EIGHT P’S OF BY INDIAN RAILWAYS

Submitted byAarthi

AravinthaDeepika

Iliyas AhamedKarthika R

NaveenSai Venkatesh

Sindhuja.S

DETAILS OF INDIAN RAILWAY Railway Minister: Pavan kumar Bansal , Union Cabinet

Railway minister of Gujarat: Naranbhai J Rathwa.

Type : Government-owned corporationIndustry : Railways Founded : 16 April 1853Headquarters : New Delhi , IndiaArea served : India Services : Passenger railway, freight services, Parcel carrier Catering and Tourism Services and other related servicesRevenue : 106,647 crore (US$19.41 billion) (2011–12) Net Income : 14,500 crore (US$2.64 billion) (2012–13) Owner(s) : Government of India (100%)Employees : 1.4 million (2011)Parent : Ministry of Railways through Railway Board (India)Divisions : 17 Railway Zones

INDIAN RAILWAYS ZONES S. No Name Date Established Headquarters

1. Central 1951, November 5 Mumbai 2. East Central 2002, October 1 Hajipur 3. East Coast 2003, April 1 Bhubaneswar 4. Eastern 1952, April Kolkata 5. North Central 2003, April 1 Allahabad 6. North Eastern 1952 Gorakhpur 7. North Western 2002, October 1 Jaipur 8. Northeast Frontier 1958,15th Jan Guwahati 9. Northern 1952, April 14 Delhi

10. South Central 1966, October 2 Secunderabad 11. South East Central 2003, April 1 Bilaspur 12. South Eastern 1955 Kolkata 13. South Western 2003, April 1 Hubli 14. Southern 1951, April 14 Chennai 15. West Central 2003, April 1 Jabalpur 16. Western 1951, November 5 MumbaiIN

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Services

Express Trains Fast Passenger Superfast/Mail Deccan Odyssey Duronto Garib Rath Jan Shatabdi Express Maharaja Express Palace on Wheels

Royal Rajasthan on Wheels

Rajdhani Shatabdi Express Sampark Kranti

Express The Golden Chariot Lifeline Express Red Ribbon Express

1. Product (Bundle of Tangible & Intangible Benefits)

Standard Berth AC Fans

Postal Parcel

TV Cottons

Chair ATM

E-Ticketing OnlineWaiting Rooms

Satiation StaffRPF Guard

Trains TC

Tracks TTE

Platforms CateringEnquiry

Transportation Travel & Tourism

CORE Product

Supporting Product

Facilitating Product

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2. Price (Importance & Value of the Product & Services)IN

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AY Prici

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Child

Senior Citizen

Super Senior Citizen

Poor Peoples

AC Class

First Class

Chair ClassLong Distance

Sleeper Class

General Class

Luggage

Monthly Basis

Student

Travel Time

Other Charges

policy of Indian Railway

Objectives of pricing Policy of Indian Railway Revenue Maximizationsatisfactory level of profit.Cost RecoveryWelfare Maximization

Revenue Maximization Price at which the revenue is maximized, is not necessarily the same as that at which maximum profit is obtained.Satisfactory level of Profit The fare charges are decided such that it helps to achieve a satisfactory level of profit for the Indian Railway.

Cost Recovery (with an acceptable level of profit)• Basic strategy of Cost plus pricing is followed.• This is very popular among public utilities and power sector organizations.• Price= Average cost of providing service(plus an acceptable level of profit as the case may be).Welfare Maximization• Welfare is maximized when Price= Marginal Cost .• Such a condition exists in the long term when there is Perfect Competition.• Marginal Social Cost leads to Allocation Efficiency.

3. Promotion (It is the communication link between sellers and buyers)

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Public Relationship

Advertisement

Infrastructure

Online Availability

Media & Press

Employees Satisfaction

Facilities

Better Services

Occasional Offers

4. Place (Location where availability of Product & Service)IN

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Direct Distribution

1. Railway Station2. Online Booking

3. Tele Booking4. Mobile Reservation

Indirect Distribution

1. Agent2. Franchiser

3. E-Ticket Places4. Tour Operators5. Travel Agencies

CONCERT Performance

Less than 1 sec for local transaction

3 sec for network transaction.

