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A Case Study on Service Blueprinting in Travel and Tourism Sector: a Special Reference to the Palace on Wheels
Science, Technology and Development ISSN : 0950-0707 A Case Study on Service Blueprinting in Travel and Tourism sector: a special reference to the Palace on Wheels Rachita Ota*, Sushree Sangita Ray**, Animesh Chandra*** *Asst Professor, Amity Global Business School, Bhubaneswar, **Asst Professor, Amity Global Business School, Bhubaneswar, ***Student, Amity Global Business School, Bhubaneswar ABSTRACT The Indian Travel and Tourism industry has emerged as one of the key drivers of growth among the services sector in India. This paper has been prepared by focusing on the service processes provided by ‘THE PALACE ON WHEELS’, a pioneer of luxury train travel in India. It analyses the existing service blueprint from tourism and travel industry and recommends how to enhance the quality service as well as efficiency level. This service includes both the sections of Industry i.e. travel and tourism. Based on the customer reviews and feedback of the Palace on Wheels, a new service blueprint has been designed which shows the present and potential flaws in the existing process. High participation level from the tourists along with service providers and employees add a new value to the efficiency level of the service quality. KEYWORDS Service, Blueprint, Travel, Tourism, Palace on Wheels INTRODUCTION The Travel and tourism industry is one of the largest service industries in India. Tourism in India has significant potential considering the rich cultural and historical heritage, variety in ecology, terrains and places of natural beauty spread across the country and it also offers geographical diversity, world heritage sites and niche tourism products like cruises, adventure, medical, eco- tourism, etc. -
The Benefits of Luxury Train Travelling
The Benefits of Luxury Train Travelling © Gottfried O. Rieck 2016 Gottfried O. Rieck - From trainee to businessman - More than 50 years rail experience - Realisation of the Majestic Imperator Train de Luxe - International consultant for railway related projects Luxury Trains worldwide E.g. Eastern and Oriental Express – Rovos Rail - South Africa Venice-Simplon Orient Thailand, Singapore Express - Europe Palace on Wheels - India Royal Canadian Pacific - Canada Luxury Trains worldwide Al Andalus - Spain Indian Pacific – Australia Belmond British Pullman – England José Cuervo Express Tequila – Mexiko Belmond Grand Hibernian – Northern Ireland Maharajas’ Express – India Belmond Hiram Bingham – Peru Majestic Train de Luxe – Austria Belmond Northern Belle – Great Britain Palace on Wheels – India Belmond Royal Scotsman – Scotland Prestige Continental Express – Italy Blue Train – South Afrika Pride of Africa, Rovos – South Afrika Danube Express – Europe, Turkey Private Rail Cars – United States Deccan Odyssey – India Pullman Rail Journeys – United States Desert Express – Namibia Rocky Mountaineer – Canada El Expreso de la Robla – Spain Royal Canadian Pacific – Canada El Transcantabrico – Spain Royal Rajasthan on Wheels – India Ghan – Australia Shongololo Express – Africa Golden Chariot – India Swiss Classic Train – Switzerland Golden Eagle – Russia Tren Crucero – Ecuador Imperial Russia – Russia US Rail Vacations – United States Inca Rail – Machu Picchu Train – Peru Majestic Imperator - The Carriages - Six Carriages, all different design Virtual -
Indian Railways Facts & Figures 2016-17
