CHETANA’S BACHELOR OF
SUBJECT: Service Sector Management
UNDER THE GUIDANCE OF:
Sr.no Name Roll no
1. KARTHIK NADAR 3135
2. MANOJ ABRAHAM 3136
3. PRAVEEN KUMAR 3144
4. ABBAS SAYYED 3148
5. ABHISHEK SHETTY 3149
Indian Railways is an Indian state-owned enterprise, owned and operated by the
Government of India through the Ministry of Railways. It is one of the world's largest railway
networks comprising 115,000 km (71,000 mi) of track over a route of 65,000 km (40,000 mi)
and 7,500 stations. As of December 2012, it transported over 25 million passengers daily (over 9
billion on an annual basis. In 2011–2012 Indian Railways had revenues of INR1119848.9
million (US$18 billion) which consists of INR696759.7 million (US$11 billion) from freight and
INR286455.2 million (US$4.6 billion) from passengers tickets.
Railways were first introduced to India in 1853 from Bombay to Thane. In 1951 the
systems were nationalised as one unit, the Indian Railways, becoming one of the largest
networks in the world. IR operates both long distance and suburban rail systems on a multi-
gauge network of broad, metre and narrow gauges. It also owns locomotive and coach
production facilities at several places in India and are assigned codes identifying their gauge,
kind of power and type of operation. Its operation covers twenty four states and three union
territories and also provides limited international services to Nepal, Bangladesh and Pakistan.
Indian Railways is the world's ninth largest commercial or utility employer, by number of
employees, with over 1.4 million employees. As for rolling stock, IR holds over 239,281 Freight
Wagons, 59,713 Passenger Coaches and 9,549 Locomotives (43 steam, 5,197 diesel and 4,309
electric locomotives). The trains have a 5 digit numbering system as the Indian Railways runs
about 10,000 trains daily. As of 31 March 2013, 23,541 km (14,628 mi) (36%) of the total
65,000 km (40,000 mi) km route length was electrified. Since 1960, almost all electrified
sections on IR use 25,000 Volt AC traction through overhead catenary delivery.
1. A standard passenger train consists of eighteen coaches, but popular trains can
have 26 coaches or even more.
2. Provision for purchasing tickets via online mode (website of Indian Railway) and offline
mode-purchasing tickets from the ticket counter at each station is well set up. Reservation
against cancellation service is a provision for shared berth in case the travel ticket is not
confirmed. All current passenger service is provided using electric or diesel locomotives.
3. Several long trains are composed of two to three classes of travel, such as a 1st and 2nd
classes which have different pricing systems for various amenities. The 1st Class refers to
coaches with separate cabins, coaches can or cannot be air-conditioned. 3-tier non- AC
coaches and 2nd class seating coaches, which are highly popular among passengers going
on shorter journeys.
4. In air-conditioned sleeper classes passengers are provided with sheets, pillows and
blankets. Meals and refreshments are provided, to all the passengers of reserved
classes, either through the on-board pantry service or through special catering
arrangements in trains without pantry car. Unreserved coach passengers have options of
purchasing from licensed vendors either on board or on the platform of intermediate
5. The amenities depend on the popularity and length of the route. Lavatories are communal
and feature both the Indian style as well as the Western style.
1. Indian Railways carries a huge variety of goods such as mineral ores, fertilizers, iron &
steel, petrochemicals, agricultural products, etc. 70% of revenue comes from freight
2. Freight is a profit making business segment of Indian Railways and is the backbone of
railway revenues. But, recently it is seen that the market share of Indian Railways has
been consistently shrinking and railways is losing out to road.
Transportation of passengers and goods through rail.
Indian Railway introduced the simplest way to check your Railway ticket status using SMS
messages. Just send an SMS on 57886 through your mobile phone now to get any information on
Now all the enquiries like Train Alert, PNR Status, Train Status, Seat Availability, Train
Schedule, Train Information, Train Time phone through SMS facility.
the Indian Railways also launched a new version of TrainEnquiry, a site that displays real-time
train running information. It enables users to search and find all relevant information about the
trains including train time table, live running status and train position, among others.