Capable for providing reservations for 22 hours per day.

Parcel Management System

Following Functions are covered Parcel Booking, Cancellation and Loading monitoring and tracking of Parcels Demurrage and Wharfage Calculation Printing of Parcel labels

Networking of all parcel offices RFID tags for tracing parcels

5. People (Service Employees /Provider & Customers)IN

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Employee1. Station Controller Staff

2. Other Station Staff3. TTE

4. Driver5. Guard

6. Securities7. Rail Ministry

Customer1. Initiative2. Influencer

2. Payer3. Decider4. Buyer5. User

6. Financer

6. Physical Evidence(Customer interactive and attractive physical environment)

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Good Infrastructure

Parking SpaceWaiting Hall

TV on Platform

Attach to city/village

SecuritiesCatering facilities

Available Facilities

Catering • A new Catering Policy 2010 has been introduced which has revised the role of agency for management of catering services on IR.

• IRCTC would continue to be a service provider to the IR and shall be responsible for managing the premium and high end outlets like Food Plazas, Food Courts and Fast Food Units including institutional catering outside the Railways.

• To provide low cost wholesome food and regional cuisine to common passengers, 32 Jan Ahaar outlets were commissioned at various stations.

7. Process (Procedure/way in which a service is delivered to the customer)

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FACILITIES PROVIDED BY THE INDIAN RAILWAY TO THE PASSENGERS

• RESERVATION:

Provision of computerized reservation facilities at all stations with a workload of 300 reservation related transaction. It has opened adequate number of counters to ensure reduced waiting time.

• BOOKING:

Opening of ticket booking counters with adequate working hours to facilitate issue of tickets to the public. The working hours will be clearly displayed at the counters

REFUNDS :

1. As far as possible, refunds would be made across the counter, provided the ticket is surrendered within the specified time limit. Such refunds can be obtained at the computerised counters of any station provided it is linked with the ticket issuing station and the ticket is presented within the prescribed limit.

2. In case of failure of air-conditioning equipment, the portion traveled without air-conditioning shall be refunded for which a Certificate may be obtained from Guard/TTE.

3. Station Masters of certain important stations/reservation offices have been granted special discretionary powers to grant refund on used tickets issued from their stations.

SPECIAL TRAINS:

It gives information in advance through media for special trains on special occasions.

LOST, TORN OR MUTILATED TICKETS:

1.No claim for refund is entertained by Indian Railways in case of lost or misplaced tickets.

2.Refund of fare will be granted in respect of a torn or mutilated ticket if the authenticity is verifiable on the basis of the particulars visible on the face of the ticket.

CONCESSIONS

Handy information pamphlets in local languages containing details of different types of concessions to which passengers are eligible and other relevant passenger information will be made available at Book Stalls and Railway Counters on payment of nominal charges.

PASSENGER AMENITIES

Basic facilities like booking arrangements, waiting hall. Benches lighting, drinking water, platform, urinals, and shady trees shall be available at all the regular stations. On board a train, lighting and fans, cushioned berths, toilets, reservation charts and destination board will be available. TTEs/Conductors, etc. shall also be available to attend to complaints/grievances.

PUBLIC GRIEVANCES

Railway Administration would ordinarily reply to the complainant within 90 days, where detailed enquiries are not required to be made and within 120 days, in case of complaints where detailed enquiries are warranted.

THEFT OF LUGGAGE

A Prescribed FIR Form is available in the Timetable or with TTEs/Guards or GRP escort. After filling it up, the Form may be handed over to one of the officials’ viz., TTE, Guard or GRP escort for registration of the report at the next Police Station.

ENQUIRY AND INFORMATION:

Railway Timetables provide information for different trains, computerized Interactive Voice Response System is also available at important stations.

The position of running of trains will be updated regularly and announced on the Public Address System at important stations and also made available on telephone or personal enquiries.