INDIAN RAILWAYS FACTS & FIGURES 2016-17 BHARAT SARKAR GOVERNMENT OF INDIA RAIL MANTRALAYA MINISTRY OF RAILWAYS (RAILWAY BOARD) KEY STATISTICS 2016-17 1. Route Length (Kms.) - Broad Gauge (1.676 M.) 61,680 - Metre Gauge (1.000 M.) 3,479 - Narrow Gauge 2,209 (0.762 M. and 0.610 M.) Total 67,368 2. Double and Multiple Track - Broad Gauge 22,021 (Route Kms.) - Metre Gauge - Total 22,021 3. Electrified Track (Route Kms.) - Broad Gauge 25,367 - Metre Gauge - Total 25,367 4. Number of Railway Stations 7,349 5. Number of Railway Bridges 1,44,698 6. Traffic Volume Passengers Originating (Millions) 8,116 Passenger Kms. 1,149,835 Tonnes Originating (Rev. Traffic) (Millions Tonnes) 1,106.15 Tonne Kms. (Millions) 620,175 7. Number of Employees (Thousands) 1308 8. Revenue (` in Millions) 1,65,292.20 9. Expenses (` in Millions) 1,59,029.61 10. Rolling Stock - Locomotives: - Steam 39 - Diesel 6,023 - Electric 5,399 Total 11,461 - Passenger Carriages 64,223 - Freight Cars/Wagons 2,77,987 Note : All the figures, unless otherwise stated, are as at the end of the fiscal year i.e. March 31, 2017. CONTENTS Review of the year 5 Originating Passengers & Average Lead 6 Passenger Kilometres 7 Passenger Services 8 Passenger Revenue 9 Freight Operations — Originating Tonnage 10 — Net Tonne Kms. 11 — Freight Train & Wagon Kms. 12 — Commodity wise Loading 13 — Commodity wise NTKms. 14 — Average Lead 15 — Revenue 16 — Commodity wise Earnings 17 Rolling Stock — Locomotives 18 — Passenger Coaches 19 — Freight Cars/Wagons 20 Track/Route Kilometres 21 Gross Tonne Kilometres 22 Electrification 23 Signalling 24 Telecommunication 25 Personnel 26 Revenue 27 Expenses 28 Net Revenue & Excess/Shortfall 29 Assets 30 Asset Utilisation 31 Engine Kms. -
Indian Tourism Infrastructure
INDIAN TOURISM INFRASTRUCTURE InvestmentINDIAN TOURISM INFRASTRUCTUREOppor -tunities Investment Opportunities & & Challenges Challenges 1 2 INDIAN TOURISM INFRASTRUCTURE - Investment Opportunities & Challenges Acknowledgement We extend our sincere gratitude to Shri Vinod Zutshi, Secretary (Former), Ministry of Tourism, Government of India for his contribution and support for preparing the report. INDIAN TOURISM INFRASTRUCTURE - Investment Opportunities & Challenges 3 4 INDIAN TOURISM INFRASTRUCTURE - Investment Opportunities & Challenges FOREWORD Travel and tourism, the largest service industry in India was worth US$234bn in 2018 – a 19% year- on-year increase – the third largest foreign exchange earner for India with a 17.9% growth in Foreign Exchange Earnings (in Rupee Terms) in March 2018 over March 2017. According to The World Travel and Tourism Council, tourism generated ₹16.91 lakh crore (US$240 billion) or 9.2% of India’s GDP in 2018 and supported 42.673 million jobs, 8.1% of its total employment. The sector is predicted to grow at an annual rate of 6.9% to ₹32.05 lakh crore (US$460 billion) by 2028 (9.9% of GDP). The Ministry has been actively working towards the development of quality tourism infrastructure at various tourist destinations and circuits in the States / Union Territories by sanctioning expenditure budgets across schemes like SWADESH DARSHAN and PRASHAD. The Ministry of Tourism has been actively promoting India as a 365 days tourist destination with the introduction of niche tourism products in the country like Cruise, Adventure, Medical, Wellness, Golf, Polo, MICE Tourism, Eco-tourism, Film Tourism, Sustainable Tourism, etc. to overcome ‘seasonality’ challenge in tourism. I am pleased to present the FICCI Knowledge Report “Indian Tourism Infrastructure : Investment Opportunities & Challenges” which highlights the current scenario, key facts and figures pertaining to the tourism sector in India. -
Sixteenth Lok Sabha
EIGHTEENTHREPORT STANDINGCOMMITTEEONRAILWAYS (2017-2018) (SIXTEENTHLOKSABHA) MINISTRYOFRAILWAYS (RAILWAYBOARD) TOURISMPROMOTIONANDPILGRIMAGECIRCUIT PresentedtoLokSabhaon ............. LaidinRajyaSabhaon ............. LOKSABHASECRETARIAT NEWDELHI December,2017/Agrahayana,1939( Saka) S.C.R.No.214 Price : R90.00 ©2017B YLOKSABHASECRETARIAT PublishedunderRule382oftheRulesofProcedureandConduct ofBusinessinLokSabha(FifteenthEdition)andprintedby JaincoArtIndia,NewDelhi-110005. CONTENTS PAGE COMPOSITION OF THECOMMITTEE .............................................. (iii) INTRODUCTION ................................................................. (ix) PARTI C HAPTERI Introductory ................................................ 1 CHAPTERII FinancialOverview ........................................ 4 CHAPTERIII TourismPromotionandPilgrimageCircuit ........... 