cox n king

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ESEA CH EPO T

ON

OUTBOUND SE VICES OF COX & KING IN INDIA

Submitted under the partial fulllment of the award of Degree

MASTER OF BUSINESSADMINISTRATION

SESSION: 2014-201

B

RAJ SCHOOL OF MANAGEMENT & SCIENCES VARANASI .

AFFILITED TO APJ. ABDUL KALAM TECHNICAL UNIVERSITY,

LUCKNOW UP, INDIA

Cox & king Page

SUBMITTED BY

RITESH PANDEY

MBA IV SEM

ROLL NO: 1474770034

SUBMITTED TO.

MISS. DIVYA VATS

(ASST. PROFESSOR, MBA)

RAJ SMS


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DECLARATION

We, here by, declare that this mentorship project report on OUT BOUND

SERVICES OF CO ! "IN# IN INDIA has been written and prepared by

me during the academic year 2014-16. This project was done under the eternal

!entor !r . "#$%&&" '(!$# !)*+#$ co ing p/t ltd. )n partial

ulilment o the reuirement or the !3$ course o RAJ SCHOOL OF

MANA#EMENT AND SCIENCES VARANASI. AFFILIATED TO APJ.

ABDUL "ALAM UNIVERSITY LUC"NO$ UP.

RITESH PANDEY

#55 .1474770084

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AC"NO$LED#EMENT

$s ) done my reseach, ) tae this as an ample opportunity to epress my heartull thans and sincere regards to each and e/ery person associated with the

completion o this project.

) epress my indebtedness to !iss *hi/a *ingh+% or their silul guidance,

suggestion, content inspiration, and encouragement and in the initial eecution

o my eperiments which mae wor smooth and so many things. ) am /ery

much thanul or gi/ing me an opportunity to wor under guidance.

!y aculty guide Miss DIVYA VATS $**T. "#9&**# !3$ had been/ery helpul or the successul completion o the project by guiding me

throughout the entire phase. ) would lie to etend my gratitude to her or

rendering all the support ) needed throughout my project.

) would lie to special thans !#. "#$%&&" '(!$# !)*+#$ asst.

branch manager c )ndia to guide me to done my research.

RITESH

PANDEY

MBA IV SEM

TABLE OF CONTENTS

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INTRODUCTION

Business Overview

We are one o the oldest and most reputed tra/el organiCations in )ndia oering

total tra/el solutions to our customers. We operate as a & *T" *+" or all

tra/el related products. We oer the ollowing ser/icesD

E &cursions and 5eisure Tra/el /erseas +olidays, %omestic +olidays, $ir,

5and and :ruise 3ooings

E %estination !anagement

E )ncenti/e and conerence *olutions

E >alue added #) ser/ices

E Trade airs

E :arF:oachF#ailway booings

E 9oreign &change

E 3usiness tra/el $ir Ticets domestic and )nternational

E "ri/ate $ir charter

E +otel 3ooings %omestic and )nternational

E >isasF"assportF!edical insurance assistance

We operate in eight countries either directly or through our subsidiariesFbranch

networ and also ha/e representati/e oices

in additional < countries. ur registered oice is situated at !umbai, )ndia and

other branch oices in )ndia are located at ew %elhi, $ndheri,

:hennai, agpur, 3angalore, 'olata, $hmadabad, 'ochi, +yderabad, "une,

;oa and @aipur gi/ing us a pan )ndia presence. We intend to urther epand our

set up by adding more branches and shops as well as ranchise outlets to ser/e

more customers and add to our eisting base o /alued customers.

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We also ha/e two international branch oices at !oscow and ew =or and

ha/e operating subsidiaries in (', @apan, ($& and *ingapore. :o 'ings

@apan 5imited has branches in !aldi/es and ew :aledonia. We also ha/e

representati/e oices in *pain, *outh $rica, $ustralia, *weden and ;ermany.

ur global reach and passion or tra/el uniuely position us to oer multiple

tra/el choices and /alue or our products. ur 3usiness is di/ided into three

main /erticals o 5eisure, :orporate Tra/el and 9ore. Within 5eisure we ha/e

three

segments o )nbound tra/el, utbound tra/el and %omestic tra/el.

ur )nbound segment ocuses on pro/iding destination management ser/ices

that co/er all aspects o the ground tour arrangement or tour operators across

the world or the tourist /isiting the )ndian sub-continent. ur utbound and

%omestic segment includes pacage holidays in )ndia and o/erseas. We also

pro/ide ser/ices related to conerence organiCing, meetings, ehibitions, trade

airs or the corporate tra/eller. We ser/e our customers through our products

/iC. !):& !eetings, )ncenti/es, :onerences, &/ents, 9)Ts 9ree )ndi/idualTra/eller, ;roups and Trade 9airs. ur :orporate tra/el /erticals aims at

maing business trips more con/enient and cost eecti/e with our enhanced

customer ser/ice aimed at aster ser/ice deli/ery and more personaliCed

attention. We were one o the irst tra/el companies to be granted a license as an

$uthoriCed %ealer - category )) under the new licensing regime on ctober 1?,

2006. :o and 'ings )ndia 5imited ormerly called &astern :arrying

:ompany 5td was incorporated in )ndia in the year 1?8?. The name o the

:ompany was initially changed to :o 'ings )ndia 5td. on 9ebruary 28,

1?


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2007 and the name has now changed to :o and 'ings )ndia limited. The

name G:o 'ingsH is synonymous with tra/el business. The e/olution o the

name o our company as a brand can be traced in history dating bac to 17


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)ndianisation imposed by #eser/e 3an o )ndia, :o and 'ings )ndia 5imited

issued and allotted 60I o the shares to #esident )ndians and *ta ;ratuity

Trust 9und. $jay $jit "eter 'erar and (rrshila 'erar bought shares o :o

and 'ings )ndia 5imited rom the eisting shareholders o the :ompany or

the irst time on !ay 0?, 1?A1 and thereater in a series o rights issue by the

:ompany in !arch 1??0, $ugust 1??6, o/ember, 1??A and @une 200<

consolidated their holding through allotment o additional sharesFsubscription to

renunciation in these rights issue including purchases rom the eisting

shareholder during the said period. 5iC )n/estment "ri/ate 5imited acuired the

shares in :o and 'ings )ndia 5imited rom the eisting shareholders or the

irst time on *eptember 21, 1?AA and similarly consolidated its holding in the

rights issue by the :ompany in !arch 1??0, $ugust 1??6, o/ember, 1??A and

@une 200


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other tour operators. )t also oers ground handling capabilities in select

geographies.

We are in the process o signing a !emorandum o (nderstanding with )ndian

#ailways :atering and Tourism :orporation 5td. )#:T: or running a 5uury

Tourist Train in joint >enture with )#:T:. )#:T: has recei/ed an in-principle

appro/al rom the #ailway 3oard dated 2?F11F2007 or running the 5uury

Tourist Train in joint /enture with us to manage the onboardF board ser/ices,

mareting, booing, pricing etc. The in-principle appro/al o the #ailway 3oard

sets out the broad principle and the speciic details are being wored out.

#&' S*&+*& '- C' / "2 (I2/) L252*

We hope to add more customers each year and better our ser/ice standards by

pro/iding customers with a wide choice o products and leibility to meet their

changing needs. 9or the year ended !arch 81, 2007, 2006 and 200< our total

income was #s. ??4.1? million, #s. 6


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our ability to ser/e them well. We belie/e that our biggest asset is the trust and

the comort that our clients ha/e in us. )t is also relected in the repeat business

we get rom them. >arious awards ha/e been conerred upon us o/er the years

and this is testimony to the acnowledgement o our ser/ices in the Tra/el

)ndustry. 9or details on the awards won by us indly reer to the section titled

J3usiness K "ast $wards and #ecognitionL on page 111 o this %rat #ed

+erring "rospectus.

8 DORMANT SUBSIDARIES

E :o 'ings *hipping 5imited

E :o 'ings +oldings 5imited

E :o 'ings &nterprises 5imited

E : ' )n/estments 5imited.

E :o 'ings *pecial )nterest +olidays 5imited

E ;rand Tours 5imited

E :o 'ings Tours 5imitedE :o 'ings )n/estment 5imited

E :o 'ings $gents 5imited

E :o 'ings 9inance 5imited

E :o 'ings 9inance !auritius 5td.

S*&' M//5*

We are lead by an eperienced management group that has wored and has been

associated with the tra/el industry or many years and has the reuired sill,

epertise and /ision to continue to epand our business in new marets. ur

management team includes !r. "eter 'erar, ;roup :& who has been with

the company or more than 20 years. !r."eter 'erar has an in-depth

understanding o the tra/el industry. +e was the ounder, director o the World

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Tourism :ouncil or the )ndia sub continent. !s. (rrshila 'erar is our +ead o

perations in )ndia who has been with the company since more than 1< years.

(nder their direction and guidance the :ompany has grown at a :$;# o 86.1A

o/er the past our years. !r. $rup *en, %irector - perations, has etensi/e

eperience in tra/el industry and the same has been applied to the beneit o the

operations o our :ompany.

P&'+* S+*&5

We belie/e in oering complete tra/el solutions. ur wide choice o product

oerings caters to all the tra/el needs o the )ndian and )nternational tra/eller.

