Labour relation

 EXECUTIVE SUMMARY……………………………………………………………………..Page 5.
 INTRODUCTION………………………………………………………………………………..Page 9.
 OBJECTIVE………………………………………………………………………………………..Page 12.
 RESEARCH METHODOLOGY………………………………………………………………Page 14.
 DATA ANALYSIS & INTERPRETATION………………………………………………….Page 18.
 RECOMMENDATION & CONCLUSION………………………………………………..Page 35.
 APPLIED VALUE…………………………………………………………………………………Page 40.
 REFERENCES……………………………………………………………………………………..Page 43.

2

The importance of Human Resource Development for Tourism Industry is
increasingly being realized. There is a need to mobilize the human resource with
the purpose to enable them to participate in the task of organizational
development and nation building. Mobilization would include the need to
develop the human resource, their skills, knowledge, attitudes, so that they can
achieve competently the pre-determined goals. Obviously the efficient and
professional management is pre-requisite of successful tourism development.
Having equal importance, however, is the quality of staff training, this is often
relatively neglected during the early stages of tourism sector development.
Tourism basically being a service business, a developing destination must take
the necessary steps to build a pool of efficient trained people to fill various jobs,
which will be created subsequently. A variety of jobs will have to be created to
look after and manage various tourist services. Special attention, therefore, will
have to be given to the needs of manpower and personnel to be trained and
rendered qualified for the various tourism professions.

3

Special care has to be taken to ensure that there is expansion of facilities and
services. In case of a developing country, it will also be appropriate to study at
this stage the volume of manpower required for activities complementary to
accommodation industry in general and service sector particular. In spite of
having a lot of tourism potentials India’s share of global international tourism is
relatively small in volume about 0.40% of world tourism. The greatest thrust to
tourism will come through human resource development in our country. We
would have skilled persons to handle this industry right from the level of waiters
to executive level and in case of Air India Ltd. Ground duty staff to flying staff.
While planning for human resources development, programmes should be
established to screen and train prospective employees so that they could acquire
both attitudinal as well as technical skills. Attitudinal characteristics contribute to
an employee’s success in tourism position and include pride, flexibility,
adaptability and judgment.

4

Technical skills required for equipment operation and maintenance, financial
management, food and beverage, and personnel management etc. In order to
determine the need for various personal required, a staff planning exercise may
be done. This involves a series of steps, which include job analysis, preparing job
description, job specifications and preparing staff forecasts. This sequence of
activities leads to a detailed forecast of exactly what types of persons, with what
specific qualifications and skills will be required at all major facilities within the
tourist destination. All this helps in determining the development of requisite
education and training programmes within the country for local residents. This
will also help in determining whether there is a need for trained personnel from
other countries and also whether local people are to be sent for training
elsewhere.

5

Respondents’ opinion regarding human resource development in Air India Ltd.,
has been presented and analyzed in table – 1 and it is found that majority of the
employees agree with the question of the questionnaire that the human resource
is to be considered as an extremely important factor for productivity. They feel
that top management does not treat human resources more politely as it is one
of the important factors of production. Most of the employees feel that there is
need to re-structure the organizations of Air India Ltd. and train and develop
them according to its pre-determined objectives. They feel that their
potentialities are not fully utilized for enhancing productivity of this organization.
While HRD has been helping Air India Ltd., the overall performance as regards
higher productivity has not been so encouraging. The main reason is the conflict
between employees and the management, which leads to strike and unrest
among them.

6

India's labour force exhibits extremes ranging from large numbers of illiterate
workers unaccustomed to machinery or routine, to a sizable pool of highly
educated scientists, technicians, and engineers, capable of working anywhere in
the world. A substantial number of skilled people have left India to work abroad;
the country has suffered a brain drain since independence. Nonetheless, many
remain in India working alongside a trained industrial and commercial work force.
Administrative skills, particularly necessary in large projects or programs, are in
short supply, however. In the mid-1990s, salaries for top administrators and
technical staff rose sharply, partly in response to the arrival of
foreign companies in India. About 7 per cent of the 400 million-strong workforce
were employed in the formal sector (comprising government and corporate) in
2000 contributing a whopping 60 per cent of the nominal GDP of the nation. The
Trade Unions Act of 1926 provided recognition and protection for a nascent
Indian labour union movement. The number of unions grew considerably after
independence, but most unions are small and usually active in only one firm.
Union membership is concentrated in the organized sector, and in the early
1990s total membership was about 9 million. 7