8 CHAPTERIV LuxuryTouristTrains...................................... 16 CHAPTERV OtherInitiatives ........................................... 22 PARTII Recommendations/Observations .............................. 26 ANNEXURES I. DetailsofMoU/AgreementsignedbyIRCTCwithvarious StateAgencies ................................................... 33 II. ItinerariesofvariousLuxuryTouristTrains ................ 40 III. DetailsofcomplementarytravelonPalaceonWheels& RoyalRajasthanonWheels ................................... 42 IV. DetailsofcomplementarytravelonMaharajaExpress ... 48 V. Category-wisedetailsofnumberofstationswithretiring rooms ............................................................. -
Palace on Wheels Train Brochure
A Week in Wonderland 301 345 9300 / 1866 986 4247 Greenbelt, Maryland 20770, USA www.wtnonline.com A Week in Wonderland 301 345 9300 / 1866 986 4247 Greenbelt, Maryland 20770, USA www.wtnonline.com A Week in Wonderland Palace on Wheels The pioneer of luxury train travel in India, Palace on Wheels evokes the romanticism of the bygone era. Inspired by the way erstwhile kings and rulers of the yore, the train recreates the indulgent experience. The Palace on Wheels was started as a joint venture of Rajasthan Tourism Development Corporation and Indian Railways in 26 January 1982. In 2009, the train was relaunched with new interiors, amenities, cuisines and itinerary. The first of its kind, Palace on Wheels ranks among the best luxurious trains in the world. Awards & Accolades Ÿ The global travel magazine Conde Nast, voted Palace on Wheels as the 4th best luxurious train in the world and best in Asia. Ÿ The PATA Gold Award in 1987. Ÿ Various TV channels like BBC, MTV, ZEE TV, National Geographic and Discovery channel have covered this train in their various shows. 301 345 9300 / 1866 986 4247 Greenbelt, Maryland 20770, USA www.wtnonline.com Cabins The Palace on Wheels have 14 fully air- conditioned coaches and each has a unique name. Every coach is named after the former princely states of Rajputana. The Coaches of the train are decorated in the finesse of the kingdom they are named after. Color themes, handicrafts, painting, furniture and fabrics create the impression of the province. There are 4 twin bedded chambers in each coach. -
Palace on Wheels
Palace Tours 12000 Biscayne Blvd. #107 Miami FL 33181 USA 800-724-5120 / 786-408-0610 Call Us 1-800-724-5120 Palace on Wheels: A Week in Wonderland Framed around the award winning Palace on Wheels luxury train, this tour allows you to enjoy the splendors of ancient and modern India. As soon as you step onboard the train in Delhi, and travel towards the former princely city of Jaipur you can visit palaces, forts and ride on elephants like a maharaja. Then in the “City Of Lakes” Udaipur, you can lunch in a palace hall, before you head to Jaisalmer to bask in the raw beauty of the Thar Desert and ride camel carts. This lovely journey above all else, will allow you to create a indelible memory as you view tigers in the wild, or gaze at the beauty of the Taj Mahal. Itinerary The Palace on Wheels departs every Wednesday, September through April. Day 1 - Board the Palace on Wheels after a sightseeing tour of Delhi Wednesday: Join us on a sightseeing tour of Delhi via air-conditioned vehicle beginning at 9:00 a.m.* You may visit sights such as Humayun's Tomb and the impressive Qutub Minar built by Qutub-ud-Din Aibek in 1199 from sandstone and marble. Drive past India Gate (War Memorial Arch), the President's House and Parliament House. Enjoy visits to Birla Temple and Bangla Sahib Gurdwara, the largest Sikh house of worship in Delhi. Later you are dropped off at Safdarjang train station around 4:30 in the afternoon to embark on the journey of a lifetime.. -
Committee on Petitions Ninth Report
