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<ul><li>FORUM SHAH 5001 </li></ul><ul><li>  </li></ul><ul><li>RONAK  NANDWANA     5016 </li></ul><ul><li>  </li></ul><ul><...
<ul><li>Introduction to transport. </li></ul><ul><li>Importance of transport. </li></ul>
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 M...
<ul><li>Intangibility  </li></ul><ul><li>Perishability </li></ul><ul><li>Inseparability </li></ul><ul><li>Heterogeneity </...
<ul><li>Political </li></ul><ul><li>Economic </li></ul><ul><li>Social </li></ul><ul><li>Technology </li></ul>
<ul><li>Railways are owned and managed by the Government of India. </li></ul><ul><li>Decentralized certain powers such as ...
<ul><li>Cannot balance demand and supply </li></ul><ul><li>Growing Economic Burden </li></ul><ul><li>Investment in unremun...
<ul><li>Serve all sections of the society </li></ul><ul><li>Social Revolution </li></ul><ul><li>During the times of war an...
<ul><li>Double/Multiple Lines </li></ul><ul><li>Computerised Passenger Reservation Facility </li></ul><ul><li>Improved Sig...
Basis of segmentation Segments Class wise / income wise 1 st  class ac sleeper class, Ac 2 tier class car, Ac 3 tier sleep...
AUGMENTED BASIC POTENTIAL E X P E C T E D
<ul><li>Timeliness </li></ul><ul><li>Cleanliness </li></ul><ul><li>Safety of passengers </li></ul><ul><li>Proper ticket di...
<ul><li>First Class Waiting rooms </li></ul><ul><li>Seating Area </li></ul><ul><li>Waiting Rooms </li></ul><ul><li>Trolley...
<ul><li>The railways have designed coaches with new layouts, having significantly higher capacity than the previous coache...
INFORMATION CONSULTANCY ORDER   TAKING SAFE CUSTODY HOSPITALITY EXCEPTION BILLING PAYMENT CORE
<ul><li>Timetables </li></ul><ul><li>Announcements </li></ul><ul><li>Improved interiors </li></ul><ul><li>Internet accessi...
<ul><li>No special consultancy provided </li></ul><ul><li>Travel agents  </li></ul><ul><li>Ticket counter </li></ul>
<ul><li>Reservation counters </li></ul><ul><li>Working hour are displayed at ticket windows </li></ul><ul><li>Website  www...
<ul><li>Various aspects such as the surrounding, infrastructure, appearance, speaking tone etc. </li></ul><ul><li>centrali...
<ul><li>Interlocking and signaling system </li></ul><ul><li>CCTV and smart video cameras </li></ul><ul><li>Railway Protect...
<ul><li>Jain food  </li></ul><ul><li>Senior citizens </li></ul>
<ul><li>Train number </li></ul><ul><li>Seat number </li></ul><ul><li>Coach number </li></ul><ul><li>PNR number </li></ul><...
<ul><li>Cash </li></ul><ul><li>local post office, petrol pumps ,ATMs </li></ul><ul><li>credit cards  </li></ul>
<ul><li>PRODUCT MIX </li></ul><ul><li>PRICING </li></ul><ul><li>Place </li></ul><ul><li>Promotion </li></ul><ul><li>People...
<ul><li>Passenger </li></ul><ul><li>Ordinary </li></ul><ul><li>Express </li></ul><ul><li>Fast Passenger </li></ul><ul><li>...
<ul><li>Public grievances redressal </li></ul><ul><li>Procedure for theft of passengers  luggage </li></ul><ul><li>Vigilan...
<ul><li>Dynamic Pricing Policy </li></ul><ul><li>Passenger services </li></ul><ul><li>  Fully Air-conditioned Garib Rath <...
<ul><li>Largest rail network in Asia and the world’s second largest. </li></ul><ul><li>Routes cover a total length of 63,1...
 
<ul><li>Reduction in Fares </li></ul><ul><li>Proliferation Of Ticketing Facility </li></ul><ul><li>Upgradation Scheme </li...
(“Enabling the promise”) INTERNAL MARKETTING EXTERNAL MARKETTING (“Setting the promise”) SERVICE FIRM EMPLOYEES CUSTOMER I...
<ul><li>Ticketing process  </li></ul><ul><li>Reservation Process  </li></ul><ul><li>Refund process  </li></ul><ul><li>Clai...
Arrive at Railway station Standing in Ticket line Get the ticket Pay for the Tickets Enter details in computer Ticket’s pr...
<ul><li>Railway stations </li></ul><ul><li>Trains </li></ul><ul><li>Reservation and booking center </li></ul><ul><li>Ticke...
<ul><li>Strengths </li></ul><ul><li>Weakness </li></ul><ul><li>Opportunities </li></ul><ul><li>Threats </li></ul>
<ul><li>Economic fares suiting needs of all classes </li></ul><ul><li>Improved performance of the Indian Railways since pa...
<ul><li>Limited concern for consumer satisfaction </li></ul><ul><li>Second largest consumer of energy </li></ul>
<ul><li>Decentralisation </li></ul><ul><li>Transport sector in GDP </li></ul><ul><li>Rail Development in India </li></ul>
<ul><li>Other modes of transport </li></ul>
 
