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
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
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