FORUM SHAH 5001  RONAK NANDWANA 5016  KOMAL PATEL

5024

YASH THACKER 5035  SEJAL SHAH 5050  KEVAL SANGHVI 5051  AADIT SHAH 5059

Introduction to transport.

Importance of transport.

Introduction to Indian railways.

History of indian railways.

Indian Railways

Type Public

Founded April 16, 1853, nationalized in 1951

Headquarters New Delhi

Key people Union Railway Minister:Mamta BannergyMinister of State for Railways (V):R. VeluMinister of State for Railways (R):Naranbhai J RathwaChairman Railway Board:J. P. Batra

Area served India

Industry Railways and Locomotives

Parent Government of India.

Intangibility Perishability Inseparability Heterogeneity Ownership Simultaneously Quality measurement Nature of demand

Political

Economic

Social

Technology

Railways are owned and managed by the Government of India.

Decentralized certain powers such as the General Managers of Zonal Railways are given to finalize tenders and contracts up to a value of 15 crores at their own level.

Adopted proactive strategies for railways aimed at income generation and cutting costs.

Privatization

Cannot balance demand and supply

Growing Economic Burden

Investment in unremunerative projects

A series of developments in the 1990s

Contribution to GNP

Serve all sections of the society

Social Revolution

During the times of war and natural calamities

Environment friendly

Social status

Double/Multiple Lines

Computerised Passenger Reservation Facility

Improved Signaling and other systems

Construction of bridges

Anti – collision devices

Modern Technology

Basis of segmentation

Segments

Class wise / income wise1st class ac sleeper class,

Ac 2 tier class car,Ac 3 tier sleeper class,

Ac chair car,First class ordinary,

Sleeper class ordinary,Chair car ordinary,

General class ordinarySex wise Ladies special trains

Speed wise Mail, Express, Ordinary fast, Super fast, Luxury, Special.

Distance wiseLong distance,

Medium distance,Short distance.

AUGMENTED

BASIC

POTENTIAL

E

X

P

E

C

T

E

D

Timeliness

Cleanliness

Safety of passengers

Proper ticket dispensation and checking

First Class Waiting rooms Seating Area Waiting Rooms Trolleys Refreshment Facilities Showers Pay Phone ATM Machine Vendors/stalls

The railways have designed coaches with new layouts, having significantly higher capacity than the previous coaches.

Some of the innovative measure such as on-board entertainment and fast food facilities.

All trains on IR are identified by primarily through their numbers (either the 4-digit nationwide numbers or the zonal numbers for local passenger trains).

The most common way to name a train is by providing the endpoints of the train and the train class designation, e.g., Bangalore-Chennai Mail

INFORMATION

CONSULTANCY

ORDER TAKING

SAFE CUSTODY

HOSPITALITY

EXCEPTION

BILLING

PAYMENT

CORE

Timetables

Announcements

Improved interiors

Internet accessibility

NTES — ('National Train Enquiry System')

various enquiry numbers such as 131 ,132 & 137

No special consultancy provided

Travel agents

Ticket counter

Reservation counters

Working hour are displayed at ticket windows

Website www.indianrail.gov.in

Railway Tourist Agents

Various aspects such as the surrounding, infrastructure, appearance, speaking tone etc.

centralized Training Institutes (CTIs)

foreign training every ten years

Interlocking and signaling system CCTV and smart video cameras Railway Protection Force Loss of tickets lost property in trains Install doorframes and hand-held metal

detectors,

Jain food

Senior citizens

Train number Seat number Coach number PNR number Ticket number Age of the passenger Birth number Train name Passengers name

Cash local post office, petrol pumps ,ATMs credit cards

PRODUCT MIX PRICING Place Promotion People Process Physical evidence

Passenger Ordinary Express Fast Passenger Special Trains

Public grievances redressal

Procedure for theft of passengers luggage

Vigilance organisation

Dynamic Pricing Policy

Passenger services

 Fully Air-conditioned Garib Rath

Largest rail network in Asia and the world’s second largest.

Routes cover a total length of 63,140 km (39,233 miles).

6,856 numbers of stations Headquarters

Reduction in Fares

Proliferation Of Ticketing Facility

Upgradation Scheme

Frequent Travellers Scheme

Tourists Tickets

(“Enabling the promise”)

INTERNAL MARKETTING

EXTERNAL MARKETTING

(“Setting the promise”)

SERVICE FIRM SERVICE FIRM

EMPLOYEES EMPLOYEES CUSTOMER CUSTOMER

INTERACTIVE MARKETTING

(“Delivering the promise”)

Ticketing process Reservation Process Refund process Claim process Communication process Entraining Detraining process Loading / Unloading process

Arrive at Railway station

Standing in Ticket

line

Get the ticket

Pay for the

Tickets

Enter details in computer

Ticket’s print-out

Get in to the train

Record it in a

Record Sheet

Give the Tickets

Collect the Tickets from the Station

Receive the

Payment

Get Down at

Destina-tion

Blueprint of Traveling in Train

Report it at the station

Line of interaction

Line of visibility

Line of internal interaction

Railway stations Trains Reservation and booking center Tickets or passes issued Tracks Bridges Others

Strengths

Weakness

Opportunities

Threats

Economic fares suiting needs of all classes

Improved performance of the Indian Railways since past few years

Additional services provided

Limited concern for consumer satisfaction

Second largest consumer of energy

Decentralisation

Transport sector in GDP

Rail Development in India

Other modes of transport

DELAY

C U S T O M E R S

O T H E R S

E Q U IP M E N T

M AT E R IA L

F R O N T L IN E

B A C K O F F IC E

P R O C E D U R E

IN F O R M AT IO N