 
 
 
 
 
 
 
 
 
 
 
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  1. 2. <ul><li>FORUM SHAH 5001 </li></ul><ul><li>  </li></ul><ul><li>RONAK NANDWANA 5016 </li></ul><ul><li>  </li></ul><ul><li>KOMAL PATEL 5024 </li></ul><ul><li>YASH THACKER 5035 </li></ul><ul><li>  </li></ul><ul><li>SEJAL SHAH 5050 </li></ul><ul><li>  </li></ul><ul><li>KEVAL SANGHVI 5051 </li></ul><ul><li>  </li></ul><ul><li>AADIT SHAH 5059 </li></ul>
  2. 3. <ul><li>Introduction to transport. </li></ul><ul><li>Importance of transport. </li></ul>
  3. 4. Introduction to Indian railways. History of indian railways.
  4. 5. Indian Railways Type Public Founded April 16, 1853, nationalized in 1951 Headquarters New Delhi Key people Union Railway Minister: Mamta Bannergy Minister of State for Railways (V): R. Velu Minister of State for Railways (R): Naranbhai J Rathwa Chairman Railway Board: J. P. Batra Area served India Industry Railways and Locomotives Parent Government of India.
  5. 6. <ul><li>Intangibility </li></ul><ul><li>Perishability </li></ul><ul><li>Inseparability </li></ul><ul><li>Heterogeneity </li></ul><ul><li>Ownership </li></ul><ul><li>Simultaneously </li></ul><ul><li>Quality measurement </li></ul><ul><li>Nature of demand </li></ul>
  6. 7. <ul><li>Political </li></ul><ul><li>Economic </li></ul><ul><li>Social </li></ul><ul><li>Technology </li></ul>
  7. 8. <ul><li>Railways are owned and managed by the Government of India. </li></ul><ul><li>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. </li></ul><ul><li>Adopted proactive strategies for railways aimed at income generation and cutting costs. </li></ul><ul><li>Privatization </li></ul>
  8. 9. <ul><li>Cannot balance demand and supply </li></ul><ul><li>Growing Economic Burden </li></ul><ul><li>Investment in unremunerative projects </li></ul><ul><li>A series of developments in the 1990s </li></ul><ul><li>Contribution to GNP </li></ul>
  9. 10. <ul><li>Serve all sections of the society </li></ul><ul><li>Social Revolution </li></ul><ul><li>During the times of war and natural calamities </li></ul><ul><li>Environment friendly </li></ul><ul><li>Social status </li></ul>
  10. 11. <ul><li>Double/Multiple Lines </li></ul><ul><li>Computerised Passenger Reservation Facility </li></ul><ul><li>Improved Signaling and other systems </li></ul><ul><li>Construction of bridges </li></ul><ul><li>Anti – collision devices </li></ul><ul><li>Modern Technology </li></ul>
  11. 12. Basis of segmentation Segments Class wise / income wise 1 st 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 ordinary Sex wise Ladies special trains Speed wise Mail, Express, Ordinary fast, Super fast, Luxury, Special. Distance wise Long distance, Medium distance, Short distance.
  12. 13. AUGMENTED BASIC POTENTIAL E X P E C T E D
  13. 14. <ul><li>Timeliness </li></ul><ul><li>Cleanliness </li></ul><ul><li>Safety of passengers </li></ul><ul><li>Proper ticket dispensation and checking </li></ul>
  14. 15. <ul><li>First Class Waiting rooms </li></ul><ul><li>Seating Area </li></ul><ul><li>Waiting Rooms </li></ul><ul><li>Trolleys </li></ul><ul><li>Refreshment Facilities </li></ul><ul><li>Showers </li></ul><ul><li>Pay Phone </li></ul><ul><li>ATM Machine </li></ul><ul><li>Vendors/stalls </li></ul>
  15. 16. <ul><li>The railways have designed coaches with new layouts, having significantly higher capacity than the previous coaches. </li></ul><ul><li>Some of the innovative measure such as on-board entertainment and fast food facilities. </li></ul><ul><li>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). </li></ul><ul><li>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 </li></ul>
  16. 17. INFORMATION CONSULTANCY ORDER TAKING SAFE CUSTODY HOSPITALITY EXCEPTION BILLING PAYMENT CORE
  17. 18. <ul><li>Timetables </li></ul><ul><li>Announcements </li></ul><ul><li>Improved interiors </li></ul><ul><li>Internet accessibility </li></ul><ul><li>NTES — ('National Train Enquiry System') </li></ul><ul><li>various enquiry numbers such as 131 ,132 & 137 </li></ul>
