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CHAPTER 2 INTRODUCTION
5.1 Conclusions
BIBLIOGRAPHY
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CHAPTER - 1
EXECUTIVE SUMMARY
SOTC is the Outbound Travel Division of Kuoni India and the countrys largest
outbound tour operator.
About Incentive tours of SOTC: With Kuoni-SOTC Corporate Tours, all one
has to do is to decide where one wants his/her employees or business partners to
go for a travel incentive scheme and SOTC will take care of every other tedious
detail. The company has a number of unique services to put you completely at
ease. The companys international network will ensure that no matter where one
are in the world, one will always get the best of services.
Project Overview:
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CHAPTER 2
INTRODUCTION
Understanding how the service industry works and how operations management
is applicable in service industry. Also knowing the reasons for the success of the
organisation and analysing any gaps if present in the functioning of the
company.
As per the Travel and Tourism Competitiveness Report 2009 by the World
Economic Forum, India is ranked 11th in the Asia Pacific region and 62nd
overall, moving three places on the list of the worlds attractive destinations. It
is ranked 14th best tourist destination for its natural resources and 24th for its
cultural resources, with many World Heritage sites, both natural and cultural,
rich fauna, and strong creative industries in the country. India also baggd 37th
rank in its air transport network. The India travel and tourism industry ranked 5th
in the long-term (10-year) growth and is expected to be the second largest
employer in the world by 2019.
India has been ranked the best country brand for value-for-money in the
Country Brand Index (CBI) survey conducted by Future Brand, a leading global
brand consultancy. India has also claimed the second in CBIs best country
brand for history, as well as appears among the top 5 in the best country brand
for authenticity and art & culture, and the fourth nest new country for business.
India made it to the list of rising stars or the countries that are likely to
become major tourist destinations in the next five years, led by United Arab
Emirates, China and Vietnam.
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Government Initiatives
The ministry promoted India as a safe tourist destination and undertook various
measures, such as stepping up vigilance in key cities and athistorically
important tourist sites. It also deployed increased manpower and resources for
improving security checks at key airports and railwaystations.
The report also states that real GDP growth for travel and tourism economy is
expected to achieve an average of 7.7 per cent per annum over the next 10
years. Export earnings from international visitors and tourism goods are
expected to generate US$ 51.4 billion (nominal terms) by 2019. The travel and
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tourism sector which accounted for 6.4 per centof total employment in 2009 is
expected to generate 40,037,000 jobs i.e.7.2 per cent of total employment by
2019.
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2.3 Introduction to the Company
SOTC Travel Services Pvt. Ltd. (Formerly known as Kuoni Travel (India) Pvt.
Ltd.) is a step-down subsidiary of Fairfax Financial Holdings Group; held
through two companies, its Indian listed subsidiary, Thomas Cook (India)
Limited (TCIL) and TCILs subsidiary Travel Corporation (India) Ltd.
SOTC India is a leading travel and tourism company active across various travel
segments including Leisure Travel, Business Travel and Distribution Visa
Marketing Services.
Leisure Travel
SOTC was established in 1949. Its tours have escorted lakhs of travellers across
the globe for more than 50 years to various destinations around the world. It
was acquired by Switzerland-based Kuoni Travel in 1996. SOTC India grew to
become one of Indias largest travel companies.
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It is one of the leaders in segments, namely Escorted Group Tours, Customised
Holidays, Holidays of India and MICE amongst others. Its vast array of holiday
services is taking holidaying to an entirely new level. A new age innovative
holiday maker, SOTC strives to make holidays a priority for every Indian. We
are for holidays and we want Indians to prioritize their holidays.
Corporate Tours
With a dedicated team of over 100 professionals across India who specialize
only in meetings, incentives, conferences and events, SOTCs customer focused
strategies and national reach have consistently ensured our market leadership in
the MICE segment of the outbound travel arena.
Business Travel
Business Travel India, is amongst the leading travel management companies
providing customised travel and travel-related solutions for Indias top
corporates.
Having the best people with the right skills and knowledge is the key to
Business Travels success. Time-strapped corporate customers get all their
travel needs met at a single window. To assist them further, implants are placed
within their offices to provide personalized service with backup facilities from
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the various branches. At present, Business Travel caters to 400 Indian &
multinational corporates providing round the clock travel solutions.
SOTCS BRANDS
SOTC World Famous Tours
SOTC Bhraman Mandal
SOTC Gurjar Vishwadarshan
SOTC Do-it-Yourself Holidays
SOTC Holidays of India
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CHAPTER 3
STUDY/PROJECT DETAILS
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3.3 Study Methodology
The methodology of my assignment was purely based on personalobservation as
well as interaction and discussion with customers and executives of SOTC
Mumbai.
STUDY AREA:Present study has been carried out at SOTC corporate office
and in the field, Mumbai.
NATURE OF DATA:
Primary Data:
The primary data has been collected through personal observation as well asthro
ugh both open and closed ended questionnaires with customer and the
executives of SOTC.
Secondary Data:
The secondary data has been collected from thecompany information system.
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CHAPTER 4
ANALYSIS & FINDINGS
1. Are you satisfied with the holiday package provided by SOTC for your company?
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Are you satisfied with the holiday package provided by SOTC for your company?
70
60
50
69
40
30
31
20
10
0
Yes No
50 50
Ye s No
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Would you recommend SOTC for incentive tours to others?
72
28
Ye s No
45
40
35
30 45
25
20
15
10 5
5
0
Yes No
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Is there a way to conduct the operations in a smoother manner?
40
10
Ye s No
26
24
Ye s No
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Is time management an important aspect in the company?
50
Ye s No
CHAPTER - 5
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CONCLUSION
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As the survey conducted indicates that majority of the employees are satisfied
with the daily operations of the company and are fully dedicated to their wok.
However, there are a few drawbacks in terms of distribution of workload. The
work is not distributed on merit basis but on the basis of friendship and how
well the sales manager and an operation manager gel. This does not lead to
competition among the employees at all or motivate them to do their job
efficiently. On the other hand the monetary incentives given to the employees
prove to be the only reason for the efficiency of the employees.
On the customer front,apart from the points mentioned above there are a few
more points that lead to the success of the company. The customers are given
top priority whether or not they cooperate. Also guidance at every step is
provided to all customers especially to the ones who are travelling for the first
time and are from small town and not very well educated.
Incentive tours department is the most successful wing of the company. Based
on number of consumer complaints and the revenue generated by the incentive
tours department, this wing contributes the mot to the success of the company.
Operations are carried out very smoothly and time factor is given highest
priority. Work allotted must be completed in a stipulated time and buffer
provided by the managers to their team is calculated and precise. The
international team and national teams work together when the customers from
PAN India travel for their biometrics and interviews for visa purposes.
However, sometimes the customers are not cooperative but due to the buffer
provided the operations do not get affected and thus not delaying the entire
process at all. Though the process is long, customers convenience is always
given top most priority.
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The gaps that were analysed throughout the period of 60 days are as follows:
1. Communication skills of the executives were weak.
2. There are only monetary incentives as motivation for the employees.
3. Work distributed is not on merit basis.
4. Certain employees are lethargic
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