Customer Care IR imparted training to 1,473 staff during 2010-11 which

included frontline staff like Station Superintendents, Deputy Station Superintendents, Train Examiners, Travelling Ticket Examiners, Railway Protection Force and those manning Enquiry, Reservation, Booking, Parcel Office, “May I Help You” counters with a view to

improve their inter-personal skills and to equip them to deal with the rail customers in a better manner.

The programme also aims at increasing the performance level of employees by sensitizing them to the needs of the customers.

Latest developments 1) The Darjeeling Himalayan Railway, a narrow gauge train with

a steam locomotive is classified as a World Heritage Site by UNESCO. The route starts at Siliguri in the plains in West Bengal and traverses tea gardens en route to Darjeeling, a hill station at an elevation of 2,134 meters (7,000 ft).

DARJEELING HIMALAYAN RAILWAY

2) In Rajasthan it is the Palace on Wheels which is a specially designed train, lugged by a steam engine, for promoting tourism in the state.

• The Palace on Wheels comprises of 14 fully air-conditioned deluxe saloons, equipped with world class amenities to enhance the pleasure of traveling.

3) The efforts of Maharashtra government had made a way to introduce the Deccan Odyssey along the Konkan route.

• The next journey of the Deccan Odyssey, a luxurious and expensive five-star train, will offer commuters a 25% discount. Maharashtra Tourism Development Corporation (MTDC) has offered the sop to attract rich Indian travellers.

4) Then there is even the Samjhauta Express a train that runs between India and Pakistan. However, in 2001 the hostilities between the two nations saw the line being closed, though it is scheduled to be opened soon.

5) "Hospital-on-Wheels" Lifeline Express is a special train which provides healthcare to the rural areas.

The train has a compartment that serves as an operating room, a second one which serves as a storeroom and an additional two that serve as a patient ward. The train travels around the country, staying at a location for about two months before moving elsewhere.

6)Pamban Railway Bridge that links Rameshwaram to the mainland. Thousands of pilgrims cross the sea every day to visit the island.

7) Kalka-Shimla Railway, a narrow gauge railway in the Shivalik mountains in Himachal Pradesh. In 2003 the railway was featured in the Guinness Book of World Records for offering the steepest rise in altitude in the space of 96 kilometre.

8) Vivek Express, between Dibrugarh and Kanyakumari, has the longest run in terms of distance and time on Indian Railways network. It covers 4,286 km (2,663 mi) in about 82 hours and 30 minutes.

9) Himsagar Express, between Kanyakumari and Jammu Tawi, has the second longest run in terms of distance and time on Indian Railways network. It covers 3,715 km (2,308 mi) in about 69 hours and 30 minutes. The Bhopal Shatabdi Express is the fastest train in India today having a maximum speed of 150 km/h (93 mph) on the Faridabad–Agra section. The fastest speed attained by any train is 184 km/h (114 mph) in 2000 during test runs.

10) RCF rolls out country's first double-decker rake. RCF has offered this rake comprising eight double-decker and two power car coaches to Eastern Railway Kolkata as the first AC double-decker train will run between Howrah in West Bengal and Dhanbad in Jharkhand within a fortnight.

Current Issues Higher demand for Freight and Passenger transport, with planned economic growth Need for capacity enhancement in the Railway network over the next 10-15 years Technological uprgadation for better maintenance of railway assets Increase freight market share through higher availability of services at competitive prices Greater attention to passenger services and safety Heavily subsidised passenger fares Upgradation of the Railway Production units for improved efficiency and productivity Large Geographical Dispersion Diverse Computing Platforms 24x7 operations throughout the Year OLTP applications support Public Services Demanding Missions to accomplish Heterogeneous Networks

IT STRATEGIES OF IR

Applications should transcend boundaries of railway organisation and go into the domain of the customer.Implement decision support systems Integration with communication systems and other technologies.-use of Internet, mobile phones, hand held terminals, universal product code readers etcManage continuous improvement in technology.