We belie/e that our products ha/e been airly successul in the maret. We

continuously inno/ate our product oering with the leibility to meet the

changing needs o our customers and to better address their needs. This also

helps us to dierentiate our products /is K a K /is the products oered by our

competitors. We belie/e that our success in branding our products has created

more awareness among tra/ellers and has also helped a tra/eller indistinguishing and identiying our branded products lie J%uniya %ehoL,

J3harat %eoL, J9leiholsL.

#'&/2+/9 P&+

We operate in eight countries either directly or through our branches and

subsidiary companies and including our representati/e oices, ha/e presence in

thirteen countries across the globe. )n )ndia, we ha/e branch oices at ew

%elhi,

:hennai, agpur, 3angalore, 'olata, $hmedabad, 'ochi, +yderabad, "une,

;oa and @aipur. 9urther we ha/e an ehausti/e networ o ;eneral *ales $gent

;*$ F "reerred *ales $gent "*$ all o/er )ndia. ;*$ are those agents who

sell only our products i.e. we ha/e an eclusi/e tie K up with them, whereas

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"*$ are those agents who sell tra/el products o other tour operators as well as

ours.

ur representati/es who ha/e in depth nowledge o the local maret they

operate in and we periodically update them in regards to the ser/ices and the

ind o arrangements and products we ha/e to oer to our customers. ur

branches and

sales networ coupled with their domain nowledge has assisted us in

successully impro/ing our maret share in tourism business. This strong

networ o agents and representati/es gi/es us access to important geographies

and marets and help us set our eet irmly in the oline tra/el industry. 3esides

we ha/e a strong networ o dedicated ground operators unctioning in dierent

countries that oer better options to customers as per con/enience and budget to

maimiCe their tra/el eperience. $lso, as a member o #$%)(* )nc, a global

tra/el company, we are connected with a networ o o/er 4,640 tra/el

companies around the world and ser/ice clients originating through them within

)ndia.

S299 ! ;/92*< S*/--

We attach great importance to our well nit moti/ated team o committed

people. They pro/ide the customer interace and are always aligned to the

customersH reuirements which relects our standards o ser/ice uality. We

ha/e built a team o eperienced, silled and eicient personnel ha/ing in depth

nowledge o the business and unspoen passion to promote our products. They

are important components in contributing to the producti/ity o our business.

We utiliCe a competiti/e compensation structure or our managerial personnel

and sta, and we belie/e this structure helps us attract and retain our managerial

personnel. We ha/e dedicated and eperienced management teams or the

eecution o special assignments, as well as or human resources, operations,

uality management, and our international business. We also ha/e regular

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training programs or our sta and management personnel. 9or more

inormation on our managerial personnel see the section on Jur !anagementL

beginning on page 18? o this %rat #ed +erring "rospectus.

T+'9'<

We deploy highest standards o inormation technology platorms. We ha/e

de/eloped and implemented a comprehensi/e central reser/ation engine or all

our tra/el related products. ur web enabled centraliCed dynamic pacaging

system

enables indi/idual, corporate and agents world wide to include all products and

ser/ices which they want on a real time basis. ur booing engine, built on high

perormance technology, is uic in deli/ering real time business inormation.

ur sophisticated :#! :ustomer #elationship !anagement *ystem is

designed to analyCe customer needs or better ser/icing and ensure repeat

business or us. )t generates reports identiying areas o opportunity and thereby

helps us in customiCing to impro/e the eiciency o our products. We ha/e a 24M 7 dedicated call center manned by well inormed and eicient eecuti/es to

address to customer reuirements including complaints i any.

O& B2 S*&/*<

A+=22*2'

We are looing a inorganic growth and may consider consolidating our maret

share through acuisition i targets pro/ide strong strategic it at a reasonable

price. ur strategy will be to ocus on up-maret long haul tour operators whose

product

oerings include the )ndian subcontinent and complement our eisting

worldwide product portolio. This will enable us to consolidate our sourcing

needs, gi/ing us better buying power and yield cost sa/ings. This will it into

our strategy o oering both outbound and inbound ser/ices to our clients in

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each o the destinations that we operate in. ur growth strategy in/ol/es

gaining new clients and epanding our ser/ice oerings, both organically and

through strategic

acuisitions o companies, which ha/e epertise in the domain in which they

operate and which also ha/e a good client base. This would increase the pace o

our growth, thereby enabling us to secure a higher /olume o business.

B**& R/+

We are ocused on maintaining and upgrading the inrastructure o our eisting

shops and also setting up new shops in new geographic areas. These shops will

be powered by high-end technology and euipped with trained sta ha/ing an

in

%epth nowledge o our products. We ha/e also launched a ranchisee model. )t

is a business arrangement where the ranchisee has the licensed right to own and

operate the business based on our business concept and use our brand name. )nthis we pro/ide start up help in terms o training, site de/elopment, ad/ertising

and mareting support. The ranchisee is branded as a :o 'ings shop and

sells only our products. )t is a one stop tra/el shop that pro/ides all tra/el

related ser/ices under one roo, maing tra/elling more simple or the

customers. We also plan to open more branch oices abroad, which will help us

penetrate newer geographies and add to our customer base. To penetrate newer

regions we are planning to increase our networ o "*$ F ;*$ agents with high

potential. ur endea/or is also to con/ert "*$ agents and ;*$ agents to

ranchisees going orward.

O92 F'&/<

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The online tra/el maret in )ndia is in a nascent stage and oers tremendous

growth potential. +a/ing irmly set oot in the oline maret, we ha/e now

created our space in the online arena. We ha/e recently launched websites with

the name

www.coandingsinbound.com and www.coandingsnri.com. These websites

and our eisting website www.coandings.com primarily oer an additional

channel o reaching out to our eisting and potential users customers which

are updated regularly to eature our products and inno/ations.. We oer /arious

options to the customer gi/ing him the leibility to customiCe the holidays as

per its choice. The website oers complete tra/el solutions oering the user a

choice to purchase any item rom an airline ticet, hotel accommodation,

logistic support, to a complete tour pacage. The website also oers users a

choice to purchase any combination o the abo/e and also design their own

holiday. We belie/e that with the rise in the number o internet users and better

acceptability o the internet as a con/enient medium or maing tra/el related

purchases, we are well positioned to capture a whole new client base.

F'+ ' O*>'

We belie/e that there is considerable growth opportunity in the outbound

tourism segment. $ buoyant economy, rise in disposable incomes, coupled with

rising aspirations ensures this segment is poised or growth. $lso with tra/el

getting cheaper there will be an increase in the number o people opting to

tra/el outside )ndia. We belie/e we are well positioned to eploit this segment

with our leible products and will continue to oer a comprehensi/e range o

tra/el contents to the

consumer with attracti/e pricing

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HISTORY OF THE COMPANY

R2+/& C', * -'&

#ichard :o 171A-1A08, ounder o :o 'ings

:o was born in =orshire in 171A. +is ather, @oshua, had made a good li/ing

as a lawyer and had mo/ed rom his birthplace in :lent in Worcestershire to

=orshire. +e then bought an estate near Nuarley in +ampshire. There is little

documentary e/idence o the early lie o #ichard :o, although he must ha/e

recei/ed an ecellent education ater which he came into the ser/ice o the

&nglish ;eneral, 5ord 5igonier , as a cler in the early 1740s. +e was clearly

eceptionally good at maing important contacts with all echelons o the army

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http://en.wikipedia.org/wiki/Yorkshirehttp://en.wikipedia.org/wiki/Clenthttp://en.wikipedia.org/wiki/Worcestershirehttp://en.wikipedia.org/wiki/Yorkshirehttp://en.wikipedia.org/wiki/Hampshirehttp://en.wikipedia.org/wiki/John_Ligonier,_1st_Earl_Ligonierhttp://en.wikipedia.org/wiki/File:Richard_cox.jpghttp://en.wikipedia.org/wiki/Clenthttp://en.wikipedia.org/wiki/Worcestershirehttp://en.wikipedia.org/wiki/Yorkshirehttp://en.wikipedia.org/wiki/Hampshirehttp://en.wikipedia.org/wiki/John_Ligonier,_1st_Earl_Ligonierhttp://en.wikipedia.org/wiki/Yorkshire


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and society, and in 1747 he married :aroline :odington, daughter o *ir

William :odington who was an established military igure.

:oHs career really too o when 5ord 5igonier led the 9landers campaigns o

the War o the $ustrian *uccession. )n one letter sent bac to 5ondon, #ichard

:o maes a demand that Jsuitable winter pro/isions and housing should be

made a/ailable or the three &nglish companiesL and he became e/er

increasingly entwined with the organiCation o pro/isions and the general

welare o the troops. 5igonier, in turn, thought the world o his Obelo/ed !r.

:oO, maing him his pri/ate secretary in the late 1740s. 5igonier went on to

become the :olonel o the 9irst 9oot ;uards ;renadier ;uards in 17


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military ser/ing all around the globe. :o li/ed in a time when 3ritain was

radically changing. #igid social structures were breaing down and enterprising

people could mae themsel/es eceptionally wealthy. +e was the epitome o

those dri/ing the 5ondon economy, generously in/esting in a multitude o

people, ideas and commerce.

T 1?* +*&< / '@/&:%

:o :o grew through the 1Ath and 1?th centuries. Timely alliances with the

great baning amilies such as the +ammerlseys and ;reenwoods secured an

established position in 5ondon, and by the end o the 1?th century most

#egiments used :o :o as their agents. $s the empire grew, :o :o met

the demand or oicers to be looed ater.