Many unions are affiliated with regional or national federations, the most
important of which are the Indian National Trade Union Congress, the
All India Trade Union Congress, the Centre of Indian Trade Unions, the Hind
Mazdoor Sabha, and the Bharatiya Mazdoor Sangh. Politicians have often been
union leaders, and some analysts believe that strikes and other labour protests
are called primarily to further the interests of political parties rather than to
promote the interests of the work force.
To do a study on Labour Relation and to discuss the current and future prospects
of a particular service industry, we have chosen the Tourism sector of India.
The purpose of Human Resource Development is to improve the capacity of the
human resource through learning and performance at the individual, process and
organizational levels. By applying a well-ordered and professional HRD approach
to work in the protected areas field, the skills, knowledge and attitudes of park

8

personnel will be enriched and this overall quality of work performed will
improve. There are a number of problems and constraints, which concern the
human resource development in the Tourism Industry, viz., shortage of qualified
manpower; shortage of tourism training infrastructure and qualified trainers;
working conditions in the Tourism Industry; and lack of proper strategies and
policies for human resource development. The present study is an attempt to
analyze the HRD initiatives of Tourism Industry with special reference to Air India
Ltd. To enhance and sharpen the capabilities of its employees. The study also
identifies the need of the Air India to incorporate the spirit of HRD in day to day
functioning by utilizing the all possible human resource systems and mechanism
to the organization.

9

 To impart knowledge and develop skills oriented to the nature and
needs of the Tourism Industry for present and future needs.

 To develop the individual intellectually as well as materially to
enable him to lead a fuller life by developing his/her capacity to
learn and earn.

 To enhance the contribution, which individuals can make in the
collective tourism, endeavor, which is needed to enlarge the
availability of, services which the nation, as a whole needs.

 To acquire/sharpen capabilities required to perform various
obligations in the Tourism Industry and the tasks and functions
associated with their present or expected future roles.

10

 To develop an organizational culture in which superiors subordinate
relationship, team work, and coordination among different sub-units
are strong and contribute to the organizational wealth, dynamism,
professional well-being, motivation and pride of the employees in
Tourism Industry.

 To assess the growth in productivity of Tourism Industry in India.

 To prescribe a package of recommendations meant for the
government and the Tourism Industry both to make the industry
more effective and viable.

11

(a) Research Design and Methodology:
It has been be the endeavor of the author to make an empirical
study, by analyzing and critically examining the relevant statistics,
collected from primary as well as secondary sources. Primary data
have been collected by using structured questionnaire, personal
interviews, discussions and observations.
Secondary sources include published and unpublished sources.
Published sources are newspapers, reports of WTO, ITDC, and official
publications of national and international tourism bodies including
Central and State Governments. Unpublished sources viz., the
records maintained by the Government and private hotels, studies
undertaken by research institutions, scholars, executives and
economists have served the purpose. The research design and
methodology with respect to the sample size, its composition and
susceptibility for the selected statistical tools and procedures have
been strongly influenced by the inherent characteristics of the
respondents working in Air India Ltd. which has been undertaken as
case study. 12

(b) Non-Parametric Statistical Analysis:
To conclude data in a meaningful manner, to find out perceptions
and opinions and to study the uniformity in the views of various
respondents, chi-square (􀃈2) test has been applied. The‘t’ test has
also been applied for.

(c) Sample:
100 employees (not below the rank of Assistant Managers and
supervisory levels) of Air India Ltd., New Delhi have been selected.
The sampling method has been devised as to ensure adequate
representation for the entire population with regard to human
resource development.

13

(d) Questionnaire Design:
Pilot survey has been undertaken for pre-testing the questionnaire.
Questionnaire has been edited in the light of the results of the pilot
survey. The questionnaire includes 28 statements (referred to
Appendix-I) relating to the importance of human resources in the
eyes of management, to impart knowledge and develop skills,
organizations recruitment policy, selection procedure, to
development the individual intellectually as well as materially, to
enhance the contribution which individuals can make in the
collective endeavor, properly planned, developed and monitored
the HRD system, consultancy rules/guidelines and policy, to develop
an organizational structure in which superior sub-ordinate relations
become stronger, recognition of adequate pay, perks and other
financial benefits of the employees by the organizations to develop
managerial capabilities of management staff, to organize frequent
career counseling and short duration programmes,
14

to review the status of growth in the productivity of tourism
organizations, mechanism adopted by the organizations, to reward
for any good work done, to satisfy with the rewards and incentive
schemes provided by the organization, to make efforts to identify
and utilize the potentials of the employees, performance appraisal
reports, to create organizational culture within the organization and
finally to achieve organizational effectiveness.
(e)Scaling:
Three scales i.e. Agree, Disagree, and No Response statements have
been consideration.
(f)Limitation of the Study:
(I) Some of the conclusions are based on the estimates,
assumptions, observations and informal interviews.
(II) Sample size remains medium.