Future Trends in IT in Railways

• Killer Applications– Ticketing Solutions (Centralised, Stand-alone, Mobile,

Smart Card, Self Service, Internet etc.); value added services to customer

– On line and e-enabled Freight Management System – Integrated revenue accountal system– Train Charting and Control Systems – RFID based Wagon/Parcel Tracking Systems– Integrated Materials Management System / Fixed assets

mgmt– Safety Systems (GPS, Embedded Systems)– GIS based Track Maintenance Systems

Leverage on the state-of-the-art technology to be more competitive and reduce cost

• E-enabled Freight Management System

• Customer care centers

• Intelligent Stations Infrastructure

• Self service kiosks at Stations

• Smart and Stored Value Cards for MST / Passes

• RFID based Smart card & Biometric technology for passenger screening

• Re-vamped Revenue Management

A Service-Oriented IT Vision For IR

• Operations & Scheduling • Staff Management

• Yield Management

• WAP Gateway

• WAP Applications and WML Pages

• SMS Gateway

• Payment Gateway

• ERP for IR

• An IR PORTAL

RECENT NEWS ON INDIAN RAILWAYS

Convert Your Waitlisted Train Ticket Into an Airline Ticket

• On 1 April 2015 it announced 120 days of advance booking in trains in India.• For passengers failing to get a confirmed ticket, the Indian Railway Catering and Tourism

Corporation (IRCTC) has decided to provide an option of converting it into a airline ticket at a competitive fare.

• The railways has already tied up with GoAir and it has sold approximately 100 tickets through this scheme in the past one month. They are also planning to rope in SpiceJet under this scheme.

• Most of the domestic airlines fly with 25% empty seats and IRCTC plans to utilise this opportunity.

• This calculated move will not only be a boon for the domestic airlines but also help the passengers to avail much benefit.

Continues…..

• Points to be Noted:• The scheme is applied to the tickets booked at least

three days prior to the date of the journey.• IRCTC will intimate the wait-listed passengers to seek

benefit under this scheme.• Any passenger (with a booking in sleeper class or AC)

can avail this facility.• Airline tickets for these wait-listed passengers (who

failed to get confirmed tickets) will be competitively (by 30-40%) priced.

Dynamic Pricing

• Airfares fluctuate with demand, the Premium Tatkal is its Indian Railways adaptation, they call it the dynamic fare pricing.

• The main difference of Premium Tatkal scheme, with all other ticketing including the regular Tatkal tickets, is the dynamic nature of ticket cost.

• Price of Premium Tatkal tickets increase as the demand increases, especially towards the fag end of the reservation period. If there is no demand, the price of the Premium Tatkal would be comparable with the Tatkal fares.

The revised Tatkal bookings schedule is as follows:

• Reservations in AC class from 10 am to 11am• Reservations for Non-AC class from 11 am to

12 noon• This will ensure faster service through online

booking facilities, and in turn reduce the passenger rush at the booking counters.

• IRCTC is also considering the refund (upto 50%) on cancellation of Tatkal tickets.

The revised bookings schedule is as follows:

• From June 15 onwards timings for booking of Tatkal tickets will be staggered for AC & non-AC classes to 1000 hours onwards and 1100 hours onwards respectively.

• Hence, now the reservation under Tatkal scheme will open at 1000 hours on the previous day of journey from train originating station for AC classes whereas that for non-AC classes will start at 1100 hours on the previous day of journey from train originating station, says an official release.

• Moreover, all types of ticketing agents (YTSK, RTSAs, IRCTC agents, etc.) will now be debarred from booking tickets during the first thirty minutes of opening of booking from 0800 to 0830 hours for general bookings and from 1000 to 1030 hours & 1100 to 1130 hours for Tatkal booking in AC & non-AC classes respectively.

E-Samiksha

• According to Prabhu, the new portal will focus on budget review, board meetings, zonal railway review, infrastructure targets and project implementation review.

• the portal for monitoring implementation of railway budget announcements, several other features of ‘E-Samiksha’ can be used for co-ordination between different directorates, zonal and divisional level officials in the railways.

THANK YOU