The company set up i/e branches in )ndia between 1?0< and 1?11,

supplementing those in $leandria and &gypt 1?1? and 1?20 and #angoon

1?21.

When the ;reat War began :o :o employed some 1A0 sta, o which one

third joined the army. %uring the ;reat War some 2


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The (*$ oice was opened in @une, 1?AA in ew =or, =. )n @une, 1??A the

(*$ oice was mo/ed to Tampa, 95. )n $ugust, 200?, :o 'ings (*$ came

under the umbrella brand o &ast )ndia Tra/el :ompany, )nc., which is a

subsidiary o :o 'ings, 5td., the global parent company. )n ctober, 2010,

:o 'ings (*$ has been rebranded :o 'ings, The $mericas, and is

responsible or all sales or clients in orth and *outh $merica. :o 'ings,

The $mericas is headed by :entre +ead and : Thomas *tanley. :o

'ings, The $mericas is relocating rom Tampa 9lorida to 5os $ngeles,

:aliornia in !ay, 2011.

:o 'ings purchased Tempo +olidays, a !elbourne based wholesale tra/el

company in @uly 200A, or an undisclosed sum but rumored to be in the /icinity

o (*%Q2< million.

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CHAPTER% COMPANY PROFILE

:o 'ings 5td. :'5, is the longest

established tra/el company in the world since 17isa

"rocessing and oreign echange.

OFFICES ! REPRESENTATIONS:

:o 'ings operates in 20 countries through branch oices, subsidiaries,

representati/e oices, ranchised sales shops as well as through our global

networ o sales agents.

The company has 12 branch sales oices in )ndia located in !umbai, ew

%elhi, :hennai, 'olata, 3angalore, +yderabad, $hmadabad, @aipur, 'ochi,

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"une and ;oa. The company has appointed o/er 100 ranchisees across 20

states co/ering 70 cities. The companys etensi/e networ o 1A< ;*$s and

"*$s co/ering all major towns and cities o )ndia enhances its reach.

:o 'ings has subsidiaries in (', @apan, $ustralia, ew Realand, ($&,

(*$, *ingapore, +ong 'ong, ;reece ;ermanyP branch oices in ew =or,

!oscow, !aldi/es TahitiP representati/e oices in *pain, ;ermany, )taly,

9rance, *outh $merica, *weden and *outh $rica.

The company owns Tempo +olidays $ustralia, &ast )ndia Tra/el :ompany in

orth $merica, &T in the (' and Nuoprro ;lobal *er/ices "/t 5td,/isa

processing. )n %ecember 200? it also acuired !y "lanet $ustralia "ty 5td and

3entours )nternational "ty 5td in $ustralia.

PRINCIPAL SERVICES OFFERED BY THE COMPANY:

:o 'ings is amongst the largest players with its range o specialist options.

)nno/ati/e pacaging, pricing and mareting ha/e been the hallmars o its

success o/er the years. $mong its many products are 5eisure Tra/el- %omestic

3harat %eho, )nbound )nternational, :orporate Tra/el, !):&, Trade 9airs,>isa "rocessing and 9oreign &change. The utbound Tours is segregated into

%uniya %eho escorted tours, 9lei+ols customiCed tours, 5uury

&scapades uniue luurious tra/el #) catering to )ndians across the

world.

Leisure

• D'5*2+ T'&25

:o 'ings is amongst the irst tra/el organiCations to brand domestic

holidays K

O3harat %eoO. (nder this brand we maret eclusi/e products that range rom

religious pilgrimage tours, education tours, weeend breas, acti/ity holidays,

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spa holidays, budget holidays, summer and beach retreats, train /acations,

coaching

and touring holidays.

3harat %eho

3+$#$T %+&'+ ;#(" +5)%$=*

)%)>)%($5 +5)%$=* #!$T): ;$T&W$=*

• I>' T'&25

)nbound Tra/el business promotes )ndia as a tourist destination. The company

caters primarily to the high-end segment o the inbound maret and conducts a

range o group and indi/idual tours throughout )ndia or its clients rom across

the world. )t pro/ide destination management ser/ices and co/er all aspects o

ground tour management such as hotel booings, airF rail ticeting, roundtrip,

airport transer, land arrangements, ecursion planning, meet and greet ser/ices,

e/ent planning, meetings and appointments, conerence management, pri/ate air

charter, etc.

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)t also pro/ides specialiCed ser/ices to oreign participants /isiting )ndia or

international meetings, conerences, ad hoc incenti/es and ehibitions and cater

to domestic conerences and corporate incenti/es as well. $dditionally, )t

pro/ide ground related ser/ices to international cruise companies touching

)ndian shores with a pro/ision or shore ecursions.

This segment is growing at close to 2< per cent.

• O*>' T'&25



success o/er the years. $mong its many products areD

Duniya Dekho

The company design and maret escorted tours to group tra/elers under one o

our lagship brand J%uniya %ehoL. These are ready made pacages where a

group o tra/elers is escorted by a tour manager. The customer chooses a

speciic tour rom the array o choices oered to suit his budget and

preerences. These group tours co/er some o the worldOs most enchanting

places such as $ustralia, ew Realand, &urope, (.*.$., :anada, 9ar-&ast,

!iddle &ast, *outh $rica and !auritius. These are specially designed or the

S/alue tra/eler ‟.

J%uniya %ehoL recently launched a series o premium group holidays K

J5uury &scapadesL with tra/el destinations lie &urope, 5atin $merica,

!iddle &ast, 9ar &ast and $rica.

(*$ K 2011 $(*T#$5)$-

&WR&$5$%

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&(#"& 9$# &$*T

&MT):

FlexiHols

These are targeted at the more discerning 9ree )ndi/idual Tra/eler 9)T, wheree/ery holiday is customiCed as per the con/enience o the tra/eler. 9)T can

mae its J9lei+olL tra/el plans by selecting its tra/el destination and holiday

option ranging rom romantic holidays, eotic cruises, amily /acations, etc.,

identiying tra/el interest i.e. eplorer, amily, romance or eplorer and

sharing his preerence o sightseeing, airline and hotels.

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The destinations range rom &urope, $ustralia and ew Realand, (*$ and

:anada, 9ar &ast and *outh &ast $sia.

&(#"& 9$# &$*T

$(*- &W R&$5$% $9#):$

)*5$%* $!):$*

L&< E+//

This inno/ati/e niche caters to the crme de la crme and this concept in

holidaying un/eils one destination ater another, laced with sinul indulgences

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and ine li/ing. ne can eperience the inest luury hotels and the most

eclusi/e entertainment a/enues o the world.

NRI D2622'

I2/ /+&' * @'&9 /6 /9@/


27/90

at the most attracti/e prices. 3aced by a phenomenal trail o awards and

epertise, :o 'ings oers outbound tour management acilities and an array

o /alue-added ser/ices that can arrange and handle the most comple and

eacting business trips anywhere in the world.

M*2, I+*26, C'-&+ / E2>2*2' (MICE)

5eisure tra/el is increasingly being used as an incenti/e tool by many

organiCations to con/ey appreciation or

#ecogniCing achie/ers. )t has dual beneits, one by pro/iding a holiday that

enables an eecuti/e to unwind and recharge and the other ser/ing as a reward

or ecellence that inspires the team.

We cater to all aspects o conerence organiCing, business meetings, e/ent

management, seminars, ehibitions, product launches and incenti/es. &/ery

e/ent is designed to meet speciic reuirements right rom the pre-e/ent

preparations, during the e/ent itsel and through to post-e/ent settlements.

We ha/e been constantly introducing inno/ati/e e/ents and maing suggestionsto mae e/ery conerence e/entul and memorable lie elephant polo matches,

gala dinners in airy tale castles and steam train journeys in princely carriages

amongst others.

F'&

:o 'ings is amongst the leading retail ore dealers in the country. We were

one o the irst tra/el companies to be granted the license as the $uthoriCed

%ealer - :ategory )) under the new licensing regime.

The enhancement o status rom 99!: to $uthoriCed %ealer - :ategory ))

opened a wide spectrum o acti/ities which we can undertaeP oremost among

them is the ability to transact outward remittance reuirements. The remittances

or other echange acilities or students pursuing studies abroad, medical

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treatment o/erseas, migrant tra/elers, salary and wages to crews on ships

/isiting in )ndia, subscriptions or o/erseas publications, seminars,

organiCationHs membership are some o the new businesses which we can

undertae in addition to pro/iding oreign echange ser/ice to 5eisure Tra/elers

and :orporate F 3usiness Tra/elers.

This places :o 'ings in league with $uthoriCed %ealers lie 9oreign

&change ominated 3ans to cater to the reuirements o a whole host o

customers. )t wors with more than 100 corporate clients and caters to its large

leisure base.

C' ! "2 O92

:o 'ings has de/eloped an online portal, which is a web enabled dynamic

system that includes holidays, sightseeing, cars, hotels, transers, insurance and

other ancillary tra/el ser/ices. !ost o the products and ser/ices are a/ailable

on a real time basis and is baced by a 247 call centre. With the companyOs

online access system, one can complete all processes using just one window, just one simple booing system.

OR#ANISATIONAL CHART

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JOBS DONE

• V2/ &'+2 &62+

) wored in /isa processing ser/ices, where ) understood the

necessity o tra/el documents and regulations and the signiicance

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o the dierent types o tra/el documents and or what purpose

they are reuired.

(nder this department ) also learnt how to ill /isa application

orms or /arious destinations.

