Presentation on service

sector

Railways

State owned company

Monopoly of countrys rail transport
In 1832, a proposal was made to build a railroad between Madras &
Bangalore, but it never materialized.
In 1845, two companies formed

East Indian Railway Company operating from Calcutta

Great Indian Peninsula Railway operating from Bombay

On December 22, 1851, first train is operational in India

April 16, 1853, first passenger train introduced between Bombay &
Thana.
Railways grows in India with encouragement of the British Government.

Due to Partition, India lost 40% of its existing rail network.

At independence, 42 rail systems were existing
In 1951, all systems were nationalized as one unit.
Total of 6 zones came into existence in 1952, later extended to 16 zones.
In 1985, steam locomotives are phased out.
In 1987, computerisation of reservation first was carried out in Bombay
In 1989, train numbers were standardized to 4 digits.
In 1995, entire reservation system was computerized.
In 1998, Konkan Railway was opened spanning difficult terrain through
the Western Ghats.

In present scenario

It is structure and sole of Indian economy

It contributes 1.2 % to our country's GDP

It covers from Baramulla from north to kanya kumari in south and oka in west
to lake pane in east.

Our railways carries 12500 trains per day and it carries 23 million passengers
per day which is equal to Australia's population.

We have 7400 freight carrier trains which carries 3 million tones everyday

It is back bone of supply chain system in country

It covers 1.16lac km across India

Cont.

13 lac employees are working in these sector

Gross profit was 1 lac 39550 crores

Operating expenses was 1 lac 30321 crores

They are spending 94 paisa in every 1rs and 6paisa as surplus it is earning

In recent times they have developed special milk tankers in association with
AMUL

100% FDI allowed in Railways

Total Railway budget of 2014-15 was 65,450 crores

MumbaiAhmedabad high-speed rail corridor is expected built in next year

7ps of service marketing mix

product
Product is a bundle of benefits and attributes capable of exchange or us usually
a mix of tangible and intangible forms may be an idea, a physical entity, a
service or a combination of three.
Potential

Augmented

Expected

Core benefit

Price

Price Used to achieve predetermined sales volume and revenue objectives.

Price gives a product or service a perceived value in the eyes of the consumer
Price Used to achieve predetermined sales volume and revenue objectives.
Price gives a product or service a perceived value in the eyes of the consumer

Price is the sum of all the values that consumers exchange for the benefits of
having or using the product or service

Cost structure

Place
Place is not only the location of the Railway station or facility but the location of
points of sale that provide customers with access to passenger products. Place
refers to the method of getting your product to the consumer - this could be a
dealership or an online shop.

Process

Process is the way of undertaking transaction, supplying information and

providing services on a way which is acceptable to the consumer and
effective to the organization

Process refers to the procedures which are followed when delivering a service
to a customer:

How fast your able to book the tickets

Are you able to find train on time

Are you able to get assistance for your problems

Promotion
The most visible of the 4ps, Promotional techniques aim to increase awareness and demand for
products.
Promotion is used in hopes of influencing the recipient's feelings, beliefs and behavior
through any form of communication.

Promotional Mix Elements:

Advertising

Sales Promotion

Public Relation

Publicity

Direct Marketing

Internet Marketing

Word of mouth

People

Railways is a service and services are produced and consumed

simultaneously, the role of service delivery personnel becomes extremely
important.

The interaction between the customer and the service provider in service
industry means that the employees often represent the company to the
customer

Physical Evidence
The physical surroundings and facilities, that is, the setting where these
encounters take place have also a bearing on service delivery in the minds of
the customers.

Defined as the environment in which the service is delivered and where the
firm and the customers interact and any tangible commodities that facilitate
performance or communicate service.

It helps to add tangibility to the intangible services.

Enhance customers perception of the service quality

Job opportunities that we can expect are:

There are 750 projects that has to be completed in next 10 years

Those project needs people like Project manager, Procurement of raw

materials manager

As 100% FDI allowed, the corporate culture can be expected ,so we can
expect a jobs of service manager

The % of Finical manager jobs will be increased