service marketing presentation on air india
Post on 16-Jul-2015
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Air India Chairman:-
Shri Rohit Nandan
Fleet Size
180 (Including Subsidiaries)
Destinations
13 International and 12 Indian Cities
Company Slogan
Your Palace in the Sky
Parent Company
Air India Limited
Headquarters
Air - India Building,
Nariman Point, Mumbai - 400 021, India.
Key People
JRD Tata( Founder)
Website
www.airindia.in
Tata Sons, a division of Tata Sons Ltd. (now Tata Group) was founded by J. R. D. Tata
in 1932. On 15 October 1932, J.R.D. Tata flew a single engine De Havilland Puss Moth
carrying air mail (postal mail of Imperial Airways) from Karachi's Drigh Road
Aerodrome to Bombay's Juhu Airstrip via Ahmadabad. In its very first year of
operation, Tata Airlines flew 160,000 miles, carrying 155 passengers and 10.71 ton of
mail. Tata Airlines launched its longest domestic flight – Bombay to Trivandrum with a
six seater Miles Merlin. In 1938 it was re-christened as Tata Air Services and later
same year was renamed as Tata Airlines. By this time Delhi and Colombo were also
serviced.
Passenger Handling
Ramp Handling
Cargo Handling & Warehousing
Technical Assistance
Diverted Flight Handling
VVIP & Charter Handling
Airport Handling Training & Development
ULD Repair Facility
Aircraft Recovery Assistance
As Air India and Indian Airlines had a long record of
monopolizing the domestic and international airspace,
they had a very tuff competition from private airlines.
Strength:-
• Largest air carrier in India in terms of traffic volume and company assets.
• The most updated fleet and competent repairs and maintenance expertise
Weaknesses:-
•Low profitability and utilization of capacity.
• Financial crisis leading to payment issues of employees.
Opportunities:-
•Customers are getting wealthier, tend to be less price-conscious and prefer to choose quality service over cost.
• Worldwide deregulations make the skies more accessible
Treats:-
• Air India faces imminent aggressive competition from world leading airlines and price wars triggered by domestic players.
• The Indian Railway Ministry has dramatically improved speed and services in their medium/long distant routes, attracting passengers away from air service, with prices almost at par with the low cost carriers.
REACHES
AIRPORT
COMPUTER
LCD’s SHOWIN
G FLIGHT STATUS
EMPLOYEE
GREETS PASSENG
ER
CUSTOMER
CARE
RECEIVES
BOARDING PASS
PILOTTAKES
CONTROL
GIVESLUGGAG
EFOR
WEIGHING &
CHECKING
WAITS FOR
FLIGHTAT
TERMINAL
BOARDS FLIGHT
PHYSICAL EVIDENCE
CUSTOMER
SUPPPORT PROCESS
ON STAGE
BACK STAGE
CO
NT
AC
T P
ER
SO
N
TAKES HIS
SEAT
ASKED FOR
MEAL
BLUEPRINT ANALYSIS OF AIR INDIA
ARRIVES DESTINATI
ON
TAKES HIS
LUGGAGE
AIR HOSTESS ASKS
FOR FOOD
EMPLOYEE
WEIGHS LUGGAG
E
EMPLOYEE
ISSUES BOARDING PASS
PARKING
EMPLOYEE DESK,
COMPUTER,
UNIFORM
WEIGHNING
MACHINE
BOOK STORE ,
RESTAURANTS AT
TERMINAL
AIRBUS
IN FLIGHT
ENTERTAIN-MENT
FOOD ,DRINKS
SHUTTLE
BUS
CONVEYOR BELT
GROUNDSTAFF
CHECKS PLANE
WEB CHECK
IN
AIR HOSTESS GUIDES
WAY
Customer Gap:-o Difference between expectations and perceptions
Provide Gap 1:-o Not knowing what customer expect
Provide Gap-2:-o Not selecting right service design and standards
Provide Gap 3:-o Not delivering service standards
Provide Gap 4:-o Not delivering proper communication
Provide Gap 5:-o Service Experience
Prioritise tasks
Gain employee acceptance of goals and priorities
Measure performance of service standards and provide regular feedback
Reward managers and employees for achievement of quality goals
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