• D2


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call has not reuested that the telemareter contact them.

Telemareting is one o the most contro/ersial types o mareting.

The purpose o telemareting is to mae a sale. *ometimes

telemareters ha/e personal inormation when they call a customer,

nowing the person has purchased products similar or related to

theirs rom other /endors or outlets.

) was gi/en a list o more than hundred clients to mae calls.

LEARNIN# PART

:lassroom teaching helps the student by maing conceptual base clear, but on

the job training is the practical way, which helps the students to get practical

nowledge o the concept. ormally the students are not aware o actual

reuirement

Woring as a summer trainee at :o 'ings was a wonderul eperience, it

ga/e me immense understanding about how companies are maing businessthrough /arious ways. The /arious departments under which ) wored are

%()=$ %&'+, this department was undertaen by !rs. !inai @oshi and

!iss +emlata !ethwani. The other department which ) wored in was ,/isa

processing ser/ices, under *ir )shwar %as. )t is my pleasant duty to epress my

special thans to !r. )shwar %as and !iss @han/i #athore or their

encouragement throughout my project and their guidance during the

compilation o wor.

B2 '- * '&/*2 >22/&2 '- * C'5/<

ETN S&62+ L252*

&T is one o the astest growing inbound tra/el wholesalers in &urope. &T

ser/ices inbound tra/el or destinations across &urope and its clients are mainly

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sourced rom )ndia, Taiwan, ;ermany and *outh 'orea. )t pro/ides ground

handling ser/ices or inbound tours in the &urope.

The ey ser/ices oered by &T across &urope includes hotels, transportation,

tour escorts and specialist guides, restaurants and ticets or special e/ents,

monuments etc.

C' ! "2 T&/69 L252* U"

:o 'ings Tra/el 5imited (' is an outbound specialist tour operator and

caters to only the leisure tra/el maret. )t concentrates on the up-maret end o

the business. )t is considered a specialist tour operator which also operates tours

around the world lie )ndia, 9ar &ast, 5atin $merica, $rica, !iddle &ast etc.

$lthough the business was started as a onecountry product )ndia, the rapid

growth o/er the past three years has been ueled by its increasing portolio o

specialist programmes. The tours are sold /ia brochures and such brochures are

generally o two typesD %estination led pacagesP and )nterest led pacages. The

@ohn 5ewis "artnership is one o the ('Hs top ten retail businesses with 2< @ohn

5ewis department stores and 1A8 Waitrose supermarets. )t has launched a newdirect ser/ices company named ;reenbee, pro/iding home and tra/el insurance,

theatre ticets and tra/el ser/ices. ;reenbee is targeting to become the

destination

shop or tra/ellers in 200A. ;reenbee has signed up with :o 'ings, to

pro/ide an eclusi/e range o planned group tours and bespoe tra/el itineraries

C' ! "2 J//

:o 'ings @apan has a tour operator class license rom the ;o/ernment o

@apan. This license enables it to sell tra/el products to the public, but more

importantly to the wholesalers in @apan who control the maret. )t has oicial

relationships with @T3 :orporation, @apan $rlines, $ll ippon $irways

:ompany 5imited, +oai *now 5imited, o/a Tourist 3ureau :ompany

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5imited etc which enables these companies to use their ser/ices as a 323

relationship. There are /ery ew companies who ha/e this trading relationship

and this is a major barrier to enter the @apanese maret. :o 'ings @apan,

generates re/enues principally rom pacaging holidays or the public, the

major wholesaler and societies. )t controls its uality and margins by ha/ing its

own oices in !aldi/es and ew :aledonia and through the ground handling

acti/ities o the :ompany or its )ndian clients. This gi/es it a major ad/antage

in contracting and ser/ice deli/ery.

C' ! "2 T'& LLC, D>/2

:o 'ings Tours 55:, %ubaiHs objecti/e is to tap ($&Hs outbound leisure

tra/el maret. :o 'ings Tours 55:, %ubai ser/es &patriates and ($&

ationals or leisure tra/el across the world. $nother ocus is in pro/iding

eclusi/e group tours which will cater to the needs o the )ndian &patriates in

the region. )n the irst 6 months o its operation in %ubai, :o 'ings Tours55:, %ubai has already launched many inno/ati/e tour programs or the

tra/ellers rom ($&. :o 'ings Tours 55:, %ubai has plans to start its

inbound tours ser/ices to %ubai. )tHs main ocus will remain to be the leader in

leisure tra/el segments both outbound and inbound. $nother ocus area would

be to target the corporate incenti/e tra/el, which is growing at a ast pace.

D2*&2>*2' C/9 -'& '& P&'+*

:urrently we use the ollowing distribution channels or better /isibility and

sale o our products. We ha/e our own branch oices in )ndia. We ha/e

mareting representati/e oices in < locations across the globe. We also ha/e a

strong agency

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networ o ;*$F "*$s within )ndia and world wide, which sells its products

either eclusi/ely or with other tra/el products. )t sells through ad/ertising with

T> and through print media and dedicated readers oer. We were amongst the

irst tra/el :ompany in )ndia to start a uniue mareting initiati/e called Tra/el

:lub. This was done to create awareness o new destinations. Tra/el :lub was a

co-branded tra/el section appearing in major newspapers in )ndia.

1 O& B&/+ O--2+

:urrently we ha/e oices in 12 locations within )ndia and two oices outside

)ndia. These branch oices operate as our Tra/el *hop as well as bac oice or

transactions taing place in that part. These oices gi/e us a pan )ndia

presence. $s a part o our growth strategy, we plan to open more dedicated

shops and pursue the ranchisee route to gain depth o reach within )ndia. We

belie/e that these shops are /ery important or our o/erall growth as this is an

interace between the customers and the company which ensures timely ser/iceand prompt grie/ance redressal.

2. F&/+2

We ha/e de/eloped a ranchisee model wherein the ranchisee is labeled as a

J:o 'ingsL shop and is a Jne *top Tra/el *hopL. The ranchisee pro/ides

and sells all tra/el related products and ser/ices lie leisure holidays, ticeting,

oreign echange and insurance, hotel booing, car rentals, third party products

lie cruises, eurail, etc. and /isa and documentation. We pro/ide the sta o the

ranchisee with assistance and training to sell our branded products. We also

pro/ide the ranchisee with guidance relating to the management, inance,

promotion and methods o operation to be employed in connection with the

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system. We will support the ranchisee with ad/ertising, promotions and other

programs with a /iew to de/elop the business.

8. A*

We ha/e a networ o ;*$F"*$ spread all o/er )ndia. We also ha/e etensi/e

networ o representati/es and ;*$F"*$ across the world. This networ o

agents and representati/es allows us to cater to demand in tra/el marets where

we donHt ha/e our own oices. ur representati/es ha/e in depth nowledge o

the local maret they operate in and we periodically update them in regards to

our ser/ices and product oerings. ur "*$ F ;*$ networ within )ndia

sources business or us or our outbound tours and %omestic tours. Through our

"*$ F ;*$ and #epresentati/es outside )ndia, we cater primarily to the )nbound

tra/ellers coming through them including #)Hs and "). $ re/enue sharing

model along with incenti/es is in place or these ;*$F"*$ representati/es.

4. I*&* S/9

We ha/e recently launched websites www.coandingsinbound.com andwww.coandingsnri.com in addition to our eisting website

www.coandings.com. These user riendly web sites oer our products on real

time basis. We belie/e that with the number o internet users increasing, the web

platorm will help the company to capture additional maret o those tra/ellers

who preer to do their tra/el purchase online. The website will be a complete

tra/el solution oering a user the choice to purchase any item rom an airline

ticet to a complete tour pacage. The website will also oer a user the choice

to purchase any combination o product. We belie/e that application o such

state o the art web technology will allow us to capture a whole new client base.

H5/ R'&+

ur management team includes some o the most eperienced managers in the

tra/el and leisure industry. !ost o our senior management ha/e substantial

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eperience in their respecti/e domain areas and ha/e been instrumental in the

growth o our organiCation. We belie/e that our management team is well

placed to pro/ide strategic leadership and direction to eplore new emerging

opportunity in these sectors as well as constantly impro/e our current

operations. We ha/e witnessed low attrition o ey management personnel and

ha/e also recruited se/eral proessionals with a combination o domain

epertise in critical areas and inno/ati/e thining or all areas and ser/ices to

our organisation. We belie/e that these attributes o our sta pro/ides us with a

signiicant competiti/e edge.

The brie details o the permanent employees o the :ompany as on @anuary 1


37/90

1. ;o/ernment o )ndiaHs ational Tourism $ward or :onerences, or se/en

years. 1??


38/90

ur registered oice at !umbai and all the branch oices within and outside

)ndia are either taen on lease or on lea/e and license basis. We are reuired to

regularly renew the lease or lease and license arrangement with the owners to

peaceully enjoy the property.

We also own residential lats at !umbai and 3angalore. These lats are

primarily used or sta accommodation.

I&/+

We ha/e taen an indemniication policy as per the reuirement o )$T$.

We ha/e taen a group accidental policy co/ering 10,000 passengers co/ering

accidental death and permanent total disablement. We ha/e also taen

proessional liability policy towards inbound tourists. We also ha/e in place a

proessional liability insurance or loss or damage due to any error, neglect

actual or alleged in conducting tour ser/ices with o/erseas tour operators.

