Indian business: Answering aspirations

About seven years ago, an old-world south Mumbai hotel (it would rather not be named) senses hard times. It decides to cut costs and improve productivity — without firing anyone. This is not easy: labour laws restrict work to eight hours. The hotel — known for its silver cutlery, polished daily — faces union unrest when it announces there will no longer be a sweeper on each floor with the waiter and ‘helper’, a junior waiter.

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