Topics: Tourism, Customer service, Service system Pages: 22 (6331 words) Published: March 14, 2011
The Project Report on Understanding the service delivery mechanisms adopted by IRCTC.

Sushil Kumar Singh-EM-21
Sunil Bihari Das-EM-20
Chandan Singh-EM-004
Anil Kumar –EM-001
Sambit Diptiman Gantayat-EM-15


We are extremely thankful to Dr. Bhimaraya A.Metri for guiding us to undertake a Project on Service Management Concepts that we studied in our Operation Management for Services subject. We convey our gratitude for his encouragement, teaching that helped us to complete this project successfully.


1.Overview of IRCTC
2.Objective of the Study
3.Nature of Services(IRCTC)
4.Service Industry Analysis(IRCTC)
oCatering Service Industry(SWOT)
oOnline Ticket Booking Industry(SWOT)
oTourism Service Industry Analysis(SWOT)
5.Public Opinion/Feed-Back.
6.Findings & Suggestion
8.Reference Document/Website.

Indian Railway Catering and Tourism Corporation (IRCTC) is a subsidiary of the Indian railways that handles the •Catering
Online ticketing operations of the railways.
The IRCTC has been set up by the Ministry of Railways with the basic purpose of hiving off entire catering and tourism activity of the railways to the new Corporation so as to professionalize and upgrade these services with public-private participation. Rail based Tourism in India will be the specific vehicle for achieving high growth in coordination with state agencies, tour operators, travel agents and the hospitality industry. A dynamic marketing strategy in association with public and private agencies, tour operators, transporters, hoteliers and local tour promoters is on the anvil. Indian Railways span global volumes in hospitality and catering sectors with services provided to 13 million passengers every day.

Mission "Enhance customer services and facilitation in railway catering, hospitality, travel and tourism with best industry practices".

(1) To be a customer friendly company through constant innovation, technology driven and human resource development. (2) Optimize resources, increase manpower productivity through quality product vending and innovative marketing strategies. (3) Upgrade and consolidate catering services in the organized sector. (4) Expand areas of core competencies; enhance business opportunities through efficient public - private partnerships to maximize generation of resources. (5) Imbibe strong and ethical work culture through teamwork, build and reposition Indian Railways in the emerging services sector. (6) Evolve high standards of business ethics, quality management and effective cost control measures. (7) Concern for the environment and heritage

oCorporate Office of IRCTC is situated at New Delhi , which is headed by the Managing Director. oManaging Director is being assisted by three Directors, Director(Catering Services), Director(Tourism & Marketing) and Director(Finance) and nine Group General Managers. oFor smooth operations of the business across all over the country, five Zonal Offices are working at Delhi , Kolkata, Mumbai, Chennai & Secunderabad. oSouth Zone Office is headed by Regional Director and all other Zonal Offices are headed by Group General Managers. oAll Group General Managers have vast experience of working in Indian Railways. o These Zonal Offices are assisted by ten Regional Offices. MANPOWER:

At present IRCTC has 4453 employees (as on 31st December, 2009) on its roll. For bringing professionalism in the work culture, IRCTC has recruited professionals in different field like HR, Tourism, Catering and Finance, through direct recruitment or campus recruitment. E-COMMERCEGROWTH:

During the year 2008-2009, two major Industry Associations produced separate reports on e-commerce in India. Both the reports came out around the same time, namely June-July 2009. One was prepared by the National Committee on E-Commerce set up...
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