15

DATA: Following are the data’s collected from the employees of Air India LTD. A
set of questionnaire was presented to the employees and the result is as follows:
Instruction: Please Put Tick Mark (Ö) in the relevant boxes.
Statements:
1. Does top management believe that human resource is an
extremely important resource and whether it is to be treated more
politely?
A. Agree B. Disagree C.
No Response
2. Does top management need to impart knowledge and develop
skills, oriented to the nature and needs of the Air India Ltd. for present
and future requirement?
A. Agree B. Disagree C.
No Response

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3. (I) Does the organization’s recruitment policy aim at the long-run
development of potential employees?
A. Agree B. Disagree
C. No Response
(II) If agree, who frames it?
A. Ministry of Civil Aviation
B. Air India Ltd...
C. Air India Ltd. in consultation with the relevant organization.
D. Any other viz., the Professional HRD organizations.
4. Does top management consider appropriate selection as an
important function of HRD?
C. No Response

17

5. Is the present selection procedure adopted by the Air India Ltd. is considered
beneficial:
(a) By the employees:
A. Agree B. Disagree C. No Response
(b) By the organization:
(c) By both (a) and (b):
6. Does the management of Air India Ltd. think to develop the individual intellectually
as well as materially to enable him/her lead a fuller life by developing his/her
capacity to learn and earn?

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7. Does the management make efforts to enhance the contribution, which
individuals can make in the collective endeavor of the organization?
8. Has Air India Ltd. properly planned, developed and is monitoring the HRD system
keeping in view the organizational requirements?

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9. (I) Do you have consultancy rules/guidelines and policy in place?
(a) All the above:
A. Agree B. Disagree C. No
Response
(b) Rules and Guidelines:
(c) Only Policy:
(II) If any, how many types of consultancies are allowed?
A. Individual
B. Institutional
C. Collaborative
D. Any other type (please specify)...................................

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10. (I) Do you take steps to develop an organizational structure in which superior sub-
ordinate relationship and co-ordination among different units, become strong for
achievement of organizational goals?
11. Does management of Air India Ltd. recognize the importance of?
(I) Adequate pay, perks, and other financial benefits of the employees?
(II) Job security and career advancement of the employees
(III) Both (I) and (II) above

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12. (I) Is there adequate emphasis on developing managerial capabilities of
management staff of Air India Ltd. through training?
(II) Training arrangement:
1. On the Job
2. In organization’s own training school.
3. In other reported training establishments:

22

13. (I) Does Air India Ltd. organize frequently career counseling and short-duration
programmes for updating the knowledge and skills managers/supervisors/grass
root level employees?
14. (I) What is the status of growth in the productivity of Air India Ltd... for the last 5
years ?
15. Is there any mechanism in Air India Ltd. to reward for any good work done or any
contribution made by the employees for their motivation?

23

16. Are employees (flying and ground duty staff) of Air India Ltd. satisfied with the
rewards and incentive schemes provided by the organization?
(I) Flying staff:
(II) Ground duty staff:
17. Does the management of Air India Ltd. make efforts to identify and utilize the
potential of the employees?
18. Does the top management spend a considerable part of its time and money to
ensure development of its employees?

24

19. Does performance appraisal reports in this organization are based on objective
assessment and adequate information, and not on subjective opinion?
20. Do you feel satisfied at your present post in all respects?
21. Does management recommend a change in the present assignment of the
employees for the purpose of gaining varied experience?
22. Do you concur with the assessment of the Reporting Officer of Air India Ltd. in
respect of Appraisal factors (viz. Decision making, power of analysis, knowledge,
Personality, Human Relations, Resourcefulness, Communication, results
produced)?

25

23. Do you concur with the assessment of the reporting officer regarding
promotability, training needs and development plans?
24. Are there any limiting factors which possibly hinder the future advancement of
the employees?
25. Do you consider your employees suitable in all respects to hold independent
charge of a post of representational nature?
26. Does your organization have any major significant
achievement/patents/MOU/transfer of technology as a result of interaction with
other Tourism?
(I) Indian (specific airlines)

26

(II) If agree, at the national or international level?
A. National B. International
27.(I) Is organizational culture created within Air India Ltd. to help keep it dynamic?
(II) If agree, what practices in your view would help sustain the work culture in
your organization?
A. Infusing the mission spirit among employees
B. Responsible top management practices
C. Socialization
D. Any other type viz., synchronization of individual and organizational goals.

27

28. Does Air India Ltd. intend to achieve organizational effectiveness i.e. inspiration
to achieve goals, through higher production, cost reduction, higher profitability,
growth and diversification?
C. No Response.

