Mission. Activities. Outlines. Brief on IRCTC. Brief on IRCTC Financial Performance

Transcription

1 INDIAN RAILWAY CATERING & TOURISM CORPORATION LTD CATERING SERVICES THROUGH SUSTAINABLE COST EFFECTIVE APPROACH Prem Narayan Group General Manager (P&Q) Outlines Brief on IRCTC Challenges faced Data Collection Diagnostic Approach on Problem Solving Identification of Solutions Implementation of solutions Sustainability approach Cost benefits Way Ahead Brief on IRCTC Brief on IRCTC Mission Incorporated on 27th Sept 1999 under the Companies Act 1956 as a Govt. Company. Obtained the Certificate for commencement of Business on 2nd December, The authorized share capital of the company i Rs. 50 crores and paid up share capital is Rs. 20 crores. The full fledged functioning of the Corporation started on 1st August 2001/ Functional Board set up, with Managing Director, Director (CS), Director (TM) and Director (Finance). A Govt. of India enterprise : Category B Mini Ratna company "Enhance customer services and facilitation in railway catering, hospitality, travel and tourism with best industry practices" Brief on IRCTC Financial Performance Brief on IRCTC Activities The company has been growing at fast pace while doubling its turnover year after year Growth can be seen in terms of Turnover of Crores in Year to Rs Crores during Year Its net profits have increased from 5.21 Crores during Year to Rs Crores during Our company has also paid dividend every year since its inception and Rs Crores have been paid as interim dividend during IRCTC has contributed Rs Crores to Indian Railways in Financial Year Catering Services At Railway Stations, In the trains Packaged Drinking Water Rail Neer Outdoor Catering Travel and Tourism Internet Rail Ticketing Tourism Products & Services Budget Hotels Hotel Booking/Car Rental etc. Call Centre 139 Rail Sampark 1

2 Challenges Faced To provide catering services to more than one million passengers daily Maintaining the uniformity in food quality Maintenance of pantry car equipments Non availability of trained man power in Food production and Service Provision of catering services during late running of trains Data Collection Complaints Registered on Complaint Management System (CMS) for Year and Customer Satisfaction Survey conducted on various trains including Rajdhani/Shatabdi/ Mail & Express trains for year & Data Collection Complaint Management System Data Collection Customer Satisfaction Survey Nature of Complaints Food Quality Food Quantity Bedroll Hygiene Over Charging Poor Services Staff Behaviour Misc. Complaint Management System Sources of Complaints Complaint Book Toll Free Number Telephone SMS Number Web Portal From Railways Rail Passengers M/s IMRB International and M/s IMRS Advisory Pvt. Ltd. have been engaged. Self Administered Questionnaire filled up by 200 passengers of a train. Different classes are covered to have representative sample of data. Trains are repeated to see the impact of monitoring and follow up on catering services. More than 500 trains surveyed and analysis conducted. Direct CO/ZO/RO Diagnostic Approach on Problem Solving Various tools & techniques adopted to counter the challenges to bring improvement in the catering services. Pareto Analysis applied on complaints Complaints data for year & analyzed to find out the major problem areas. Diagnostic Approach on Problem Solving Pareto Chart for Complaints Pareto Chart for the Year Based on the analysis it is found out that Food quality was the major problem area. 2

