BLUE PRINT FOR RAILWAYS
(IRCTC) and HOTELS (OBOROI
hotels)
By
Praveen kumar
Prema kirnagi
Vijay rangrej
Service Blueprint
Service blueprint is a picture or map that accurately
portrays the service system so that different people
involved in providing it can understand and deal
with it objectively regardless of their individual point
of view .
Particularly useful at design and redesign stages of
service development.
It provides a way to break the service into logical
components and to depict the steps or tasks in the
processes, the means by which they are executed
and evidence of the service as consumer experiences
it.
Blueprint components
Basic components of Service
Blueprint are:
Customer actions
Onstage contact employee actions
Backstage contact employee
actions
Support processes
Blueprint components
Customer actions: it includes steps,
choices, activities and interactions that
customer performs in the process of
purchasing, consuming and evaluating the
service
Onstage employee actions: steps and
activities that the contact employees
performs that are visible to the customer.
Backstage employee actions: steps and
activities that occur behind the scene to
Blueprint components
Support processes: covers the
internal services, steps and
interactions that take place to
support the contact employees in
delivering the service.
Building a Service
Blueprint
Step
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Step22 Step
Step33 Step
Step55 Step
Step66
Step
Step44
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Stage
Stage11 Stage
Stage22 Stage
Stage33 Stage
Stage44 Stage
Stage55
Journey Arrival
Inquiry
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Boardin Journey Arrivalatat
Stage the
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Advantages of
Blueprint Human Resources
Service Marketers empowering the
creating realistic human element
customer expectations job descriptions
service system design
promotion selection criteria
appraisal systems
Operations Management System Technology
rendering the service as
providing necessary
promised
tools:
managing fail points
training systems system
quality control specifications
personal
preference
databases
IRCTC
INTRODUCTION..
INDIAN RAILWAY CATERING AND TOURISM CORPORATION LTD. (IRCTC) IS A
PUBLIC SECTOR ENTERPRISE UNDER MINISTRY OF RAILWAYS &
INCORPORATED AS A COMPANY IN1999
PURPOSE OF CREATION IS TO PROFESSIONALIZE AND MANAGE THE CATERING
AND HOSPITALITY SERVICES AT STATIONS, ON TRAINS AND OTHER LOCATIONS
AND TO PROMOTE TOURISM THROUGH DEVELOPMENT OF BUDGET TOUR
PACKAGES, INFORMATION & COMMERCIAL PUBLICITY AND GLOBAL
RESERVATION SYSTEMS
COMPANY HAS LAUNCHED PASSENGER-SERVICES ORIENTED BUSINESS LINES
LIKE SETTING UP OF FOOD PLAZAS ON RAILWAY PREMISES, RAILNEER', RAIL
TOUR PACKAGES AND INTERNET TICKETING' BRINGING GREAT DEAL OF
PROFESSIONALISM INTO THE OPERATIONS
SERVICE OFFERED
IRCTC PROVIDES SECURE, SAFE TRAVEL AT AFFORDABLE
PRICE
BUNDLE OF BENEFITS ARE :
CONFIRMED RESERVATION IN TRAIN
HOTEL ACCOMMODATION
FREE SITE SEEING / EXPERIENCED TOURIST GUIDES
CAB FACILITIES
INSURANCE POLICIES (TRAVEL)
Railway Service
Blueprint
Reservation
System
Boarding Stage
Enquiry stage
Arrival at
Journey Stage
the station
Blue print of enquiry stage &
reservation system in railway
department
PHYSICAL EVIDENCE
Voice of the
representative
Online portal
Non tecnosavy
customers
Database of
Inquiry department trains /
of railways issue of
tickets
Techno savvy
customers
INVISIBLE
Database and
reservation system
Blueprint of boarding
stage
Physical evidence
Railway Station, Voice of Announcements, Train
Arrives at the appearance
Railway tracks, seats toilets, list of passengers
station
Checks the PNR
Security Checks the baggage and status & seat no
proceeds towards the platform in list and board
the train
Invisible
Preparation of list and putting at required places
THE OBEROI
HOTELS
INTRODUCTION
Type Hotels
Industry Hospitality
Founded 1934
Founder(s) Late Rai
Bahadur
Mohan singh Oberoi
Headquarters Delhi,India
Key people The Oberoi
Family
Products Hotels
Parent East India
Hotels
HISTORY
TheOberoi Group, founded in 1934, owns and/or
operates 29 hotels and 3 cruise liners in five
countries.
Oberoi Hotels & Resorts is synonymous the world
over with providing the right blend of service,
luxury and quiet efficiency. Internationally
acclaimed for all-round excellence and
unparalleled levels of service, Oberoi hotels and
resorts have received innumerable awards and
accolades.
The Oberoi Group has been acknowledged as one
of the best hotel groups in the world.
COMPETITORS
Hilton hotels
Hyatt hotels
Marriott international
Taj hotel
Oberoi Udaivilas
Oberoi Amarvilas
The Oberoi
Delhi
The Oberoi
Mumbai
The Oberoi
Bangalore
The Oberoi
Vanyavilas
Hotel Service Blueprint
PHYSICAL Parking Cart for Desk Elevator Menu Room
EVIDENCE Bill
Bags Registration Hallway Food Amenities
Desk Lobby Room Bath
Arrive Give Check in Go to Call Room Sleep &
CUSTOMER
Check
ACTIONS
At Bags to Room Service & Shower
Out &
Hotel Bellperson Eat Leave
Process Deliver Delive Process
ONSTAGE Greet & r
Registratio Bag Check
CONTACT Take Bag Food
n Out
BACKSTAGE Take Take
CONTACT Bag to Food
Room Order
SUPPORT Registratio Prepare Registratio
PROCESS n System Food n System
Thank You
