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SERVICES MANAGEMENT PROJECT

SERVICES MANAGEMENT PROJECT. TOURS AND TRAVEL INDUSTRY COMPANY-SOTC GROUP MEMBERS: 08-706 Akash Arora 08-715 Harsh Chauhan 08-716 Bhaven Chheda 08-717 Anuj Choudhary 08-718 Bhavna Daswani 08-726 Pramod Iyer 08-728 Dipesh Jain 08-739 Zececa Mehta.

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SERVICES MANAGEMENT PROJECT

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  1. SERVICES MANAGEMENT PROJECT TOURS AND TRAVEL INDUSTRY COMPANY-SOTC GROUP MEMBERS: 08-706 Akash Arora 08-715 Harsh Chauhan 08-716 Bhaven Chheda 08-717 Anuj Choudhary 08-718 Bhavna Daswani 08-726 Pramod Iyer 08-728 Dipesh Jain 08-739 Zececa Mehta

  2. INDUSTRY OVERVIEW • 10.8mn Indians travel abroad • Growth rate of 10-12% • South-east Asia is the most preferred area • Reasonable hotel rates and weak dollar are the key drivers

  3. COMPANY OVERVIEW • Establishment • Kuoni India • Best Outbound Tour Operator

  4. MARKETING MIX (7P’s) PEOPLE TARGET MARKET THE EXTENDED MARKETING MIX PRICE PHYSICAL EVIDENCE PROCESS

  5. Product

  6. Services they offer • Escorted tours • Customized holidays • Trade fairs • SOTC sports • Corporate tours • Special tours – Marathi tours, Gujarati tours, Monalisa Tours

  7. Price • Cost Plus • Competitive Pricing • Perceived Value Pricing

  8. Place • Franchisees Offices in all major cities of India 347 offices in India • Internet

  9. Promotion • Print • Electronic Ads • Sales Promotion- EMIs • Publicity/PR • Word of mouth, personal selling, telemarketing • Exhibitions/Trade Fairs

  10. People • Includes travel agents, tour operators, tour guides et al • Locals are employed • Exhaustive training is provided • 2900 employees

  11. Process -------------------------------- Line of Interaction-------------------------------- Negotiating the Terms Completion of customer formalities and document submission Customer Enquiry/ Reaching the customer Explaining the details Air, hotel reservations as per needs Itinerary Arrange-ments Travel/Journey to destination Walking the Talk Return Journey -----------------------------------Line of Internal Control/Records-------------------- Itinerary Confirmation Maintaining records and follow up through CRM Contingency provisions

  12. Physical Evidence • Sales • Ambience/website • Brochures, photos • Pens, files, caps etc. • Consumption • Facilities like flat beds • Ambience of hotels • Experience

  13. SERVICES MARKETING TRIANGLE Company Training Motivating Imbibing the values 4Ps Employees Customers Employee skills

  14. KNOWLEDGE GAP • Feedback system exists for namesake • Customers require hotels near the airports during travelling • In case of evening flights, they need lunch which is not provided • Inadequate response to customers

  15. SERVICE DESIGN & STANDARD GAP • Vague Itineraries • SOTC does not always adhere to itineraries • Travelling days are included in the tour and are not clearly communicated to the customer • No proper contingency planning

  16. SERVICE PERFORMANCE GAP • No single tour guide • Difficulty in coordinating with channel members • Language barriers

  17. SERVICE DELIVERY AND EXTERNAL COMMUNICATION GAP • Promises of hotels are not kept • “All inclusive” cost CUSTOMER GAP • Free days perceived as cost saving measures by the company

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