We ha/e a comprehensi/e oice pacage policy or any loss suered by us in

our business that we do due to the dishonesty F raud committed by our employees. We also ha/e a oice protector policy to protect our oices orm

natural disasters, ire, burglary, machinery breadown etc. We also ha/e money

policy or loss o money including ore in transit, orm locers o the :ompany

and personal money, personal eect o employees lost or damaged in the course

o the business hours. We ha/e a group mediclaim policy or our employees as

and their dependents. We also ha/e a personal accident policy or our

employees.

D*/29 '- I*99+*/9 P&'&*<

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We currently own 40 trademars o our branded products and oerings that we

oer under brand name. These trademars are registered or a period o 10 years

rom the date o application. 9or certain mars we ha/e acuired multiple

trademars under dierent classes.

)n addition to this we ha/e made application or registration o 20 trademars

with the #egistrar o Trademar, !umbai, under /arious combinations and

classes, which are currently pending registration. 9or more details on these

trademars

BUSINESS TRAVEL

:o 'ings are one o the maret leaders in business tra/el ser/ices in )ndia,

oering a ull range o business tra/el ser/ices to o/er 200 corporate clients,

including major multinational companies. :'Os strength in this business area

is e/ident when one o the worldOs largest conglomerate in business tra/el -

#adius the 9irst truly global tra/el management partnershipFconsortium with

merger o Tra/el Trust )nternational and Woodside Tra/el !anagement

:orporation in 1??2 selected :o 'ings as their )ndian partner. :' -

#adius /erseas Tra/el 9ulilment *olutions through the #adius 3rand

5e/eraging the partnership with #adius, :o and 'ings can oer Tra/el

9ulilment *er/ices to :orporate :lients who are ha/ing oices o/erseas or

project teams woring on site at their customerHs site, through its #adius

*hareholders in the respecti/e o/erseas regions. $ll tra/el reuirements will be

controlled through the o shore 24 7 Tra/el :entre based in !umbai.

DOMESTIC TOURISM

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)ndia with its large domestic consumer oers :o 'ings a uniue

opportunity to

launch its portolio o Odomestic holidaysO or people resident in )ndia. 5aunched

in

2000, O3harat %ehoO see )ndia is todayOs leading ObrandedO product in the

country

with a wide range o O)ndian +olidaysO rom cultural holidays, pilgrim holidays,

wildlie holidays, honeymoon tours, weeend getaways, customiCed 9)T Tours

to

nature trails, 3harat %eho has captured o/er


41/90

CURRENCY ECHAN#E

:o 'ings has a ull-ledged money changing di/ision in :o 'ings

ices ser/icing the needs o the corporate tra/eller and the leisure tra/el

clients. $ strong distributor o $merican &press Tra/ellersO :heues, :o

'ings has been awarded OTop "erormerO or se/eral years.

TRAVEL INSURANCE

"olicies or 5eisure %omestic as well as )nternational Tra/el and special

:orporate %eals on )nsurance co/ering an array o specialiCed tra/el areas,

some o which areD

1 5oss o baggage checed

2 3ounced +otel F $irline 3ooings

8 !issed connections

4 "ersonal $ccident

< Trip :ancellation due to hospitalisation, death or curew.

HI#H TECHNOLO#Y PLATFORM

:o 'ings today deploys highest inormation technology platorm in the

)ndian Tra/el )ndustry. )t has de/eloped totally integrated ront, mid and bac

oice solutions. This has brought about huge cost sa/ings or the organisation,

thus managing to oer OualityO ser/ice to its customers at a great cost sa/ings.

CO AND "IN#S AS BRAND

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The :o and 'ings brand has e/ol/ed o/er 2isa "rocessing.

:' designs tra/el pacages or both indi/iduals and groups, or their

domestic and international leisure tra/el. The company maes tra/el

arrangements or corporate clients to cater to their business meetings,

conerences, e/ents, and as an incenti/e or their employees and business

partners. The company also pro/ides /alue-added ser/ices, such as customiCing

tra/el plans or #) customers, tra/el arrangements or Trade 9airs and

pro/iding pri/ate air charter ser/ices. 3esides, :' oers tra/el-related

oreign echange and payment solutions. The company is one o the irst tra/el

companies in )ndia to be granted a license as an $uthoriCed %ealer - :ategory

)), under the new licensing regime. Within 5eisure Tra/el, the company has

three sub-segments, utbound Tra/el, )nbound Tra/el and %omestic Tra/el.

The )nbound Tra/el business represents destination management ser/ices that

co/er all aspects o ground tour arrangements reuired by tour operators acrossthe world. The %omestic and utbound Tra/el businesses include the selling o

holiday pacages or tra/el in )ndia and o/erseas, respecti/ely. (nder :orporate

Tra/el, a ull range o business tra/el ser/ices, through a team o dedicated

relationship managers, is oered.

)n )ndia, :' has 2


43/90

subsidiaries, branch oices and representati/e oices in the (', $ustralia,

ew Realand, @apan, (*, ($&, *ingapore and +ong 'ong.

/er the period o 2006-0?, the company has made 6 acuisitions, and it willcontinue to eplore /arious opportunities or inorganic growth in the uture

)" %etailsD :' proposes to mae its )" in the price band o #s816-

880Fshare, at a ace /alue o #s10 each, and to issue 1.A


44/90

I*&< O6&62@

#9'>/9 T'&25 I*&<

$s per a WTT: study, the number o tourist arri/als worldwide increased rom

?04million in 201< to ?2


45/90

/er the long-term, the Tra/el Tourism )ndustry is epected to resume its

growth, with emerging economies in particular leading the way by boosting

international tra/el. )n de/eloped countries, a growing preerence or leisure is

epected to pro/ide clients or new destinations once consumers regain

conidence, while the popularity o short breas, both domestic and

international, will continue to increase. WTT: estimates the world Tra/el and

tourism industry to witness a :$;# o 4.8I o/er 200?-201?. )n (*% terms the

same is epected to witness a :$;# o 6.?I.

I2/ I>' I*&< % R+'6&2

%uring 200A-0?, the )ndian tourism industry had to cope with terrorism and the

global economic downturn, which put a brae on a decade o phenomenal

growth in international arri/als 1??A-2007, dri/en mainly by the successul

O)ncredible )ndiaO mareting campaign and steady impro/ements in the tourism

inrastructure. +owe/er, with the eects o the meltdown easing out andeconomic acti/ity picing up, the declining trend o 9T$s 9oreign Tourist

$rri/als seems to ha/e been arrested.

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The 9T$s declined signiicantly to 18.AI during 2010, as compared to that in

200A, but, during 2010, the situation impro/ed maredly a decline o only

1.AI, with the 9T$s close to that o last year. +owe/er, measured in terms o a

percentage o ;%", tourism still accounts or just 6I o the economy, much

below the world a/erage in 200A.The epected rise in demand o/er the net 2-8

years would be largely due to actors such as )ndiaOs popularity as a tourist

destination, strong economic undamentals, a continued interest rom

multinationals and a steady growth in domestic tra/elers both business and

leisure.

I6*5* A&5 *

:' deri/es o/er hal o its earnings rom the emerging marets mainly )ndia

and is ocused on increasing its presence in other high growth geographies

mainly the !iddle- &ast and *outh-&ast $sia. This, we belie/e, would bode

well or the company, as it is ideally poised to beneit rom a strong growth indemand or outbound and inbound ser/ices in these areas, enabling it to achie/e

a high growth rate in the uture.

$ccording to WTT: estimates, the world tra/el and tourism industry is

epected to cloc a :$;# o 4I o/er 200?-201?. The growth rate is epected

to be much higher in the case o emerging marets, mainly )ndia, the !iddle-

&ast and *outh-&ast $sia. $ccording to WTT: estimates, the tourism industry

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in )ndia, the !iddle-&ast and *outh-&ast $sia is liely to witness a :$;# o

AI o/er 200?-201?.

$ccording to the WTT:, de/eloping countries, which until recently ha/e been

the ey dri/ers o growth in the tourism industry, are epected to tae a bacseat

o/er the net decade. $lthough countries lie the (*, @apan, :hina and West-

&uropean countries would continue to generate a big chun o tra/el and

tourism demand, in terms o growth, the emerging countries in $sia, the

!iddle-&ast and $rica are liely to lead going ahead. The shiting o the trend

towards the emerging marets is e/ident rom the steep decline in the share o

the top 1< destinations o international tourist arri/als rom around 7


48/90

ormalities to ticeting, holidays, insurance and oreign echange. 3esides, the

company is in the process o rolling-out a pan-)ndia, luury train, under the

brand O!aharajasO &pressO, through a joint /enture with the )ndian #ailways.

Wide geographical reachD )n )ndia, :' has 2


49/90

belie/e that the companyHs organic and inorganic growth rates will be sustained,

and its core proitability will remain healthy, going ahead. +ence, on the bac o

positi/es lie :'Os superior growth rates, its wide geographical reach, a strong

brand ranchise and the impro/ing industry dynamics, we recommend a

*ubscribe /iew on the )".

R/*2'/9 -'& '& S>+&2> &+'55/*2'

:o and 'ings :' is a global tour operator, deri/ing around ?0I o its

re/enues rom the leisure segment. The company has a strong presence in the

emerging and de/eloped marets, and oers tra/el, ore and /isa ser/ices.

