QCI - D. L.

Shah National Award winning IRCTC Case Study

“Improvement of Catering Service through Sustainable Cost Effective Approach”

Introduction
In this era of competition, retention of customer is the major challenge
especially when the issues are related to the quality of catering service,
customer satisfaction and value for money. Since the cultural and geographical
distribution is very varied in Indian environment, hence onboard customer
satisfaction of passenger also becomes a major challenge.

Improving the quality of catering services and leveling it to the industry

standard is the burning issue with the IRCTC. IRCTC has taken up this
challenge and started measuring and re-building its capabilities. We have
measured our problems and identified the major problem areas and causes of
problems.

With the consistent conscious efforts for improving the quality of Catering
Services, our focus is on the major problem areas of Food Quality and Service
and applied industry best practices and re-engineered to fit to our work culture.

By implementing industry best practices, has shown results in the form of

improved service standards, customer satisfaction and commendable cost
savings.

Brief on Case Study

In this case study, diagnostic approach on problem solving by applying Pareto
Analysis on Complaints received during last two years i.e. 2007-08 & 2008-09,
major problem areas identified included food quality (50.88%), Bedroll
(15.09%) & overcharging (13.73%). As food quality emerge as major area of
concern, fishbone diagram method was adopted to find out the causes. For the
causes identified, brain storming sessions were held for identification of
solution in the major problem area of food quality. The following solutions were
applied:-
i) Introduction of Hamper system in Base Kitchen
ii) Conducting Food Audit & Hygiene Audits in catering units through third
party agency
iii) Introduction of Quality Control Professionals
iv) Centralized Rate Contract for reputed branded quality product
v) MOA with M/s HPCL for smooth supply of LPG gas over catering units
vi) Adoption of Fuel Efficient practices in base kitchen.
vii) Implementation of proper monitoring mechanism.
Sustainability of approach and results were measured through continuous
conducting of Customer Satisfaction Surveys. The findings of fifth round
clearly indicate that there has been improvement in food & refreshment related
aspects in catering units.

This overall quality approach benefited IRCTC with cost saving of Rs. 8.91
Crores.

IRCTC is looking forward to further improve the catering services by adopting

following steps:-

i) Coordination with Railways for improvement in Pantry Car

Equipments
ii) Spreading awareness among passengers to curb overcharging
iii) Improvement in cleanliness of compartments as well as pantry cars
in co-ordination with Railway Authorities.
iv) Implementation of ISO 22000:2005 across all Base Kitchens food
plaza and mobile catering units
v) Training of Licensee as well as IRCTC staff on ISO 22000:2005.
vi) Lead Auditor Course training of IRCTC officials
vii) Introduction of induction heating cooking in departmental Base
Kitchens
viii) To Continue Food Safety & Hygiene Audits
ix) To Continue Customer Satisfaction Surveys

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