3 Diagnostic Approach on Problem Solving Major problem areas identified are: Food Quality (50.88%) Bed roll (15.09%) Overcharging (13.73%) Causal Analysis The causes found by applying Fish Bone Diagram. Kitchen staff was not trained. Attendants were not trained for handling of packaged food. Raw material supplied is of inferior quality. Material procurement procedure was not established. Material inspection team was not trained to inspect the raw material Trained chef was not available. Preservation facilities were not sufficient in kitchen & in pantry cars. Food preparation techniques were not good to preserve cooked food over a longer period. Preservation of perishable item was done in ordinary freezers. Identification of Solutions Training of Kitchen staff on hygiene, personal grooming and methods of food preparation. Replacement of old inefficient staff with new trained staff from hospitality industry. Appointment of industry trained chefs in the Base Kitchens. Standardization of Recipes. Infrastructure development of Base Kitchens. Mechanization of cleaning system. Re defining of procurement procedure (BPR) Registration of Retail Chain Suppliers Implementation of Vendor Managed Inventory (VMI) (Hamper System) Planning for Solutions Implementation S. No Task Planned Start Date 1 Training for kitchen staff April 2007 onwards 2 Procurement of Deep freezers 3 Procurement of Walk In Cooler 4 Implementation of ISO 22000: Hiring of trained kitchen staff & Chef Planned End Date On going Responsibility Mr. Gaurav Goel, AM/BK Mr. Biju Lakshman, AM/BK Mr. Gaurav Goel, AM/BK Mr. Ajay Sharma, DGM/Q H R Department 6 Customer Satisfaction Survey 2007 On going Mr. Ajay Sharma, DGM/Q 7 Food Safety & Hygiene Audit 2007 On going Mr. Ajay Sharma, DGM/Q Implementation of Solutions Hamper System Hamper is a basket containing various branded grocery items in the required quantities enough for food productions of no. of portions for a particular menu A, B & C for a day. Food production is in the slabs named as A1500, B 3500, C 2000 etc. A stands for Menu A & 1500 stands for no. of portions. Hamper is delivered by Retail Chain Supplier a day in advance of food production in base kitchen. Food Safety & Hygiene Audit M/s TUV SUD South Asia, empanelled to conduct the food audits. Food Premises Audited for Performance of Concerned Facility Provider i.e. Audit Scope (IRCTC related aspects) 1. Personal Hygiene 2. Cleaning and Sanitation 3. Storage 4. Food Safety 5. Regulatory, Statutory and Safety Regulations 6. Presentation 7. Personnel/ Practices Audit Scope (Railways related aspects) 1. Pest Control 2. Infrastructure Facility 3

4 Improvement noticed in Trains Improvement noticed in Base Kitchens Quality Control Professionals Quality Control Professionals Deployment of Quality Control Professionals for monitoring quality of catering services. Inspections in trains, base kitchens & food plazas. Provide training to Pantry Car Staff on cooking and service. To report shortcomings to the Zonal/Central Control. Interact with the licensee in case of repeated deficiency in catering services. Interact with passengers, specially complainants. To project a positive image of IRCTC. Centralized Rate Contract Availability of reputed branded products. Rate Contracts have been awarded to the short listed National players various segments. This is to aim at making reputed/branded quality products available to the passengers. Finalized based by following procedure on competitive bidding among short listed firms based on discount on MRP. Cost Saving: Annual procurement during : Rs Crores & Net Saving : Rs Crores MOA with HPCL for supply of LPG MOU signed between IRCTC and HPCL for supply of 19 KG LPG commercial gas cylinders. Competitive bidding process among PSU oil companies. Smooth supply system along with better after sale service relation by the firm. HPCL has offered 12% discount of retail selling price of each cylinders across the Country. Cost Saving: This has lead to a saving of Rs Lac annually for IRCTC. 4

5 Fuel Efficiency Various economic as well as safe measures implemented by training the cooking staff. By introduction of stainless steel utensils in the Base Kitchens. By introduction of induction heating in the base kitchens. Cost Saving: By Adopting these measures total cost of Rs lacs was saved on consumption of fuel over previous year. Monitoring Mechanism Inspection of Base Kitchens Inspection of Pantry Car Equipments Comprehensive Condition Survey of Pantry Cars Punitive Action against Service Providers Cost Benefits Centralized rate contract Introduction of Hamper System Trained resources & inventory automation Fuel efficiency Memorandum of Agreement with M/s HPCL Standardization of recipes Overall Cost Savings Rs Crores Sustainability of Approach/Result Improvement in food quality is measured using Customer Satisfaction Survey. An exhaustive survey conducted through M/S IMRB International. Five rounds of survey conducted during the year 2007 till March 2009 and 402 trains covered. The feedback received shows changing customer preferences for Food & Refreshment related aspects. Comparison of results of customer satisfaction survey of various rounds analyzed. Sustainability of Approach/Result Way Ahead Coordination with Railways for improvement in Pantry Car Equipments Spreading awareness among passengers to curb overcharging Improvement in cleanliness of compartments as well as pantry cars in co-ordination with Railway Authorities. Implementation of ISO 22000:2005 across all Base Kitchens food plaza and mobile catering units Training of Licensee as well as IRCTC staff on ISO 22000:2005. Lead Auditor Course training of IRCTC officials Introduction of induction heating cooking in departmental Base Kitchens To Continue Food Safety & Hygiene Audits To Continue Customer Satisfaction Surveys 5

6 Thank You 6