Service Process Design at the Irctc

Topics: Tourism, Debit card, Credit card Pages: 11 (2042 words) Published: November 14, 2010
Project report on Service Process IN TOURISM DEPARTMENT AT IRCTC


Towards the partial fulfillment of course of MOS

Submitted by:Submitted to:

Abdul wadoodSufia Khan

Sumit SinghIILM, Gurgaon

Mohd. Tahir

Ajit Singh-1

Nitesh kumar


Indian Railway Catering and Tourism Corporation Ltd. (IRCTC) is a Public Sector Enterprise under Ministry of Railways.

IRCTC was incorporated on 27th September, 1999 as an extended arm of the Indian Railways to upgrade, professionalize and manage the catering and hospitality services at stations, on trains and other locations and to promote domestic and international tourism through development of budget hotels, special tour packages, information & commercial publicity and global reservation systems.

While discharging its mandate, the Company has made a significant mark in its passenger-services oriented business lines like setting up of Food Plazas on Railway premises, ‘Railneer', Rail Tour Packages and ‘Internet Ticketing' bringing great deal of professionalism into the operations.

In addition to above, IRCTC is managing On Board Catering Services in Rajdhani / Shatabdi / Duronto and Mail / Express Trains and Static Catering Units such as Refreshment Rooms, AVMs, Book Stalls, Milk Stalls, Ice- cream Stalls, Petha & Peda Stalls etc. across the Indian Railway Network.


IRCTC has several objectives to accomplish from being quality controlled and customer oriented to being sensitive to necessary changes.

The organization is obligatory to be very alert of the heritage and environment of the voyage and augment the same by means of innovative marketing.

IRCTC is anticipated to reduce the services’ effectiveness provided by means of private-public partnerships.


To become a user-friendly organization by means of constant innovation, HR development and technology driven.

To evolve high business standards, efficient cost control solutions and quality management.

Consolidate and upgrade the services of catering in the developed sector.

To Increase the productivity of manpower, optimize resources through innovative marketing policies.


Corporate Office of IRCTC is situated at New Delhi, which is headed by the Managing Director.

Managing Director is being assisted by three Directors:

Director (Catering Services), Director (Tourism & Marketing) and Director (Finance), And nine Group General Managers.

For smooth operations of the business across all over the country, five Zonal Offices are working at Delhi, Kolkata, Mumbai, Chennai and Secunderabad.

South Zone Office is headed by Regional Director and all other Zonal Offices are headed by Group General Managers.

All Group General Managers have vast experience of working in Indian Railways. These Zonal Offices are assisted by ten Regional Offices at Lucknow, Chandigarh, Jaipur, Bhubneshwar, Guwahati, Patna, Bhopal, Ahemedabad, Bangalore and Ernakulam, which are headed by Chief Regional Managers / Regional Managers.


At present IRCTC have 4453 employees (as on 31st December, 2009) on its roll. The employees comprise of IRCTC Direct Employees, Deemed Deputation absorbers, Deemed Deputations, deputations and fixed term employees.

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.


During the year 2008-09, the Corporation achieved a total income of Rs. 618.77 Crores as compared to Rs. 527.66 Crores in 2007-08 thereby registering a growth of 17.30 %.

The major increase in the income in the year 2008-09 over previous year was achieved due to licensed catering (from Rs. 289.20 Crores to Rs. 341.02 Crores), quantum jump in internet ticketing (from Rs. 39.18 Crores to Rs.74.81...
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