Well-positioned to gain maret share on the bac o a strong brand ranchise

and a presence across the /alue-chainD :' has a history o o/er 2


50/90

appropriate ad/ertise in the nationalFlocal news papers andF or sou/enirsF

magaCines orD

a )nduction o managerial sta.

b #ecruitment o silled employees.

c ccasional publicity or projecting good image o company.

d 9or procurement o new products and pacages

While releasing such ad/ertisements under mentioned points should be gi/en

due

considerationD

a &conomy o epenses

b 3rie but eecti/e eposure.

c $ttracti/e image representation.

2. 3(*)&** *(#>&=D

#egionalF3ranch oices shall, either on their own initiati/e or on instructions

rom the head oice, conduct occasional, but programmed and structured

sur/eys o maret and competitors. +owe/er, beore or while conducting these

sur/eys, ollowing points should be taen into consideration.

a $ssessment o business prospect in the area.

b Whether area is untouched by other competitors especially JT+!$*

:'L

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c &mployee-customer relationship in the area.

d )nsurance and 9oreign tie-ups should be co/ered

e :ulture en/ironment and language o dierent countries in pacages.

$/ailable o customers locally.

g $ssessment o customers need as per the products and ser/ices.

h 9ire ighting acilities a/ailable.

leibility in pacages as per customers reuirement

STATEMENT OF PROBLEM

The study is done to ind out the perception o customers on comparing :M

$% ');* and other competiti/e brands

To ind out the additional eatures and that could added to co ing to mae

to it more eecti/e.

');* compared to any other competitors.

:M ');H* "#9)5&

:o 'ings is the longest established tra/el company in the world. )tHs

distinguished history began in 17


52/90

the 3ritish administration departed, but bound by strong ties to )ndia, :o

'ings stayed and lourished. 3y the 1?70Hs oreign companies were obliged to

limit their in/estment in )ndia, at which time the Taj ;roup o +otels acuired a

substantial interest in the company. Today, :o 'ings )ndia is a premium

brand in all tra/el related ser/ices n the subcontinent.

:o 'ings )ndia is a branch with its headuarters in 5ondon. The other

international branches are located in ew =or and Toyo. :o 'ings )ndia

holdings are :o 'ings Tra/el 5imited 5ondon 40I, The Taj ;roup o

:ompanies 40I and )ndi/iduals 20I. :o 'ings )ndia has its head oice

in 3ombay and regional oices in ew %elhi, !adras and 3angalore. :o

'ings )ndia has an annual turno/er o (*Q 40 million.

THE PRINCIPAL SERVICES OFFERED BY THE COMPANY ARE:

(/)BUSINESS TRAVEL:

:o 'ings are the maret leaders in business tra/el ser/ices in )ndia,

oering a ull range o business tra/el ser/ices to o/er 1


53/90

leading inbound operator. :o 'ings is the only )ndian tour operator which

understands the &uropean :ommunity directi/es on holiday products and oers

to &uropean tour operators a guarantee to pro/ide client handling standards

conorming to the &uropean :ommunity norms.

(+) OUTBOUND TOURISM:

)ndia is perhaps one o the largest potential outbound tour marets in $sia. )n

a total maret segment o 44 million people


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:M ');* K )%)$

)ndia is another cultures another world. $ /isit to )ndia can be the holiday

o a lietime, a great eperience, something your clients will ne/er orget. )t is

important or the /isiting tourist to now that )ndia is a /ast subcontinent with a

rare admiture o races, people languages, customs and traditions. 9ew

destinations in the world co/er such a wide spectrum.

To the north o )ndia are the worldHs highest mountains, the mighty +imalayas,

oering ha/ens o unmatched beauty against a bacdrop o snow-clad

mountain, the highest pea in the world K !ount &/erest. n the western and

eastern coastlines are /irgin beaches with a tropical ambience o coconut palms

and white sands and a hinterland o lush green rice-ields and meandering

ri/ers. There are secluded island resorts with rain orests and coral rees. To the

south are bacwaters, lagoons and waterways, lagoons and waterways o great

beauty, and orests with a wide range o lora and auna. The sub-continent

etends 8220m rom north to south and 2?80m rom west to east. $ land

rontier o o/er 1


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reaching bac into antiuity. &/en today many G/edicH hymns used in daily

prayer are nearly 8


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!ahal is a ne/er to orget memory. 9rom ancient temples to mosues to

churches some o the irst ones in $sia all can be itted into an eciting

holiday.

• ADVENTURE TOURS:

&/erything about )ndia is not old and ancient, there eist with the centuries old

monuments a young and /ibrant )ndia. +and gliding in the base mountains o

the +imalayas in +imachal "radesh, White #i/er #ating in the mighty ri/er

;anga where the rapids reach scales suiting the amateur to the proessional.

(ncharted siing in the +imalayas to gently slopes. %eep water di/ing in the

$ndaman )slands, )ndia can be a lot o ad/enture. :o 'ings ensures that

while it is ad/enture that the client buys, behind the scene is meticulous

planning to see to it that there is not Gmis-ad/entureH

• #OURMET TOURS:

%id anyone say all )ndian ood is curry. Then try the :o 'ings

gourmet tours. 9rom the ood o the warriors o the orth West "ro/ince to the

ood o the GnabobsH o 5ucnow. 9rom the ood o the sea aring ;oans to the

ood o the iCams o +yderabad. :o 'ings ha/e specialiCed to be the

G)ndian ;ourmet ToursH eperts. 5ittle wonder that when it comes to organiCing

special tours or the )nternational Wine 9ood *ociety or @eunes #estaurateur

%H &uropeHs 20th anni/ersary tour, the tour operator is :o 'ings.

• $ILDLIFE TOURS:

$t no other destination will your clients ha/e a choice o 4? ational

"ars *anctuaries that are there in )ndia. :o 'ings operates specialiCed

wildlie tours with leading )ndia naturalists as guest lectures. 9rom the #oyal

3engal Tiger, the $siatic 5ion, to the *iberian :rane, :o 'ings can custom

mae a wild lie tour depending on your clients area o interest.

• BEACH HOLIDAYS:

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&ither as a stand alone product or as an add-on to a tour, )ndian 3each

+olidays are ull o sunshine, sur and un, and the best part are /irgin beaches.

!iles and miles o the )ndian coastline oers uniue beaches, unspoiled

uncrowned.

• ISLAND TOURS:

%id anyone o your clients want the G#obinson :rusoeH eperience. *end

them to )ndia, all complete with their !an 9riday. $ choice o small to large

islands on the )ndian cean, the 3ay o 3engal or the $rabian *ea, )sland Tours

in )ndia is really an eperience.

•SPORTIN# TOURS:

)ndian oers some o the worldHs best gol courses, designed by amous

architects, gol holidays are at their best when they are in )ndia. Where else in

the world can your clients play gol with the majestic +imalayas as a bac-drop

or a gol course with ancient !ughal monuments with peacocsV ThatHs goling

in )ndia. n sporting e/ents, The +imalayan :ar #ally a early e/ent has

always attracted the motoring enthusiasts worlds o/er.

• RAIL TOURS

) &urope has the rient &press and the $ndalus &press, the ultimate

luury o romancing the rails with a steam locomoti/e is only in )ndia, The

"alace on WheelsP beitting its name, the "alace on Wheels is a super luury

train doing an etensi/e circuit in the desert ingdom o #ajasthan, old railway

carriages o the ormer !aharajas are now a/ailable or the tourist, complete

with a lounge, dinning room, bar, the sleeping compartment is spacious, and has

the old world touch o luury. :o 'ings can also design eclusi/e tours

around )ndia by train, many sectors ha/e steam locomoti/es, a ew parts o the

world where your clients can ha/e the eperience o steam traction.

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CO ! "IN#S ACHIEVEMENTS:

• :o 'ings is the only )ndian company to conorm to the &uropean

:ommunity standards. /er years o ser/icing :o 'ings own

international oices in 5ondon, (' the )ndian branch has de/eloped a

uality o ser/ice which will ensure that you do not ace any diiculties in

mentioning that your Gtour productH in )ndia strictly conorms to the stringent

&uropean :ommunity standards.

• :o 'ings is the only )ndian company to oer you 24 hours, 86< days a

year ser/ice. 9or we belie/e that you or your clients may reuire to contact

us at any time o the day or night. With international time dierences, and

the reuirement to cater to any emergency situation, just one call to our 24

hours ser/ice telephone number will ensure the job is done.

• :o 'ings is the only )ndian company which will allow you total

computer reser/ation ser/ice compatibility, we were the irst )ndian Tra/el

$gency to bring into )ndia the ;alileo :#*. 9or your groups as well as your

9)THs , ue-in on the :o 'ings :#* or error ree tra/el arrangements.

• :o 'ings is the only )ndian company which oers you a state o the art

electronic communication a ;&!*. 400 electronic mail system allows you

to dial up :o 'ings and transmit any o your computer iles. This is the

most cost eecti/e international communication.

• :o 'ings is the only )ndian company to ha/e a highly sophisticated

inbound tourism management computer sotware. This sotware permits :o

'ings to eiciently process your reuirement rom pre tour planning to

during tour :o 'ings, or eample, pro/ide you with cost eecti/e pre

tour planning or your ad-hoc groups and tailor made 9)T programmes, let

you now on a particular day the mo/ement o your clients. "ost completion

o your tour :o 'ings can pro/ide you with !)* reports on how each

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one o your tours ared in terms o hotel nights, domestic airline mileageHs

etc. all in order to mae your operation cost eecti/e and error ree.

