it is all about catering services provided by irctc

1. FROM : ANKIT MISHRA (4512)
LAKSHAY DHINGRA(4534)
SRIRAM P.(4556)
SAURAV KUMAR(4558)
NIKHIL ANAND(BBE/4501)
SCOPE OF ONLINE FOOD SERVICES IN
IRCTC

2. BACKGROUND OF PROBLEM
 Indian Railways (IR) started with a journey of 53 km
between Mumbai and Thane on April 16, 1853.
 Today, it has one of the largest rail networks in the world
with 64,460 route kilometres of route length .
 It offers a cheap and affordable means of transport to
millions of passengers.
 According to Indian Railways Yearbook 2010-11, Indian
Railways carried about 21 million passengers daily.

3.  The sheer volume of passenger traffic implicates upon the Indian
Railways to have an effective passenger services policy.
Catering on Indian Railways is of utmost importance and
recognising this as one of the most important passenger amenities
is essential.
The Railways realise this and have incorporated their
responsibility in the ‘Citizen’s Charter on Passenger Services in
Indian Railways’.
The charter promises providing of catering services through
mobile and static units.

4. SERVICES BY IRCTC
 Refreshment rooms, restaurants, fast food centres/snack bars ,
cold and hot beverage dispensers, ice-cream parlour etc. at railway
stations.
 Tea stalls at roadside stations.
 Integrated on-board catering services on Shatabdi trains.
 Services through pantry cars on selected long and medium
distance superfast/mail and express trains.
 Base kitchens to provide ready-made meals for on-board catering.

5.  Local Food stalls like veenayakh litti chokha , Shri ram poha
centre, etc.
 Standardized Food courts like Comesum, marry brown ,The
French loaf etc.
 Trolley food services is also a vender which provide catering
services to many of passengers.

6. PROBLEM FACED IN FOOD SERVICES
o Infrastructure in the base kitchen and Panty Cars.
o Food Quality and Hygiene issues.
o Catering Waste Management System
o Passenger feedback management system
o Staff Misbehavior
o Overpricing in comparison to quality

7. SCOPE OF STUDY
Many Indian and international food companies
are looking forward to venture with IRCTC
catering services.
• Domino’s
• KFC
• Different Indian online portals viz TravelZaika ,
TravelKhana , Yatrachef , khanaonline.in , etc

8. OBJECTIVE
The objective of our study is to evaluate the level of satisfaction
among the customer of the Indian railway catering and Tourism
Corporation limited's catering services.

9. METHODOLOGY
"Literature Search supplemented by Focus Group
interview and questionnaire method and surveys."

10. DATA COLLECTION
 Complaints Registered on Complaint Management System
(CMS) for Year 2007‐08 and 2008‐09.
 focus group interview in which we choose 100 volunteers
 Sample on judgmental basis.
 Survey method on basis of questionnaire.
 Irctc and other complain cell.
 Annual report of irctc.

11. DIAGNOSTIC APPROACH ON PROBLEM SOLVING
 Various tools & techniques adopted to
counter the challenges to bring improvement
in the catering services.
 Complaints data for year 2007‐08 & 2008‐09
analyzed to find out the major problem areas.

12. IDENTIFICATION OF SOLUTIONS
 Training of Kitchen staff on hygiene, personal grooming
and methods of food preparation.
 Replacement of old inefficient staff with new trained staff
from hospitality industry.
 Appointment of industry trained chefs in the Base
Kitchens.
 Standardization of Recipes.
 Infrastructure development of Base Kitchens.
 Mechanization of cleaning system.
 Re‐defining of procurement procedure (BPR)
 Registration of Retail Chain Suppliers
 Implementation of Vendor Managed Inventory (VMI)
(Hamper System)

13. CONCLUSIONS
 As irctc is the only railway service provider in a country
it enjoys 100% monopoly in the railway travel market .
 As we know that today more than 10 million passenger
travels by train everyday and almost all of them are from
middle class and lower class family who cannot afford to
travel by the AC coach.

14. SUGGESTIONS:
 Till today irctc provides services without a well printed menu
which create a wrong intention of passenger regarding
overcharging of prices among middle and low income group
people.
 Many tourist are not satisfied with the behaviour of caterer .
 Complain management unit should be started by irctc.

15. REFERENCES:
 www.irctc.com
 http://irctc.com/menu.html
 www.worldtravelmarket.com
 http://forum.indiaconsumercomplaints.com/Forum-IRCTC
 http://www.consumercomplaints.in/bycompany/irctconline-
complaint-book-a126148.html
 http://www.rakshakfoundation.org/
 http://economictimes.indiatimes.com/industry/transportation/railw
ays/irctc-launches-pilot-project-on-e-catering-
service/articleshow/49449136.cms

16. THANK YOU 