Monojit Chatterjee

Subhajit Acharya

Sudeshna Karmakar

Debjit Roy

Somyayan Saha

Amir Azak

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.

Cabin

In Flight Entertainment

Frequent Flyer Programme

Online Check-in

Premium Lounges

Product

Pricing

Promotion

Place

People

Process

Physical Evidence

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