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
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Step55 Step
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Stage
Stage11 Stage
Stage22 Stage
Stage33 Stage
Stage44 Stage
Stage55
Journey Arrival
Inquiry
Inquiry Reserva
Reserva Boardin
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