER IS LINKED OF VISION OF THE COMPANY

80%
80%

60%

40%
20%
20%

0% Yes
No

INTERPRETATION:
In the survey I find that maximum 80% is linked of vision of the company.

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 13. MEDICAL TEST IS DONE AT THE TIME IN CAFE COFFEE DAY

80%
80%

60%

40%
20%
20%

0% Yes
No

INTERPRETATION:
In the survey I find that maximum cases 80% medical test is done at the time in CAFE
COFFEE DAY but in some cases medical test is not required.

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 14. INTERVIEW CONDUCTED BY CAFE COFFEE DAY IS FREE FROM BIAS

100%
100%
80%
60%
40%
20%
0%
0% Yes
No

INTERPRETATION:
In the survey I find that maximum CAFE COFFEE DAY conducted the interviews is free
from bais.

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 15. CAFE COFFEE DAY CHECK ALL INFORMATION WHICH IS GIVEN BY THE
APPLICANT BEFORE SELECTION

100%
100%
80%
60%
40%
20%
0%
0% Yes
No

INTERPRETATION:
In the survey I find that CAFE COFFEE DAY check all the information before interview.

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 16. CAFE COFFEE DAY CONDUCT THE PHYSICAL EXAMINATION BEFORE
SELECTION

80% 75%

60%

40%
25%
20%

0% Yes
No

INTERPRETATION:
In the survey I find that maximum cases CAFE COFFEE DAY not conduct the physical
examination before selection but in some cases CAFE COFFEE DAY conduct the physical
examination.

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17. YOU ARE SATISFIED WITH RECRUITMENT PROCESS IN CAFE COFFEE DAY

80% 75%

60%

40%
25%
20%

0% Yes
No

INTERPRETATION:
In the survey I find that maximum 75% persons are satisfied with recruitment process in
CAFE COFFEE DAY but 25% persons are not satisfied with recruitment process in CAFE
COFFEE DAY.

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18. CAFE COFFEE DAY ALSO RECRUITMENTS THE PEOPLE FOR FUTURE NEEDS

100%
100%
80%
60%
40%
20%
0%
0%
Yes
No

INTERPRETATION:
In the survey I find that maximum CAFE COFFEE DAY recruitment process for the people
for future needs.

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19. FAVORITISM IS DONE CAFE COFFEE DAY AT THE TIMED OF RECRUITMENT
PROCESS

60% 55%
50% 45%
40%
30%
20%
10%
0% Yes
No

s
INTERPRETATION:
In the survey I find that maximum 55% favoritism is not done at the recruitment process but
in some cases 45% can done.

74 | P a g e
FINDINGS

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 FINDINGS
 90% employees said that recruitment and selection procedure affects the performance
of the employees while 10% employees said that it does not.
 100% employees said Cafe Coffee Day employees internally.
 75% employees believe that the recruitment and selection procedure followed by the
company is appropriate while 25% employees believe its inappropriate.
 65% employees say that the economy discloses the job specifications at the time of
selection of a candidate while 35% employees said the company doesn‟t disclose job
specifications at the time of selection.
 100% employees said that the company ask for references at the time of selection.
 CAFE COFFEE DAY prefer the fresher only 55% in campus and 45% Not prefer for
fresher in campus.
 CAFE COFFEE DAY recruit the people in other state.
 Maximum 45% persons are agree with CAFE COFFEE DAY and some 30% persons
are disagree.
 100% manpower is based on previous production data.
 Maximum 80% is linked of vision of the company.
 Maximum cases 80% medical test is done at the time in CAFE COFFEE DAY but in
some cases medical test is not required.
 Maximum CAFE COFFEE DAY conducted the interviews is free from bais.
 CAFE COFFEE DAY check all the information before interview.
 Maximum cases CAFE COFFEE DAY not conduct the physical examination before
selection but in some cases CAFE COFFEE DAY conduct the physical examination.
 Maximum 75% persons are satisfied with recruitment process in CAFE COFFEE
DAY but 25% persons are not satisfied with recruitment process in CAFE COFFEE
DAY. In the survey
 Maximum CAFE COFFEE DAY recruitment process for the people for future needs.
 Maximum 55% favoritism is not done at the recruitment process but in some cases
45% can done.

76 | P a g e
CONCLUSION

77 | P a g e
 CONCLUSION

REQUIREMENT:-
„Necessity is the mother of Invention‟ this is true everywhere. In the study first of all I
tried to find out the cause for the need of the process of Recruitment and selection.
I got the answer from Cafe Coffee Day that here in Cafe Coffee Day major cause for the
process is its Expansion program as Cafe Coffee Day is growing vastly. Few other
reasons are Replacement vacancy Retirement hardly takes place here.

SOURCES:-
An organization‟s excellence depends upon its employee‟s performance, which has not
only to be maintained on a consistent level, but also must be improved constantly. All this
can be achieved if suitable employees are selected, through proper Recruitment and
Selection procedure.

METHODS:-
For the recruitment and selection various test include for e.g. aptitude test ,personality test
and group discussion. As we all know that, in today‟s highly competitive age the biggest
problem is of retention of its highly skilled employees in the organization. Recruitment
plays a vital role in this regard. But it should be seen that no system is without any flaws.
Every system has its strong and weak points and is open for change at any time.

IMPROVEMENT:-
CAFE COFFEE DAY a well-developed Selection System for its employee‟s
development. Thus, the company provides scope for employees on future growth, career
planning, training and development.

