The document provides information about the Indian Railways including: - It is owned and managed by the Government of India and has decentralized certain powers to zone managers. - It aims to generate more income while cutting costs through various strategies but still faces challenges of balancing demand and supply. - It serves all sections of Indian society and has played an important social and economic role in India.

2. FORUM SHAH 5001 RONAK NANDWANA 5016 KOMAL PATEL 5024 YASH THACKER 5035 SEJAL SHAH 5050 KEVAL SANGHVI 5051 AADIT SHAH 5059

3. Introduction to transport. Importance of transport.

4. Introduction to Indian railways. History of indian railways.

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.

6. Intangibility Perishability Inseparability Heterogeneity Ownership Simultaneously Quality measurement Nature of demand

7. Political Economic Social Technology

8. Railways are owned and managed by the Government of India. 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. Adopted proactive strategies for railways aimed at income generation and cutting costs. Privatization

9. Cannot balance demand and supply Growing Economic Burden Investment in unremunerative projects A series of developments in the 1990s Contribution to GNP

10. Serve all sections of the society Social Revolution During the times of war and natural calamities Environment friendly Social status

11. Double/Multiple Lines Computerised Passenger Reservation Facility Improved Signaling and other systems Construction of bridges Anti – collision devices Modern Technology

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.

13. AUGMENTED BASIC POTENTIAL E X P E C T E D

14. Timeliness Cleanliness Safety of passengers Proper ticket dispensation and checking

15. First Class Waiting rooms Seating Area Waiting Rooms Trolleys Refreshment Facilities Showers Pay Phone ATM Machine Vendors/stalls

16. The railways have designed coaches with new layouts, having significantly higher capacity than the previous coaches. Some of the innovative measure such as on-board entertainment and fast food facilities. 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). 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

17. INFORMATION CONSULTANCY ORDER TAKING SAFE CUSTODY HOSPITALITY EXCEPTION BILLING PAYMENT CORE

18. Timetables Announcements Improved interiors Internet accessibility NTES — ('National Train Enquiry System') various enquiry numbers such as 131 ,132 & 137

19. No special consultancy provided Travel agents Ticket counter

20. Reservation counters Working hour are displayed at ticket windows Website www.indianrail.gov.in Railway Tourist Agents

21. Various aspects such as the surrounding, infrastructure, appearance, speaking tone etc. centralized Training Institutes (CTIs) foreign training every ten years

22. Interlocking and signaling system CCTV and smart video cameras Railway Protection Force Loss of tickets lost property in trains Install doorframes and hand-held metal detectors,

23. Jain food Senior citizens

24. Train number Seat number Coach number PNR number Ticket number Age of the passenger Birth number Train name Passengers name

25. Cash local post office, petrol pumps ,ATMs credit cards

26. PRODUCT MIX PRICING Place Promotion People Process Physical evidence

27. Passenger Ordinary Express Fast Passenger Special Trains

28. Public grievances redressal Procedure for theft of passengers luggage Vigilance organisation

29. Dynamic Pricing Policy Passenger services Fully Air-conditioned Garib Rath

30. Largest rail network in Asia and the world’s second largest. Routes cover a total length of 63,140 km (39,233 miles). 6,856 numbers of stations Headquarters

32. Reduction in Fares Proliferation Of Ticketing Facility Upgradation Scheme Frequent Travellers Scheme Tourists Tickets

33. (“Enabling the promise”) INTERNAL MARKETTING EXTERNAL MARKETTING (“Setting the promise”) SERVICE FIRM EMPLOYEES CUSTOMER INTERACTIVE MARKETTING (“Delivering the promise”)

34. Ticketing process Reservation Process Refund process Claim process Communication process Entraining Detraining process Loading / Unloading process

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

36. Railway stations Trains Reservation and booking center Tickets or passes issued Tracks Bridges Others

37. Strengths Weakness Opportunities Threats

38. Economic fares suiting needs of all classes Improved performance of the Indian Railways since past few years Additional services provided

39. Limited concern for consumer satisfaction Second largest consumer of energy

40. Decentralisation Transport sector in GDP Rail Development in India

41. Other modes of transport