Table, Train Fare, etc. offered on the web site www.indianrail.gov.in are available on your
Most of the long distance trains on the India railway system have this facility. The pantry car
serves meals, snacks, coffee, tea (chai), and cool drinks. "Room service" is available, where the
wait staff brings your order to your seat, although you can go the pantry car and order your meals
directly. You will need to pay for what you buy unless you are on one of the 'meals included'
The menu is basically vegetarian, although egg omelets and chicken are also served. In the north-
east bound Rajdhani trains even fish is served. Chicken curry and other non-vegetarian dished
are available at the stations for about a Rs.70 per person. Prices are slightly higher for food than
the local restaurants charge, but the food is pretty decent on an express train.
Some supporting service are given below:-
Pantry car will be a supporting service if the travelling is of long distance.
Train arrival time board
Policeman & women
Transportation Industry in India
Indian Railways has monopoly in medium-long distance travelling passengers in India. But,
when we take whole transport industry, it faces stiff competition by following means of
Indian Roadways network carry almost 90% of country’s passenger traffic and 65% of freight.
Roadways are widely used for short and medium distances by passengers. But, the quality of the
roadways network is subjected to locations. It is not uniformly good or well maintained.
Roadways include mainly bus and taxi services for passengers.
India had a road network of over 4.42 million Kms. in 2011, making it one of the three largest
road networks in the world. India's roads are a mix of modern highways and narrow, unpaved
roads. As of 2008, 49 percent - about 2.1 million kilometers - of Indian roads were paved. India
has less than 4 kilometers of roads per 1000 people, including all its paved and unpaved roads.
Air travel has become more affordable but airline services are limited to metro cities in India. It
is frequently used for long distance travelling and in cases of limited time of travel. At present,
there are 125 airports, including 11 international airports.
Currently, there are 12 major and 187 minor and intermediate ports along its more than 7500 km
long coastline. Inland water transportation remains largely undeveloped despite India's 14,000
kilometers of navigable rivers and canals.
7P’s of marketing
Non-stop pointto point trains connecting metros and major state
Air-conditionedtrainslinkingmajorcitiesto NewDelhi.Thereareonlya few
stops on a Rajdhani route.
ShatabdiExpress and Jan
trains for day travel. They have only seats and not berths.
ThesetrainscontainACthree-tierandACchaircarcoacheswithfares less than
the fares forthe same classes in other trains.
Averagespeedgreaterthan 55km (34 mi) perhour.The ticketsforthese
trains havean additional superfast surcharge.
Express and Mail trains
Most commonkind of trains in India. Stops atrelatively important
Slow trainsthat stop at most stations along the route. The trains
generallyhaveunreservedseatingaccommodationbut some night trains
have sleeper and 3A coaches.
Thesetrainsoperateinurban andsuburbanareas, usuallystopatall
quarterlytickets for suburban trains are subsidized.
The different pricing strategies are based on the following categories:
First Class, second class, sleeper, AC
Age based pricing
Concession for Senior Citizens
Half ticket for children below 7 years
Quantity based pricing
Prices for single ticket
Prices for monthly pass
Prices for quarterly pass
Bulk booking discount for seasonal trains
Indian Railways promotes its new services through the website (www.indianrail.gov.in) and
banners & hoardings at stations. It also uses advertisements through television. It promotes the
launch of various schemes targeting different sections such as tourists, students, daily travelers.
Luxury trains such as Palace on Wheel, the Deccan Odyssey, the Fairy Queen etc. have packaged
tours over many cities which are becoming very popular today amongst the rich and foreign
tourists. Indian Railway Catering and Tourism Corporation (IRCTC) is the subsidiary of Indian
railways that handles catering, tourism and online ticket operation in India.
People play an important role in the provision of services.
The recruitment to the railway cadre is done through the Civil Services Examination. Every year
Indian Railway recruits more than 100000 employees in various departments and offices in
Railway services at different posts such as junior staff, Upper management, Grade C & D and
many others. Recruitment in Indian Railway is performed through four sectors as following:
Railway Recruitment Board (RRB) – RRB is the self-governed recruitment board of Indian
Railway. RRB every year recruits thousands of employees in various Technical and Non-
Technical levels such as
Eligibility for Inquiry Cum Reservation Clerk
Age limit: 18 to 33 years
Educational Qualification: Graduation from any Recognised University.
Eligibility for Assistant Station Master
Age limit: 18 to 33 years
Educational Qualification: a University Degree or its Equivalent.
Eligibility for Ticket Collector
Age limit: 18 to 30 years
Educational Qualification: Matriculation or its Equivalent examination with Min 50% marks.
