tours and travels (ssm)

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SERVICE SECTOR MANAGEMENT APARNA JAIN

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Page 1: Tours and Travels (SSM)

SERVICE SECTOR MANAGEMENT

APARNA JAIN

Page 2: Tours and Travels (SSM)

PRESENTED BY

Pratiksha Bonila Yash Chheda Prafull Chorge Palak Doshi Chainika Gala Hardik Gohil Darshan Hazare Deepak Jain Payal Mehta

152223323642495274

Page 3: Tours and Travels (SSM)
Page 4: Tours and Travels (SSM)

INTRODUCTION TO TOURISM

One of the most profitable industries in India.

The largest service industry, with a contribution of 6.23% to the national GDP and 8.78% of the total employment in India.

10.8 million Indians travel abroad. Growth rate of 10-12%.

Page 5: Tours and Travels (SSM)

SOTC – AN OVERVIEW

SOTC is India's Leading Tour operator SOTC is KUONI India's key outbound travel

brand. SOTC, India’s largest outbound tour operator

was acquired by KUONI Travels - World's leading premium Tour Operator in the year 1996 and is a leader in all segments.

SOTC has been voted "Best Outbound Tour Operator" five times in a row by the Galileo Express Travel & Tourism Awards Committee.

Page 6: Tours and Travels (SSM)

SERVICES OF SOTC

Planning, organization and equipping of location area

Contracting and negotiation of services Organization of pre and post tour

programs. Transportation - meet and greet services

during all arrivals Security Visa application services, etc

Page 7: Tours and Travels (SSM)

P’S OF MARKETING MIX

Productivity and quality

Positioning and

perception

Planning

Page 8: Tours and Travels (SSM)

1. PRICE

Cost Plus Pricing

Competitive Pricing

Perceived Value Pricing

Page 9: Tours and Travels (SSM)

2. PLACE 347 offices in India. Internet.

3. PROMOTION Advertising. Public relations. Personal selling. Sales promotion.

Page 10: Tours and Travels (SSM)

4. PEOPLE An essential

ingredient Exhaustive training is

provided. 2900 employees. Includes travel agents.

Tour operators ,etc .

Page 11: Tours and Travels (SSM)

5. PROCESS

Reaching the customer

Explaining the details

Negotiating the terms

Completion of customer

formalities

Reservations as per the

needs

Itinerary arrangements

Journey to destination

Walking the talk

Return journey

Page 12: Tours and Travels (SSM)

6. PHYSICAL EVIDENCE

Making judgment on accommodation, travel facilities, executives’ behavior, etc.

Page 13: Tours and Travels (SSM)

7. PRODUCTIVITY AND QUALITY

8. POSITIONING AND PERCEPTION In marketing, positioning has come to mean the process

by which marketers try to create an image or identity in the minds of their target market for its product, brand, or organization. In travel & tourism industry a company builds its image in the market with regards to their services and the packages they provide.

Page 14: Tours and Travels (SSM)

9. PLANNING

1) Define goals and objectives

2) Identify the tourist system

3) Generate alternatives

4) Evaluate alternatives

5) Select and implement

6) Monitor and evaluate

Page 15: Tours and Travels (SSM)

4 PILLARS OF SOTC

Transportation. Customer. Hotel industry. Government.

PILLARS

Transportation

Customer

Hotels

Government

Page 16: Tours and Travels (SSM)

SWOT ANALYSIS

STRENGTHS India’s largest outbound tour operator. Offices in all major cities of India. Tie-ups with other tour operators and travel agents

across India. Internet booking of tickets and packages.

WEAKNESS Lack of corporate offices and small cities across the

nation. Feedback system available only for namesake. Ineffective customer services. No proper marketing of India's tourism abroad.

Page 17: Tours and Travels (SSM)

OPPORTUNITIES More proactive role from the government of India

in terms of framing policies. Allowing entry of more multinational companies

into the country giving us a global perspective. Growth of domestic tourism.THREATS Economic conditions and political turmoil in other

conditions. Political turbulence within India in Kashmir and

Gujarat. Aggressive strategies adopted by other countries.

Page 18: Tours and Travels (SSM)

BALANCE BETWEEN DEMAND AND SUPPLY

Cross training employees Modify or move facilities and equipments Schedule down time during low demand Partitioning the demand Developing complementary service Advertising and sales promotion

Page 19: Tours and Travels (SSM)

RATER ANALYSIS

Reliability Assurance Tangibles Empathy Responsiveness

Reliability Assurance

Tangibles Empathy

Responsiveness

Page 20: Tours and Travels (SSM)

GAP ANALYSIS

Knowledge gap Standards gap Delivery gap Internal communication gap Perception gap Interpretation gap Service gap

Page 21: Tours and Travels (SSM)

HOW TO OVERCOME GAP ANALYSIS ???

Learn what customer expects. Establish the right quality standards Ensure that performance meets

standards Ensure that delivery matches promises.

Page 22: Tours and Travels (SSM)

SERVICE RECOVERY

We are sorry. Fix the problem. Show your concern. Do something extra.

Page 23: Tours and Travels (SSM)

COMPLAINT HANDLING

a) Adopt a positive attitude

b) Reassure the customer

c) Establish the empathy

d) Identify the problem and the cause

e) Guide the customer

f) Communicate the steps to follow

g) Solve the problem

h) Inform the customer about the same

i) Monitor the final satisfaction

Page 24: Tours and Travels (SSM)