• :o 'ings is the only )ndian company to oer you allocations with the

Taj ;roup and other hotel chains. *o net time you are ha/ing a problem

with a conirmation at #ambagh "alace, @aipur, 5ae "lace, (daipur, or the

9ort $guada 3each #esort, ;oa during :hristmas or ew =ear, Taj !ahal,

3ombay, Taj !ahal, ew %elhi, just call :o 'ings.

• :o 'ings is the only )ndian company which uses uality surace

transport. ur transport be it a car or a motor coach, has neat interiors,

highly trained dri/ers, with comprehensi/e insurance co/ers on unlimited

liability, all to ensure your clients get the best and most comortable tra/el

whether its an airport transer or an ecursion.

• :o 'ings is the only Gorward thiningH )ndian company, or we belie/e

that in order that you eep ahead in your business rom your competitors, we

will pro/ide you at our cost, a team o G"roduct %e/elopmentH proessionals,

who will on an on going basis ensure that your GproductH is way beyond your competitors. ew inno/ati/e tours, uniue selling propositions, and updated

product inormation. :o 'ings will pro/ide you with /ital inormation

no matter how insigniicant it may seem to be such as the closing down o a

hotels swimming pool or maintenance.

• *i )nbound Tourism locations in ey areas such as ew %elhi, 3ombay,

!adras, 3angalore, @aipur and ;oa. *upplemented by o/er 40 associated

oices all o/er )ndia. *o where/er your clients are in )ndia, there will always

be a proessionals riendly :o 'ings personnel to loo ater them.

COMPENSATION

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*alaries are paid to all employees on a monthly basis and transerred into

the employeesH ban account on or by 7th day o net month.

$rrangement is made by the company to open ban account or all the

employees with a speciied ban, where the company transers the salaries. n

recei/ing the pay slip an employee should chec to ensure that the amount paid

is correct. $ny discrepancies are to be reported to the personnel department.

C'5/*2' -'& * +*26 2+9:

3asic +#$ %>$ :on/eyance X Total

Where +#$ X +ouse rent $llowance

>%$ X >ariable %earness $llowance

C'5/*2' -'& 5//& H/ '- * /&*5* 2+9:

3asic +#$ :on/eyance against reimbursement X Total

While iing the pay o an employee the management taes into consideration 4

pointsD

1 (nion management

2 !inimum wages

8 :ompanyHs proit

4 !aret i.e., pay in the same industry

)ncrements in salaries will be gi/en to employees once in a year in $pril

as applicable at the sole discretion o the management. The increment i any arealways subject to continued satisactory wor, beha/ior and attendance o the

employee concerned. )n :o 'ings there is an incremental committee

consisting o the personal manager, general manager, and the concerned head o

the department who taes the inal decision or the increment. )ncrement

depends upon the perormance appraisal o the eecutingFmanagers.

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RETIREMENT AND RESI#NATION

RETIREMENT POLICY:

$n employee shall retire at the age o


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&ach permanent employee who has completed one ull year o continuous

ser/ice is entitled to 22 days pri/ilege lea/e. "ri/ilege lea/e can be accumulated

up to a maimum o 66 days. "ri/ilege lea/e can be a/ailed only twice in any

calendar year. $ny holidays occurring during the lea/e period is treated as part

o that earned lea/e. $pplication or pri/ilege lea/e should be submitted to the

department head atleast tow wees prior to going on such lea/e.

CASUAL LEAVE:

:asual lea/e o 12 days is gi/en in e/ery calendar. :asual lea/e is

untended or urgent business or unoreseen circumstances. ormally all

reuests or casual lea/es are applied or in ad/ance.

SIC"NESS LEAVES:

*icness lea/e o 12 days or e/ery calendar year is encashable or only those

employees not co/ered under &*) act.

MATERNITY LEAVES:

9emale employees are gi/en ?0 days lea/e as per maternity beneit act.

THE HRD POLICIES

• We /isualiCe creation o cohesi/e wor groups and will oster and reinorce

our team identity.

• We see to achie/e organiCational growth and de/elopment through our

people.

• We will maimiCe opportunities or the sel de/elopment and career growth

o our people.

• We are committed to enabling people to achie/e their pea potential.

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• We are always ready to assist our people in o/ercoming weanesses and

maimiCing their strengths.

• We belie/e that e/ery one o our people always wants to gi/e his best and we

will pro/ide the means to enable him to do so.

• We will acilitate participation o and contribution by each indi/idual.

• We will deine roles clearly, empower people to tae decisions and

calculated riss.

• :reation and sustenance o an inormal wor en/ironment will help people

to do there best and re-eecti/e.

THE HRD ROLE

CONTRIBUTIN# TO OR#ANIGATIONAL EFFECTIVENESS

THE MISSION STATEMENT:TO PLAY IN ACTIVE ROLE IN, AND

CONTRIBUTE EFFECTIVELY TO THE ACHIEVEMENT OR

OR#ANIGATIONAL OBJECTIVES.

THE MISSION OBJECTIVES:

• :reating and sustaining and organiCational design and culture, which as

geared to moti/ate people and teams to put in their best.

• :reating and sustaining a people riendly, and result sensiti/e en/ironment.

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• To acilitate indi/iduals and teams in their eorts to optimiCe sel and each

others capabilities and unction eecti/ely as harmonious parts o the

organiCation.

• To oster co-ordination, co-operation among teams as well as indi/iduals. To

inculcate a sense o concern and commitment to organiCational objecti/es.

• To see ulillment o the needs, aspirations, and objecti/es o indi/iduals,

teams and the organiCation.

• %esigning and implementing personnel policies and systems that are simple,

clear and eecti/e in human resource management and de/elopment.

THE HRD MISSION

INSTRUMENTS FOR ACHIEVIN# HRD #OALS

*ense o mission @ob design !oti/ate 3ase training

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!"#I$E %O&E IN #'E !"'IE$E(EN#

O) *O!&S

E))E"#I$E

"++%E

,E%SON!&

SS#E(S

,E%SON!&

,%!"#I"ES

#%!ININ* .

DE$E&O,(EN#


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#espect and trust +# planning Team wor :ore training

&ual treatment #euirement ;roup thin *upplementary

training

"articipati/e Nuality manpower pencommunication

"otentialassessment

)nno/ation "erormance

management

&mployee relations :areer

management

Wor en/ironment *uccession

planning

#ecognition @ob enrichment

Nuality #eward systems %iscipline *el

de/elopment

"roacti/e

leadership

)ndustrial relation +igh responsibility *el actualiCation

"ositi/e attitude Welare acti/ities #ole clarity ;rowth

opportunities

>alue dri/en :ommunication

system

@ob satisaction

:oncern

sensiti/ity

+# data base

:ustomer oriented

#esult oriented

:ompetiti/e

%e/elop

commitment

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HUMAN RESOURCE MANA#EMENT

PROCESS IN CO ! "IN#S

MANPO$ER PLANNIN# AND BUD#ETIN# IN CO ! "IN#S

PROCEDURE FOLLO$ED:

1 &/ery department in the company, beore the end o the year, re/iews the

adeuacy or otherwise the a/ailable manpower with reerence to the tass

and targets in ualitati/e and uantitati/e terms to the personal department.

2 3ased on the reuirements o additional manpower, plan or the inancial

year is prepared jointly by the planning and personal department o the

department or the di/ision as a whole, gi/ing speciic details or each post

other than casual post and justiication thereo. This manpower plan contains

detail o ependiture in/ol/ed, which orms as part o the o/erall manpower

budget o the di/ision.

8 $n annual budget is to be board o directors.

4 n appro/al by the board, these manpower plans will contribute sanction or creation o posts including pasts o trainees and orms the general basis o

recruitment during inancial years.

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OUTBOUND TOURISM

'ings began a ull-ledged in house tour operating acti/ity by designing its own

brochure product under eclusi/e arrangements with direct suppliers and local

agents across the globe. :o 'ings has been undertaing path-breaing

initiati/es to reach out to the tra/ellers through inno/ati/e products. These

includeD

O%uniya %ehoO +olidays to &urope, (*$, 9ar &ast, *outh $rica, !auritius,

$ustralia and ew Realand. 9or the U/alue or moneyU tra/eller

O9lei+olsO is a concept in holidaying where the tra/eller enjoys all the comorts

and con/enience o a planned holiday but at a pace price that is set by him.This is targeted at the more discerning 9ree )ndi/idual Tra/eller

• 5uury &scapes - )t taes a tra/el company that has been round or

two hundred years, to now e/erything about royal treatment. :o

'ings rolls out a whole new concept in +olidays - 5uury

&scapes. *poil yoursel. ;et pampered rotten. +oliday lie a ing.

@oin us as we un/eil country ater country laced with sinul

indulgence and ine li/ing.

• Outboun Touris!



success o/er the years. $mong its many products areD

Duniya Dekho

The company design and maret escorted tours to group tra/elers under one o

our lagship brand J%uniya %ehoL. These are ready made pacages where a

group o tra/elers is escorted by a tour manager. The customer chooses a

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speciic tour rom the array o choices oered to suit his budget and

preerences. These group tours co/er some o the worldOs most enchanting

places such as $ustralia, ew Realand, &urope, (.*.$., :anada, 9ar-&ast,

!iddle &ast, *outh $rica and !auritius. These are specially designed or the

S/alue tra/eler ‟.

