• Akhilesh Singh Rawat

• Harish Kumar

• Navendra Singh

• Prakash Nevatia

Indian Railway Catering and Tourism Corporation Ltd. (IRCTC) is a Public Sector Enterprise under Ministry of Railways & incorporated as a company in1999

Purpose of creation is to professionalize and manage the catering and hospitality services at stations, on trains and other locations and to promote tourism through development of budget tour packages, information & commercial publicity and global reservation systems

Company has launched 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

On Board Catering Services in Rajdhani / Shatabdi / Duronto and Mail / Express Trains and Static Catering Units such as Refreshment Rooms, Book Stalls, Milk Stalls, Ice Cream Stalls, etc. across the Indian Railway Network

7 P’S

PEOPLE At present IRCTC have around 4500 employees. The

employees comprise of IRCTC Direct Employees, Deemed

Deputation absorbers, Deemed Deputations, deputations and

fixed term employees.

Agent Network across India

PLACE Five Zonal Offices are working at Delhi, Kolkata, Mumbai,

Chennai and Secunderabad.

PRICE Low cost as per Government in case of railway and others are

cheaper than compared to the other competitors.

7 P’S

PROMOTION Advertisement, Subh Yatra Card, SBI Railway Card ,

promotional offers through debit card/credit card

PROCESS Online processing, counter , Home Delivery facility available,

e-ticketing, SMS based ticketing , Android / Window based

Mobile platform ticketing ,

PRODUCT Tour packages, Flight, Hotels, Tourist Train, Cab and Loyalty

Program , Railneer Drinking Water , Train food,

Non core product : Online shopping through IRCTC website

PHYSICAL EVIDENCE Well developed web site with whole lots of information,

Counters and ‘139’ customer enquiry service , round the

clock ticketing service , food Plaza and restaurants ,

• Luxury Tourist Trains

• Exclusive Charters

• Tour Packages

• Bharat Darshan –Special tourist trains for the budget travel segment

• Budget Hotels – near important railway stations all over India

• Cab rentals

• Call Centers – for rail & tourism related information

• On-board catering on trains all over the IR network

Competition is from both private and public sector organizations

Other State Road Transport Corporations

Private Tours & Travelers like Cox & King, Make mytrip etc

Airlines (offering packages at reasonable lower costs)

IRCTC provides secure, safe travel at affordable price

Bundle of Benefits are :

• Confirmed reservation in train

• Hotel accommodation

• Free site seeing / experienced tourist guides

• Cab facilities

• Insurance policies (Travel)

TANGIBLE FACTORS OF IRCTC -TOURISM

Ambience: Infrastructure of bus, seating type (sleeper or semi sleeper),

DVD facility, AC, Bed sheets, Water bottles, warmers, and curtains.

TOURIST GUIDE: Uniform, Qualification, social skills

Search and experience qualities: Distribution of brochures,

Digital Marketing improves quality.

Physical Representations: logos, colors enhances

visual representation

Documentation: Displaying Quality assurance

certificates by service providers

STRENGTHS WEAKNESSES

Subsidiary of Ministry of Railways.

Government supported

Excellent Faith & Goodwill

Largest e-commerce website

Monopoly in Rail tour packages &

Rail Ticketing

Concession on booking of charters

Citizen centric services

Bureaucratic decision making process

Poor Promotional activities & public relation

Non existence of full fledge Marketing team.

Attitude problem of employees

Lack of motivation in employees

OPPURTUNITY THREATS

High potential in Tourism Sector

Increase in Individual disposable income

Air Packages & Road Transport Packages.

Booming Hotels &Resorts Industry

Bids for Contract

Strategic Tie-ups for better & improved performance.

Leading web portals like Make

My Trip, Cox & Kings, Clear trip,

Thomas cook, Yatra etc.

Cyber Attacks like DoS

Withdrawal of government

support

Low fare Airlines

Private Small Tour operators

Increasing Inflation rate

Marginal cost pricing strategies are adopted to provide low cost services to

the customers in public interest.

Awareness has been created about a product or a service offered to a

customer through advertisements and their strategic placement

Making a good public relation with customer by Maintaining a service brand

with the public and thus generating repeat buyers etc.

Transaction costs are being minimized for benefit of the people. For ex.

Paperless ticket, SMS based ticketing etc.

Mobile platform is being used innovatively in service delivery

mechanism. Like android based app.

Attracted lots of channel partners for delivering the various services .

Technological up-gradation of the online ticketing is being done

regularly to meet customers expectations. For ex. During tatkal the

webportal is light.

Jago Yatri Jago Campaign – drive to curb overcharging by service staff

- Toll Free No. 1800-111-139 & SMS on 9971111139

Contract of various Government Departmental canteens

ICWAI National Award of Excellence in Cost Management-2009 in the “Public – Service Sector - Medium” category.

QCI- D. L. Shah National Award on Economics of Quality on 19 th Feb, 2010.

"National Tourism Award of Excellence" by Ministry of Tourism, Govt. of India.

“National Award for E-Governance, 2007-08” jointly by Department of IT, Govt. of India and Govt. of Haryana.

“Best e-Governed Project G2C - Urban & Rural” by Computer Society of India in November, 2007.

“Genius of the Web Award 2007” for Best E-Gov PSU Site by CNBC.

IRCTC Tourism Unit of West Zone bagged “Best Value Leisure Product” in the leading Travel and Tourism Fair of India i.e. the TTF )TM 2008.

Indian Restaurant Awards 2014.