GROUP MEMBERS:08-706 Akash Arora

08-715 Harsh Chauhan08-716 Bhaven Chheda08-717 Anuj Choudhary08-718 Bhavna Daswani08-726 Pramod Iyer08-728 Dipesh Jain08-739 Zececa Mehta

TOURS AND TRAVEL INDUSTRYCOMPANY - SOTC

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

Company Overview

Establishment

Kuoni India

Best Outbound Tour Operator

Service Design

Line ExtensionSports tours, customized tours, language tours, trade

fairs, corporate tours etc.

Proposed ExtensionTours to untapped locations like South America,

Eastern Europe and Safari tours in Africa

Challenges in Service Design

Customer Satisfaction

Limited differentiation

Crisis management

Evaluation Of Tourism

• Search Attributes– Brochures, web sites etc.

• Experience Attributes– Very vital in tourism as customer cannot evaluate otherwise.

• Credence Attributes– Service provided

• Segmentation Upper middle class Rich/elite class

• Targeting Families Corporate Honeymoon couples Sports enthusiasts

STPD – POD/POP

Positioning Premium pricing

Differentiation Ethnic group tours Customized VAS

POP Core product Hotel

PRINT

Arrives at office

-------------------------------- Line of Visibility--------------------------------------------------------

PHYS

ICAL

EVID

ENCE

Office Brochure

Enquires about tours

-------------------------------- Line of Interaction--------------------------------------------------------Explaining

various options

-----------------------------------Line of Internal Interaction --------------------------------------------

CUST

OM

ERCO

NTA

CT P

ERSO

N(O

n St

age)

(Bac

k St

age)

SUPP

ORT

PRO

CESS Designing

and printing the

brochure

Selection of tour

Assist to take

decision

Money & Documents

Pays and submits

documents

Collects money and documents

Completing documentation & registration

formality

Accounting & Internal records

Itinerary

Receives

Prepares and sends

Reservations

Raising issues

Solving issues

Tour

Guides the tour

Appointment of tour guide and

other staff

Feedback & Memento

Gives feedback & accept Memento

Accepts feedback &

gives memento

Feedback analysis & Memento

arrangement

Rater Model

Reliability: Delivering on Promises.

Assurance: Inspiring trust and confidence.

Tangibles: Representing the service physically.SwagatSuvidha Safai

Empathy: Co-operation with customers.

Responsiveness: Being willing to help.

Service Recovery

Detailed and true itinerary

Contingency plan

Quick refund system

Feedback form