28

ANALYSIS & INTERPRETATION

 It is premised that Tourism Industry can not achieve its effectiveness with the
help of HRD philosophy and approach. Nevertheless, the alternate hypothesis
suggests that the tourism industry can achieve its effectiveness provided due
care is taken to plan, develop and monitor the HRD systems, keeping in view the
organizational and industry requirements.
 Tourism Industry in India has been developing in a lop-sided manner as a result of
which it has failed to develop its proper organizational structure in which
superior sub-ordinate relationship; co-ordination among different sub-units and
team work has not become stronger. This has been adversely affecting the
achievement of organizational goals.
 People join organizations with certain motives, viz., adequate pay and perks, job
security, career advancement and satisfaction of psychological and social needs.
The management of Tourism Industry in India has not been paying due attention
to these factors.
 There has not been so encouraging the overall performance as regards higher
productivity of Tourism Industry in India.
29

V = (r-1) x (c-1)
Column = 2, rows = 28
= (2-1) x (28-1)
= 27 x 1 = 27
Expected frequency = (T2 x C1) / T3
where r refers to rows and c refers to columns.
x2 (calculated value) = 380.85
x20.05, 27 = 40.113 (table value)
Since the calculated value of x2 is much more than the table value, hence the
hypothesis H0 (null hypothesis) is rejected and H1 (alternative hypothesis) is
accepted.
Thus, the result of experiment does not support the hypothesis. Hence, the
researcher concludes that factors framed affect the overall improvement of the
functioning of Air India Limited.

30

Keeping in view the objectives of the study, respondents’ opinion regarding the
Human Resource Development in Air India Ltd. have been presented and
analyzed in Table 1. It is evident that majority of the employees agree with the
statements of questionnaire that human resource is to be considered as an
extremely important factor for productivity. The majority of the respondents
agree with the same. It shows that opinion of the respondents is not equally
distributed. It can be concluded that they feel that the top management do not
treat human resources more politely as it is one of the important factors of
production. Tables also show that a few respondents are uncertain about their
opinions regarding various statements of questionnaire.
Most of the employees feel that there is need to re-structure their organizations
and train and develop the human resources according to its pre-determined
objectives. They feel that their potentialities are not fully utilized for enhancing
productivity of both the organizations. While HRD has been helping Air India Ltd.,
the overall performance as regards higher productivity has not been so
encouraging. The main reason is conflict between employees and the top
management in the organization, which leads to strike and unrest among31 the

employees. Further, organizational culture created within the organizations is not
conducive for sustainable development.
90% of the respondents of statement No. 1 are agree with this statement,
whereas 65% are agree with the statement No. 2, 55% respondents are agree
with the statement No. 3, 50% of the respondents are agree with the statement
No. 4, while 45% of the respondents are agree with statement No. 5, and so on.

On the other hand 8% of the total respondents are disagree with the statement,
30% of the respondents do not agree with the statement No. 2 and 44% of the
respondents do not agree with the statement No. 3 and so on.

32

Tourism is a human experience, a social experience, a geographical phenomenon,
a resource value, and a business industry. It is a major social phenomenon of the
modern society with enormous economic consequences. Its importance as an
instrument for economic development and employment generation, particularly
in remote and backward areas, has now been well recognized the world over.
The industry today is globally recognized as a major economic contributor and
employment generator. The investment flows into this field are constantly on the
increase. The tourism industry faced with various challenges in the field of
human resources, one of the crucial issues in this regard is the quality of
manpower. The industry is vitally faced with the demand for qualified quality
personnel. Today, human resource planning is considered as the way
management comes to grasp the ill-defined and tough-to-solve human resource
problems facing an organization.

33

The role of HR manager is very crucial in selecting and recruiting the right kind of
people who can be an asset for the tourism sector. The training and development
plans are aimed at developing talents to perform effectively in the present and
future higher levels on more challenging work situations. The success of an
organization depends on its ability to affect continuous improvement and provide
quality products and services to its customer. This will require every personnel in
the organization to possess the requisite knowledge, skill and attitude. For the
purpose of determining training requirements, two levels of supervision could be
identified. Each level of supervision should have a curriculum that addresses
competencies required at that level. Work can be a significant source of
satisfaction if opportunities are provided for the recognition and meeting of
employee’s needs. Rewards for an employee including both monetary
compensation and non-monetary recognition must met his basic needs and
conform to the three parameters of external equity, internal equity and
individual equity. Organizational culture is extremely important to create an
environment of respect for each other build team spirit, provide enlightened
leadership and capable supervision, and show that employees are wanted. The
developing countries must first develop the human resources in order to 34 develop

