this ppt will giv u a overall view of Service sector management

2. PRESENTED BY
 Pratiksha Bonila 15
 Yash Chheda 22
 Prafull Chorge 23
 Palak Doshi 32
 Chainika Gala 36
 Hardik Gohil 42
 Darshan Hazare 49
 Deepak Jain 52
 Payal Mehta 74

4. 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%.

5. 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.

6. 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

7. P’S OF MARKETING MIX
Positioning
Productivity
and Planning
and quality
perception

8. 1. PRICE
 Cost Plus Pricing
 Competitive Pricing
 Perceived Value
Pricing

9. 2. PLACE
 347 offices in India.
 Internet.
3. PROMOTION
 Advertising.
 Public relations.
 Personal selling.
 Sales promotion.

10. 4. PEOPLE
 An essential
ingredient
 Exhaustive training is
provided.
 2900 employees.
 Includes travel agents.
Tour operators ,etc .

11. 5. PROCESS
Reaching the Explaining the Negotiating
customer details the terms
Reservations Completion of
Itinerary
as per the customer
arrangements
needs formalities
Journey to Walking the Return
destination talk journey

12. 6. PHYSICAL EVIDENCE
 Making judgment on
accommodation, travel
facilities, executives’
behavior, etc.

13. 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.

14. 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

15. 4 PILLARS OF SOTC
 Transportation. Transportation
 Customer.
 Hotel industry.
Government PILLARS Customer
 Government.
Hotels

16. 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.

17. 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.

18. 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

19. RATER ANALYSIS
 Reliability
 Assurance Reliability Assurance
 Tangibles
 Empathy Tangibles Empathy
 Responsiveness
Responsiveness

20. GAP ANALYSIS
 Knowledge gap
 Standards gap
 Delivery gap
 Internal communication gap
 Perception gap
 Interpretation gap
 Service gap

21. HOW TO OVERCOME GAP ANALYSIS ???
 Learn what customer expects.
 Establish the right quality standards
 Ensure that performance meets
standards
 Ensure that delivery matches promises.

22. SERVICE RECOVERY
 We are sorry.
 Fix the problem.
 Show your concern.
 Do something extra.

23. 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