J%uniya %ehoL recently launched a series o premium group holidays K

J5uury &scapadesL with tra/el destinations lie &urope, 5atin $merica,

!iddle &ast, 9ar &ast and $rica.

(*$ K 2011 $(*T#$5)$-

&WR&$5$%

&(#"& 9$# &$*T

&MT):

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FlexiHols

These are targeted at the more discerning 9ree )ndi/idual Tra/eler 9)T, where

e/ery holiday is customiCed as per the con/enience o the tra/eler. 9)T canmae its J9lei+olL tra/el plans by selecting its tra/el destination and holiday

option ranging rom romantic holidays, eotic cruises, amily /acations, etc.,

identiying tra/el interest i.e. eplorer, amily, romance or eplorer and

sharing his preerence o sightseeing, airline and hotels.

The destinations range rom &urope, $ustralia and ew Realand, (*$ and

:anada, 9ar &ast and *outh &ast $sia.

&(#"& 9$# &$*T

$(*- &W R&$5$% $9#):$

)*5$%* $!):$*

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Luxury "s#a$aes

This inno/ati/e niche caters to the crme de la crme and this concept in

holidaying un/eils one destination ater another, laced with sinul indulgencesand ine li/ing. ne can eperience the inest luury hotels and the most

eclusi/e entertainment a/enues o the world.

%&I Division

)ndians across the world ha/e always yearned to tra/el with a uality tour

operator that understands its di/erse needs be it culinary preerences or holiday

options. The #) di/ision caters to such tra/elers primarily rom the !iddle

&ast, &urope, (*$, $ustralia, *ri 5ana and +ong 'ong.

OBJECTIVES OF STUDY

The objecti/e o the study are as ollowsD

1 To now about the woring o co ings.

2 To study about the inbound outbound ser/ices.

8 To study how to encourage :ustomer to select :M $% ');*.

SCOPE OF STUDY

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encountered by :M $% ');* which is a business that deals solely with

• dierent clients *cope o study is to showcase all the supports, challenges

and opportunities

• To study the woring o each department o :M $% ');* and to

see the

problem aced by them and inally to throw light on areas o impro/ement

possible.

LIMITATION OF THE STUDY

• 9eedbacs o the some clients were not up to the mar.

• %ue to the pea season customers were busy to gi/e eedbacs or my

Nuestions.

• The study captures only !areting department. *o it is diicult to

collect the data rom all the department which is not possible in this

short time duration.

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d. !anpower costs in the )ndian hotel industry are one o the lowest in the

world. This pro/ides better margins or the industry.

$EA"NESS

a. 5ac o adeuate inrastructure. The airlines in )ndia, or eample, are

ineicient and do not pro/ide basic acilities at airports. The road

condition in )ndia is /ery bad.

b. . $ enophobic attitude among certain sections o people. c. o proper

mareting o )ndiaOs tourism abroad. 9oreigners still thin o )ndia as a

land o snae charmers. There are many places where the image o )ndia

is one o po/erty, superstition, and diseases. The case o "lague in *urat

in 1??4 led to a decrease o 86I in arri/al o oreign tourists in )ndia.

OPPORTUNITIES

a. !ore proacti/e role rom the go/ernment o )ndia in terms o raming

policies.

b. $llowing entry o more multinational companies into the country gi/ing us aglobal perspecti/e.

c. ;rowth o domestic tourism. The ad/antage here is that domestic tourism and

international tourism can be segregated easily owing to the dierence in the

period o holidays.

THREATS

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a. &conomic conditions and political turmoil in other countries aects tourism.

b. "olitical turbulence within )ndia in 'ashmir and ;ujarat has also reduced

tourist traic.

c. $ggressi/e strategies adopted by other countries lie $ustralia, *ingapore in

promoting tourism.

C' ! "2 C*'5& P'2*2'2 ! S5*/*2'

(sers o Tourism *er/ices

The users o tourism ser/ices can be categoriCed in a number o ways.

ne such way o classiying the users is by di/iding them into categoriessuch as ;eneral, *e, #egion, &ducation, etc.

1. General: %omestic, 9oreign

'ids, Teens, =ouths, *eniors

*tudents, &ecuti/es, $rtists

"oliticians, !o/ie stars

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2. Sex: !en, Women

8. Region: #ural, (rban

4. EducationD 5iterate, )lliterate


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using decisions. (sers ha/e /alues, perceptions, preerences and

epectations which are the result o en/ironmental inluences. There are a

number o actors that inluence the beha/ioral proile o consumers.

*egmentation

Though there are a number o bases or

segmentation o tourists, one o the most

important is 5iestyle. Tra/eling decisions

are antastically inluenced by changing

liestyles. They are also aected by other

actors such as le/el o income, a/ailabilityo leisure time, etc. 3$*& 9

*&;!&T$T)

:$T&;#)

&*

+oliday !ass maret

"opular

maret

)ndi/idual

maret

%emand "rimary

*econdary

pportunity

:lassiication *er/ices in )nbound *er/ices

T+& 3$*)* 9 T+& &% (*

The end user or Tourism *er/ices is always the !ONSU"ER, and thereore on

the basis o the end user, Tourism *er/ices all under the category o

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G!onsu#ers$ . +owe/er these consumers may /ary, which is why Tourism

*er/ices also dier.

*>):& "#%(:T :T)((!

$s per the "roduct-*er/ice :ontinuum, Tourism *er/ices all under thecategory o %Goods & Serices'( The core product is the destination, which is

purely intangible. +owe/er, tourism is lined to a number o tangible goods

such as sou/enirs, cuisine, etc which constitute an important part o any

/acation or holiday any consumer might tae. Thereore it cannot be classiied

as only ser/ices, and alls under the category o %Goods & Serices'(

"&"5& 3$*&% *>):&*

Tourism *er/ices are )ig) contact ser/ices, as people interact with people at

/irtually &>= stage o the way. Tourism ser/ices are /ery people-oriented

ser/ices, and the ser/ice people are plenty and ha/e high contact with the

consumers. The consumer interacts with a myriad o ser/ice people starting

rom when he boos his ticet and throughout the course o his holiday.

&M"T)*&

Tourism *er/ices are mostly professional ser/ices. The ser/ice people include

tra/el agents, tour operators, hoteliers, caterers, tour guides, etc. $lmost all o

these people are trained and are proessionals. They might be trained by

proessional institutes )$T$, ))T!, etc. or by the agencyFcompany they are

woring or :M ');Hs.

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#)&T$T) TW$#%* "#9)T

!aret "resence o :o 'ingHs

:o and 'ingsH registered oice is situated in !umbai, )ndia with 2


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:')5Hs subsidiary, Nuoprro ;lobal *er/ices "/t. 5td., acuired in 200A accepts

and processes /isa applications rom oreign nationals applying or )ndian /isas

in ;reece and *ingapore.

#ecently, they got urther appro/als rom the diplomatic mission o )ndia in

+ong 'ong.

)n 200?, :')5 acuired the &ast )ndia Tra/el :ompany in orth $merica, one

o the top three source marets or the )ndian subcontinent

9urther, they ha/e presence in o/erseas marets through a networ o ;*$s and

"*$s co/ering other countries enhancing our global presence.

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R/&+ M*''9'<

#esearch %esignD-

:onceptual structure with research must be conducted. The preparation o such

design acilitates research to be as eicient as possible and yields maimuminormation.

#esearch bjecti/esD-

.

1 To now dierent customer retention, customer acuiring and customer

relationship building processes.

2 To nown the satisactory le/el o the customers.

8 To now the inluence o ser/ices pro/ided by :M $% ');* on itHs

business.

4 To identiy actors, aecting customer satisaction.

< To suggest some techniues to impro/e customer satisaction.

)n this study, no analysis o data is made as the data a/ailable are already

analyCed one and are present in the graphical manner in published reports. *o

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no statistical tools are used in this study. 3ut eplanatory research has been

made where data are interpreted to get some indings.

S'&+ '- D/*/:%

The tas o collecting data begins oer a research problem has been deined and plan in chaled out. This study pertains to collection o data rom secondary

S+'/&< /*/:

This reers to inormation that has been collected earlier by someone else oten

including printed or published reports, news items and company in/oices. )t

also includes internal documents lie in/oices, sales report, and payment history

o customers and dispatch record.

)normation #euiredD-

1 The ser/ices pro/ide by ranchise store o :M $% ');* ranchise

department.

2 9acilities pro/ided to the :ustomer o :M $% ');*.

8 )nluence o positi/e reerrals on the customer growth and sales made

through new customers added.

4 $d/antage o implementation o ice %es %ata.

#&$*&$#:+ "5$D-

%ata source D - *econdary

#esearch instruments D - )nter/iews

:ontact method D - %irect F person.FTelephoneFe-mail

DATA ANA ALYSIS AND IN NTERPR RETATION

Cox & king Page


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Table 1-%uration n o custom

mers 1-6 month hs

8<

6-12 mon nths 4<

12-1A mo nths 1<

1A-24 mo nths <

Table 2-)nluencing 9actors or :lients 9riends

1<

9ollow ups <

e-mails 10

:o a and ings webs site 70

Cox & king Page


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Table 8-#easons or preerring

:o and 'ings :ustomer

relation

7<

$ttracti/e pacages 10

*er/ice 10

"ricing <

Table 4-%emand or ser/ice es

$lways

?0

*ometime es 10

Cox & king Page


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Table


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FINDIN#S

1. 6


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2. 8


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cox n king

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