  18. 19. <ul><li>No special consultancy provided </li></ul><ul><li>Travel agents </li></ul><ul><li>Ticket counter </li></ul>
  19. 20. <ul><li>Reservation counters </li></ul><ul><li>Working hour are displayed at ticket windows </li></ul><ul><li>Website www.indianrail.gov.in </li></ul><ul><li>Railway Tourist Agents </li></ul>
  20. 21. <ul><li>Various aspects such as the surrounding, infrastructure, appearance, speaking tone etc. </li></ul><ul><li>centralized Training Institutes (CTIs) </li></ul><ul><li>foreign training every ten years </li></ul>
  21. 22. <ul><li>Interlocking and signaling system </li></ul><ul><li>CCTV and smart video cameras </li></ul><ul><li>Railway Protection Force </li></ul><ul><li>Loss of tickets </li></ul><ul><li>lost property in trains </li></ul><ul><li>Install doorframes and hand-held metal detectors, </li></ul>
  22. 23. <ul><li>Jain food </li></ul><ul><li>Senior citizens </li></ul>
  23. 24. <ul><li>Train number </li></ul><ul><li>Seat number </li></ul><ul><li>Coach number </li></ul><ul><li>PNR number </li></ul><ul><li>Ticket number </li></ul><ul><li>Age of the passenger </li></ul><ul><li>Birth number </li></ul><ul><li>Train name </li></ul><ul><li>Passengers name </li></ul>
  24. 25. <ul><li>Cash </li></ul><ul><li>local post office, petrol pumps ,ATMs </li></ul><ul><li>credit cards </li></ul>
  25. 26. <ul><li>PRODUCT MIX </li></ul><ul><li>PRICING </li></ul><ul><li>Place </li></ul><ul><li>Promotion </li></ul><ul><li>People </li></ul><ul><li>Process </li></ul><ul><li>Physical evidence </li></ul>
  26. 27. <ul><li>Passenger </li></ul><ul><li>Ordinary </li></ul><ul><li>Express </li></ul><ul><li>Fast Passenger </li></ul><ul><li>Special Trains </li></ul>
  27. 28. <ul><li>Public grievances redressal </li></ul><ul><li>Procedure for theft of passengers luggage </li></ul><ul><li>Vigilance organisation </li></ul>
  28. 29. <ul><li>Dynamic Pricing Policy </li></ul><ul><li>Passenger services </li></ul><ul><li>  Fully Air-conditioned Garib Rath </li></ul>
  29. 30. <ul><li>Largest rail network in Asia and the world’s second largest. </li></ul><ul><li>Routes cover a total length of 63,140  km (39,233 miles). </li></ul><ul><li>6,856 numbers of stations </li></ul><ul><li>Headquarters </li></ul>
  30. 32. <ul><li>Reduction in Fares </li></ul><ul><li>Proliferation Of Ticketing Facility </li></ul><ul><li>Upgradation Scheme </li></ul><ul><li>Frequent Travellers Scheme </li></ul><ul><li>Tourists Tickets </li></ul>
  31. 33. (“Enabling the promise”) INTERNAL MARKETTING EXTERNAL MARKETTING (“Setting the promise”) SERVICE FIRM EMPLOYEES CUSTOMER INTERACTIVE MARKETTING (“Delivering the promise”)
  32. 34. <ul><li>Ticketing process </li></ul><ul><li>Reservation Process </li></ul><ul><li>Refund process </li></ul><ul><li>Claim process </li></ul><ul><li>Communication process </li></ul><ul><li>Entraining </li></ul><ul><li>Detraining process </li></ul><ul><li>Loading / Unloading process </li></ul>
  33. 35. 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
  34. 36. <ul><li>Railway stations </li></ul><ul><li>Trains </li></ul><ul><li>Reservation and booking center </li></ul><ul><li>Tickets or passes issued </li></ul><ul><li>Tracks </li></ul><ul><li>Bridges </li></ul><ul><li>Others </li></ul>
  35. 37. <ul><li>Strengths </li></ul><ul><li>Weakness </li></ul><ul><li>Opportunities </li></ul><ul><li>Threats </li></ul>
  36. 38. <ul><li>Economic fares suiting needs of all classes </li></ul><ul><li>Improved performance of the Indian Railways since past few years </li></ul><ul><li>Additional services provided </li></ul>
  37. 39. <ul><li>Limited concern for consumer satisfaction </li></ul><ul><li>Second largest consumer of energy </li></ul>
  38. 40. <ul><li>Decentralisation </li></ul><ul><li>Transport sector in GDP </li></ul><ul><li>Rail Development in India </li></ul>
  39. 41. <ul><li>Other modes of transport </li></ul>
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