1. SERVICES MANAGEMENT PROJECT TOURS AND TRAVEL INDUSTRY COMPANY-SOTC GROUP MEMBERS: 08-706 Akash Arora 08-715 Harsh Chauhan 08-716 Bhaven Chheda 08-717 Anuj Choudhary 08-718 Bhavna Daswani 08-726 Pramod Iyer 08-728 Dipesh Jain 08-739 Zececa Mehta

2. 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

3. Establishment Kuoni India Best Outbound Tour Operator COMPANY OVERVIEW

4. MARKETING MIX (7P’s) PRODUCT PROMOTION PLACE TARGET MARKET PRICE PEOPLE PROCESS PHYSICAL EVIDENCE THE EXTENDED MARKETING MIX

5. Product Potential Augmented Expected Basic Core

6. Services they offer Escorted tours Customized holidays Trade fairs SOTC sports Corporate tours Special tours – Marathi tours, Gujarati tours, Monalisa Tours

7. Price Cost Plus Competitive Pricing Perceived Value Pricing

8. Place Franchisees Offices in all major cities of India 347 offices in India Internet

9. Promotion Print Electronic Ads Sales Promotion- EMIs Publicity/PR Word of mouth, personal selling, telemarketing Exhibitions/Trade Fairs

10. People Includes travel agents, tour operators, tour guides et al Locals are employed Exhaustive training is provided 2900 employees

11. Customer Enquiry/ Reaching the customer Negotiating the Terms Explaining the details Completion of customer formalities and document submission -------------------------------- Line of Interaction-------------------------------- Air, hotel reservations as per needs Itinerary Arrange- ments Travel/Journey to destination Maintaining records and follow up through CRM Itinerary Confirmation -----------------------------------Line of Internal Control/Records-------------------- Process Contingency provisions Walking the Talk Return Journey

12. Physical Evidence Sales  Ambience/website  Brochures, photos  Pens, files, caps etc. Consumption  Facilities like flat beds  Ambience of hotels  Experience

13. SERVICES MARKETING TRIANGLE Tourism Company EmployeesCustomers Training Motivating Imbibing the values 4Ps Employee skills

14. KNOWLEDGE GAP Feedback system exists for namesake Customers require hotels near the airports during travelling In case of evening flights, they need lunch which is not provided Inadequate response to customers

15. SERVICE DESIGN & STANDARD GAP Vague Itineraries SOTC does not always adhere to itineraries Travelling days are included in the tour and are not clearly communicated to the customer No proper contingency planning

16. SERVICE PERFORMANCE GAP No single tour guide Difficulty in coordinating with channel members Language barriers

17. SERVICE DELIVERY AND EXTERNAL COMMUNICATION GAP Promises of hotels are not kept “All inclusive” cost CUSTOMER GAP Free days perceived as cost saving measures by the company