78 | P a g e
RECOMMENDATIONS

79 | P a g e
 RECOMMENDATIONS

The research in Cafe Coffee Day has helped me in broadening my view. It has helped me to
know that HR is the heart of every organization. It made me aware about how policies play
an important role in the smooth functioning of any organization. But I have found that there
is something that lacks in the company and which is possible to overcome.

Cafe Coffee Day is engaged in making maximum sales, providing satisfaction to its
customers, as well as maintaining good relations with the corporate world. But it has not
thought about marinating a health relation with its employees. This is the reason that there
was an increase in the labor turnover. Also, it has never given consideration to find the reason
lying behind the same.

Employee retention is crucial to the long-term success of your business and therefore the
ability to retain employees is a primary measure of the health of your organization. Of
significant concern is the fact that unplanned employee turnover directly impacts the bottom
line of a business.

The company can undertake the following steps to maintain long and existing relationship
with its employees as well as a steady increase in sales:-

1. Employees should know clearly what is expected of them-

Continually changing expectations minimize employee‟s sense of internal security
and create unnecessary stress. It is beneficial therefore to provide a specific
framework, in which people can work.

2. Employees should be provided with quality management and leadership-

It is well documented that people leave their managers more often than they leave the
company or the job. Turnover issues that cause an employee to feel unvalued by their
manager include lack of feedback about performance, lack of clarity regarding
earning potential, failure to hold scheduled meetings, and the failure to provide a
framework for the employee to succeed. Ensure that the right people are in place to

80 | P a g e
 lead your teams, departments, business units and the organization as a whole towards
success.

3. The company should compensate candidates applying for any position in the
organization in case of external recruitment; this will give candidates a positive
impression about the company.
4. The references given by the candidates at the time of selection should be brought into
use and should be verified in order to avoid undesired candidates.
5. Job specifications should be disclosed at the time of recruitment and selection so that
employees are well aware of the tasks to be performed by them and the expectations
their seniors have from them.
6. Company should undergo personality test in order to judge the personality of the
person applying for the job.
7. Company should have a round of panel interview so that decision of selecting a
candidate is not based on personal biasness of the interviewer, interviews should
therefore be followed by group discussion.

81 | P a g e
LIMITATIONS

82 | P a g e
 LIMITATIONS
 The scope of the study in terms of coverage is limited to the Delhi NCR operations of the
Cafe Coffee Day
 Within the organisation the study is limited to the Regional-level management and the
operations Department of the organisation.
 In line with the purpose of conducting employee interviews, the study would be confined
to personnel holding certain designations within the organisation at different levels.
 Although the limitations that I faced in the organizations is the absence of Trade Unions
co-operation, otherwise which could have help me in understanding the industrial
relations in a comprehensive manner.
 Secondly, the limitation that I have is the scope of collection of sample size which was
confined to only one department, which would have other wise made my study and
observations in an effective manner.

83 | P a g e
BIBLIOGRAPHY

84 | P a g e
 BIBLIOGRAPHY

BOOKS

 Robbins P. Stephens, Organizational Behavior, Prentice Hall, 7th Edition, Chapter 16,

pages 636-641.

 Koontz Harold &Weihrich Heinz, Essentials of Management, Mc Graw Hill, 5th Edition,

Chapter 11, pages 217-245.

 Decenzo A. David & Robbins P. Stephen, Personnel/HR Management, Prentice Hall, 3rd

Edition, Chapters 6,7 & 8, pages 117-209.

Magazines

 India Today

 Today‟s traveller

 Business Today

News Paper

 Times of India

 Hindustan Times

 Economic Times

Web sites

 www.Cafe Coffee Dayindia.com

 www.indiatimes.com

85 | P a g e
QUESTIONNAIRE

86 | P a g e
 QUESTIONNAIRE

QUESTIONNAIRE ON RECRUITMENT & SELECTION FOR

THE EMPLOYEES
1. Does the recruitment and selection procedure affects the performance of the employees?

Yes [ ] No [ ]

2. Does the company recruit employees internally?

Yes [ ] No [ ]

3. Is the recruitment and selection procedure followed by the company appropriate?

Yes [ ] No [ ]

4. Does your company disclose the job specifications at the time of selection of a candidate?

Yes [ ] No [ ]

5. Does your company ask for references at the time of selection?

Yes [ ] No [ ]

6. What percent of the selection procedure does the written test contribute?

Yes [ ] No [ ]

7. Which type of interview methods does your company usually follow?

Direct [ ] GD [ ] Other [ ]

8. CAFE COFFEE DAY go for a campus recruitment for fresher‟s?

Yes [ ] No [ ]

9. Does your company recruitment for the other state?

Yes [ ] No [ ]

10. You are satisfied with the question and which are asked from the candidates at the time of
interview?

Agree [ ] Partially agree [ ] disagree [ ]

87 | P a g e
11. Manpower is based on previous production data?

Yes [ ] No [ ]

12. Manpower is linked of vision of the company?

Yes [ ] No [ ]

13. Medical test is done at the time in CAFE COFFEE DAY?

Yes [ ] No [ ]

14. Interview conducted by CAFE COFFEE DAY is free from bias?

Yes [ ] No [ ]

15. CAFE COFFEE DAY check all information which is given by the applicant before selection?

Yes [ ] No [ ]

16. CAFE COFFEE DAY conduct the physical examination before selection?

Yes [ ] No [ ]

17. You are satisfied with recruitment process in CAFE COFFEE DAY?

Yes [ ] No [ ]

18. CAFE COFFEE DAY also recruitment the people for future needs?

Yes [ ] No [ ]

19. Favoritism is done CAFE COFFEE DAY at the time of recruitment process?

Yes [ ] No [ ]

88 | P a g e