Indian Railway Catering and Tourism Corporation Ltd. (IRCTC) was incorporated in 1999 as a public sector enterprise under the Ministry of Railways. Its purpose is to professionalize and manage catering, hospitality, and tourism services for Indian Railways. IRCTC operates onboard catering, food plazas, tourism packages, and online ticket booking. It has received several national awards for its services and cost-effective operations.

1. • Akhilesh Singh Rawat
• Harish Kumar
• Navendra Singh
• Prakash Nevatia

2.  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

4. 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.

5. 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 ,

6. • 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

7.  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)

8. 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)

9. 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

10. 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

11. 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

12.  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.

13.  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

14.  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.