9 COMMITTEE ON PETITIONS (FIFTEENTH LOK SABHA) NINTH REPORT LOK SABHA SECRETARIAT NEW DELHI August, 2010/Sravana, 1932 (Saka) NINTH REPORT COMMITTEE ON PETITIONS (FIFTEENTH LOK SABHA) MINISTRY OF ENVIRONMENT AND FORESTS MINISTRY OF RAILWAYS (Presented to Lok Sabha on 18.08.2010) LOK SABHA SECRETARIAT NEW DELHI August, 2010/Sravana, 1932 (Saka) PCB. No. 1 Vol. IX Price: Rs. 45.00 © 2010 BY LOK SABHA SECRETARIAT Published under Rule 382 of the Rules of Procedure and Conduct of Business in Lok Sabha (Fourteenth Edition) and printed by the General Manager, Government of India Press, Minto Road, New Delhi-110 002. CONTENTS PAGES COMPOSITION OF THE COMMITTEE ON PETITIONS .................................................... (iii) 1. INTRODUCTION ............................................................................................... (V) 2. REPORT I. Representation from Shri Vijay Zunjarrao, Chairman, Electricity and Construction Samittee, Alibag Municipal Council, District Raigad, Maharashtra regarding cancellation/withdrawal of Notification dated 22nd April, 2003 issued by the Ministry of Environment and Forests, Government of India ................................ 1 II. Representation from Shri Mani Ram Sharma regarding provision of more funds in Railway Budget for Development of Railway Network Network in District Churu, Rajasthan ................................................ 15 3. ANNEXURES (i) Statement showing trains in Rajasthan (2008-2010). .......................... 32 (ii) Minutes of the Second Sitting of the Committee held on 10.11.2009 ...... 36 (iii) Minutes of the Tenth Sitting of the Committee held on 11.03.2010 ... 38 (iv) Minutes of the Seventeenth Sitting of the Committee held on 01.07.2010 ..................................................................................... 40 COMPOSITION OF THE COMMITTEE ON PETITIONS 2009-2010 Shri Anant Gangaram Geete — Chairman MEMBERS 2. Shri Rajendra Agrawal 3. Shri Khiladi Lal Bairwa 4. Shri E.T. -
Journeys That Still the Flow of Time
JOURNEYS THAT STILL THE FLOW OF TIME Charter your trains! The Luxury Trains offer all the assistance and the Operation of Exclusive Luxury Train charters whether its the Deccan Odyssey, The Royal Rajasthan on Wheels or the Golden Chariot. We can plan and organize for your individual train journey across India. We take care of all the details, like routing, Government permissions, on and off board arrangements, etc. Please contact us for cooperations, offers and assistance. Contact Us SWITZERLAND INDIA USA Phone : +41-44-500-4135 Ground Floor, Chanderlok Building, Phone : 1-877-90-INDIA, 1-877-904-6342 India ! is the guru of the nations, the physician of the human soul in its profounder maladies Fax : +41-44-515-5585 36 Janpath, New Delhi-110001, INDIA Fax : 1-302-261-7177 Email : [email protected] Phone : +91-11-4373-7059 / 2332-2332 Email : [email protected] Web : www.theluxurytrains.com Fax : +91-11-23348003 Web : www.theluxurytrains.com Email : [email protected] Web : www.theluxurytrains.com Welcome to The Luxury Trains TLT The Luxury trains is a leading Luxury train company in India offering Holidays by Rail. “We are the Company with a passion for Rail Tours and Luxury trains Experiences in India”. With an experience of more than 25 years, our Company specialize in Train Holidays and Chartering options for Luxury Trains Journeys on pan India basis. Our Expertise lies in Understanding the very DNA of the rail Holidays, We specialize in the product that we know the best. The Luxury Trains is one of the truly rail specialist companies in India. -
Classification of Hotels
INSTITUTE OF HOTEL MANAGEMENT BHUBANESWAR Est. By Ministry of Tourism, Government of India CLASSIFICATION OF HOTELS A) Classification on the basis of Size. 1) Small hotel : Hotels with 25 rooms or less are classified as small hotels.E.g Hotel Alka,New Delhi and the oberoi Vanyavilas ,Ranthambore. 2) Medium Hotel: Hotel with twenty six to 100 rooms are calledmedium hotels,E.g Hotel Taj view ,Agra and chola sheraton Hotel, Chennai. 