institutional structure in which technological innovation can occur on a large
scale. Economic development can succeed only when the environment as a
whole is conducive to change and innovation at all levels and on all fronts
especially in Tourism Industry. This will require educated masses, literate and
national masses.
The strategies supported to achieve the goal of human resources development in
Tourism Industry include more open government, more transparent and
accountable public administration and development of energetic
entrepreneurship in developing countries and further liberalization of markets
and goods, capital, technology and tourism products. This would require joint
action programmes. A new vision for global co-operation for the next century is
needed. It has become imperative that Tourism Industry should concentrate on
HRD system for grooming. HR in such a manner so as to flourish and achieve
international competitiveness in tourism. The Tourism Industry faces with various
challenges in the field of human resources; one of the crucial issues in this regard
is the quality of manpower. The industry is vitally faced with the demand for
qualified quality personnel. 35

The Government of India has shown some interest, though obviously not enough,
in the promotion of Tourism Industry over the years, the Government has
realized the importance of the skilled manpower in the field at different level to
train and develop human resources. The government should set up a high power
committee consisting of Human Resource Development professionals,
professionals from the Tourism Industry, prominent economists and intellectuals
to study and assess various aspects of HRD and conclude on a National Tourism
Policy on HRD. Inadequate infrastructure is another factor of much concern for
Indian tourism. As matter of fact, one of the major setbacks that the Department
of Tourism has suffered is that its demand for substantial investments amounting
to Rs. 45,000 crores which involves centre, states financial institutions and
private sector to develop tourist infrastructure. Modernization of Delhi and
Mumbai airports is needed urgently. It s believed that the Department of Tourism
has been unable to convince the Finance Ministry and the Planning Commission
to grant adequate resources for the development of infrastructure.

36

It is imperative on the part of the Department of Tourism to fight all the way to
acquire those sources for integrated infrastructure development.

For the up gradation of Human Resources there should be a career planning,
career development and career counseling mechanism to make employees aware
of the general phases of their growth and development. It is the right time to
accord the status of tourism in priority due to increase in tourist arrivals and the
socio-economic benefits of the tourism phenomenon. It is recommended that the
Government of India should form a ‘HRD Board’, which should encourage the
researches upon increasing potentiality of human resources. It should take many
productive and aggressive steps for the promotion of HRD. The need of the hour
is to tackle grassroots realities of HRD and then take some harsh measures to
infuse a new blood in Air India Ltd.

37

EMERGING ISSUES
 The quality and efficiency of services is the primary concern of tourism industry.
In order to achieve this, each of the components of tourism industry requires
trained /skilled manpower. The travel and tourism industry is really as good as
only its people, and it is the people that make the real product. The right person
in the right job is essential for the success in any business. In travel agencies, tour
operations units, hotels, restaurants, motels, resorts and similar businesses, this
factor is particularly important. Thus the need to develop the required human
resources in various segments of the tourism industry in general and Air India in
particular has become imperative.
 There are a number of problems and constraints, which concern the human
resources development in the tourism sector, viz., shortage of qualified
manpower, shortage of tourism training infrastructure and qualified trainers,
working conditions in the tourism sector, and lack of proper strategies and
policies for human resources development.

38

 A well educated and well trained tourism executive, as also the workers at
different levels of work, always prove effective. Therefore, there is need to
employ well-educated and well trained tourism personnel for achieving higher
productivity.
 Tourism Industry utilizing the services of well trained staff are successfully
generating resources by selling tourism products in cost-effective packages,
reaping higher gains; while those Tourism Industry which do not utilize the
sources of well-educated and trained human resource, are placed in the second
fiddle, suffering with a comparative lack of power to compete.
 The resource generation ability of those Tourism Industry which utilize the
services of well educated and well trained human resources, will be definitely
higher.

39

 Numerous decision-making activities, having their bearing upon planning,
control, investment, product-mix, etc., stand hampered by a growing shortage of
relevant, reliable and timely statistical data on both the micro and macro levels.
This too necessitates the involvement of well-educated and well-trained
personnel in the Tourism Industry.
 Pressures for more efficient allocation and utilization of organizational resources
will require the use of far more effective personnel in tourism industry as a whole
and its subsector activities adding to higher productivity.
 Tourism Industry in India suffers from several weaknesses both in qualitative and
quantitative terms.

40

 Dr. Senjuti Goswami, Prof.HR, IIPM Kolkata.
 www.google.com
 www.hrplanning.com
 www.indiatourism.com
 www.travelindia.com
 www.indianairlines.nic.in
 www.wikipedia.org

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