Eligibility for Assistant Loco Pilot
Age limit: 18 to 30 years
Educational Qualification: Matriculation Pass Plus ITI in Specified Trades/Act Apprenticeship or
Diploma in Mechanical/Electrical/Electronics/Automobile Engineering in lieu of ITI.
Railway Headquarter- There are some high grade official recruitment that are performed only
by Railway Headquarter. These posts are such as,
Grade II/ I Officer
Senior Officer/ Manager
Railway Police Force Sub-Inspector/ Constables
Age limit: Sub Inspector- 20-25 years, Constables- 18-25 years
Educational Qualification: Sub-Inspector- 10+2/ Intermediate or Bachelor Degree,
Constables- High School equivalent
Physical Standard: Height- Min. 165 cm for Male & Min. 157 cm for Female
Chest- Min. 80 cm with expansion of 5 cm.
UPSC- UPSC is a constitutional recruitment body of Government of India and UPSC conduct
recruitment in Indian Railway for various senior post such as
Special Class Railway Apprentices’ Examination Eligibility Criteria
Age limit: 17 to 21 years
Educational Qualification: The candidate must have passed in the first or second division in the
intermediate or an equivalent examination of a recognized university or board with
Mathematics and at least one of the subjects Physics and Chemistry as subjects of the
examination. Graduates with Mathematics and at least one of the subjects Physics and
Chemistry as their degree subjects may also apply.
SSC- SSC, another major recruiter of India, also conduct some common examinations for
recruitment in Indian Railway for lower division posts such as,
Stenographer Group C & D Examination-
Age limit: 18 to 27 years
Educational Qualification: High School passed or equivalent and Shorthand English/Hindi
Age limit: 18 to 26 years.
Educational Qualification: Degree in Statistics/ Economics/ Maths or Commerce graduate with
• The process begins at the time of reservation goes on to the confirmation
of seats. For e.g.: Computer reservation system of IRCTC enables any
reservation request from anywhere in the country to be auctioned in minutes. The
reservation facility is accessible through all-major computerized reservation system.
• Direct booking and also passes are available.
• All these facilities go a long way in increasing passenger convenience.
• All these procedures form a part of the total process designed to deliver quality
service at IRCTC .
• IRCTC making every effort to constantly redefine service procedures to enhance service
1. Railway has modern looking equipment & infrastructure at stations and trains.
2. Railways Physical Facilities like Lighting, seating and Toilets are OK.
3. Time Tables, Display Boards,etc. are visually appealing.
4. Catering facilities
sms services for
like palace on
Pricing based on
"May I help
front line staff.
Service market triangle for Indian Railways
Service market involves three kind of marketing that are external marketing, internal marketing
and interactive marketing.
1. Indian government has a monopoly in railway services and because of excess demand,
direct marketing to the end users in not required. Although, railways advertisements
showing emotional attachment of customers with the trains.
2. Pricing based on consumer groups, inter-temporal pricing, age based pricing and pass
services for frequent travelers.
3. Promotion of new schemes targeting different segments such as tourists, students and
daily travelers. Luxury trains such as Palace on Wheel, The Deccan Odyssey, and The
Fairy Queen etc. are promoted for tourist purposes.
4. They try to maintain the communication with customers through websites (such
asirctc.com) and sms services by providing facilitating services for travelling with trains.
1. Government of India maintain a website (Indianrailwayemployee.com) devoted only for
the employees that provide information for recruitment and selections, welfare measures,
retirement benefits and all other necessary information for the employees.
2. There are 291 training institutions in India proving training to railway employees.
Railway Staff College is one of the institutes that provide training to newly appointed
officers and senior managers and executives. For motivational purposes, railway
encourages empowerment of employees through machineries like PREM (Participation
of Railway employees in management).
3. This had given and effective and meaningful participation of workers in management
process. PREM encourage labor to highlight their views on the Railway working and also
suggested measures needed to be taken for improving efficiency on the Railways.
Railway also provide Staff welfare plan and performance based rewards for employees.
1. Frontline staff comes directly in contact with the passengers. Their unfriendly and
discourteous behavior worsens the image of Indian Railways.
2. So Government has started training programs for frontline staff like Assistant Station
Master, on board staff viz. catering & Train Examiners, TTEs, RPF etc. and those
working enquiry, Reservation, Booking, Parcel Office, Telephone Enquiry, ‘May I Help
You’ counters for improving their interpersonal skills and equip them for dealing with
rail customers. Customer Care Institutes in India takes care for frontline staff training.