3) Large Hotels: Hotels with 101-300 guest rooms are regarded as large hotels E.g. the Imperial, New Delhi, The Park, and Kolkata 4) Very Large Hotels: Hotels more than 300 guest room are known as very large hotels E.g. Shangri-La Hotel, New Delhi and Leela Kempinski Mumbai. B) Classification on the basis of Star. The classification is done by Ministry of Tourism under which a committee forms known as HRACC (Hotels and Restaurants Approval & Classification committee) headed by Director General of tourism comprising of following members are Hotel Industry Travel Agent Association Of India Departments of Tourism Principal of Regional Institute of Hotel Management Catering Technology & Applied Nutrition This is a permanent committee to classify hotels into 1-5 star categories. Generally inspects ones in three years In case of 4 stars, 5 Star, 5 Star deluxe categories, the procedures is to apply on a prescribed application form to director general of tourism. In case of 1, 2, 3 star category to regional director of the concerned govt of India tourist office at Delhi/Mumbai/Kolkata/Chennai. The basic details need to be given: 1) Name of the hotel. -
Passenger Business
Passenger Business The profile of passenger traffic in 2012-13 as compared to 2011-12 is outlined below: A front view of Bellampally Railway Station-an Suburban Non-suburban Adarsh Station on South Central Railway 2011-12 2012-13 2011-12 2012-13 Passengers originating 4,377 4,477 3,847 3,944 (millions) Passenger kilometres 1,44,057 1,45,654 9,02,465 9,52,449 (millions) Average lead 32.9 32.5 234.6 241.5 (kilometres) Earnings (`in crore) 1,925.65 2,010.44 26,320.78 29,312.40 Average rate per 13.4 13.8 29.2 30.8 passenger kilometre (paise) The overall trend of passenger traffic in the last three years was as follows: A front view of Katihar Station Building, Northeast Frontier Railway Total Suburban and Non-suburrban 2010-11* 2011-12 2012-13 Passenger earnings @ 25,705.63 28,246.43 31,322.84 (`in crore) Passenger journeys 7,651 8,224 8,421 (millions) Passenger kilometres 9,78,508 10,46,522 10,98,103 (millions) Average lead (kilometres) 127.9 127.2 130.4 * Excluding Metro Railway, Kolkata @ Excludes earnings of `86.98 crore in 2010-11 pertaining to Metro Railway, Kolkata. Front view of Patliputra Jn. Building, East Fare Structure Central Railway With effect from 1st April, 2012, the passenger fares of First class, AC 2-Tier and First AC/Executive Classes were increased by 10, 15 and 30 paise per kilometer, respectively. Further, with effect from 22.01.2013, the class-wise passenger fares were increased as per table given below: S.No. -
Indian Railways Annual Report & Accounts 2016-17
INDIAN RAILWAYS ANNUAL REPORT & ACCOUNTS 2016-17 (With highlights of the performance for 2017-18) Price : ` 150 Bharat Sarkar Government of India Rail Mantralaya Published by Directorate of Statistics and Economics Ministry of Railways Ministry of Railways (Railway Board), Government of India, New Delhi (Railway Board) INDIAN RAILWAYS ANNUAL REPORT & ACCOUNTS 2016-17 (With highlights of the performance for 2017-18) BHARAT SARKAR GOVERNMENT OF INDIA RAIL MANTRALAYA MINISTRY OF RAILWAYS (RAILWAY BOARD) Contents Organization Structure 2 Welfare, Development and 75 Empowerment of Women Apex Management 3 Review–Prospects 5 Facilities to Persons with 76 Disabilities Finance 8 Security 79 Freight Operation 13 Vigilance 82 Passenger Business 17 Promoting Hindi 84 Planning 27 North Eastern Region 87 Engineering 29 Public Relations 93 Railway Electrification 34 Railway Engineers Regiments 95 (Territorial Army) Signal and Telecom 37 Undertakings and other 97 Organizations Safety 42 Advisory Boards 125 Rolling Stock 50 Important Events 126 Material Management 56 Glossary 129 Research and Development 58 Summary of Audit Observations 131 provided by C & AG and ATNs Managing the Environment 63 Financial Statements and 141 Operating Statistics Personnel 68 ORGANIZation STRUCTURE MINISTER OF RAILWAYS MINISTER OF state OF railways (S) MINISTER OF state OF railways (G) railway BOARD CHAIRMAN railway BOARD MEMBER MEMBER MEMBER MEMBER MEMBER FINANCIAL TRAFFIC Staff ENGINEERING TRACTION ROLLING StoCK COMMISSIONER SECretary DIRECtor GENERAL/RHS DIRECtor GENERAL/S&T