Service Marking case studies

7/28/2019 Service Marking case studies

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‘Chandna, Chandna’, he shouted again bit furiously, his frustration was

aggravated by the whole night journey which Prof. Shashi has traveled with the group,

way back from Kanpur. Train was 5 hours late. It was then yet at the hold again thatchaos was not coming to abet. Hotel where they had arrived was done by their travel

agent, ‘Edutrotters’ which was 20 Kms. away from station.

Here students were being allotted with rooms with arrangement going complicated

because few being of different sizes then what ‘Edutrotters’ had told them. Hotel

however was three star, the façade speaking well about the services to come. The studentgroup which had 115 students was tired and was eagerly waiting for their turn to come.

Hotel Managers were helping Prof. Dikshit in the allotment and distribution of room.

Students were bit surprised when they received a card instead of a key. This card was

white one with hotel room printed on the other side.

In fact card has some type of sensor, which was needed to be surfed on the scanner on the

door of each room. On surfing it on the scanner, door lock would open giving way to

guest in the room. So there was no key needed in opening and closing up of door.(Students were cautioned the way it has to be used.) After 45 minutes of Prof. Dikshit’s

efforts all students were able to settle down in their room. All along the corridor studentswere experimenting on how to use the card. It literally had become the play and

everybody was very excited about this device. They were told whenever they come out

the card should be with them. Many students had to face the brunt of this newtechnology when they came out with the door locking them behind, while the card was

inside. Hotel however was prudent enough to save all these innocent lot; through a

master key which they had for house-keeping purposes.

Edutotters a travel agent operating in the niche of tour & travel agent segment. Among

the cluttered environment of travel agent they had focused themselves organizing toursfor educational institutes, their latest foray being into organizing international educationaltour to Singapore and Malaysia. They were bout to get the order for international tour to

London after two months in February from GHS-IMR itself. Company was three years

old, done around 50 tours for 27 different educational institutes. Last year they hadcarried out the tour for GHS-IMR once again had awarded them with yet another order –

tour to Pune and Goa.

Edutrotters had a very small organizational set-up with two marketing executives, onelooking after north and other down south from Madhya Pradesh. It had six operations

people mostly young in their graduation with maximum being of 30 years. Once the

order comes from marketing the operation’s guy then had to plan and execute at theground level which involved – booking of hotels, transfers and visit to companies.

Operations people did not know as they had to face the nightmare in executing the project. It arose from the train being late due to which breakfast and lunch. This was

coupled by location of the hotel. To get the hotel at the bargaining price, travel agent had

booked the hotel 20 Kms. away from the city. Their first day visit to Volkswagen was

curtailed by the factory being 30 Kms. away and the inexperience of Bhavika the young

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tour not knowing the way to the factory. Second day in the morning session student were

able to see a factory and when they finished at 2.00, they had to rush back to the hotel for

Lunch. Edutrotters had bargained for Lodging, Breakfast and Lunches at the hotel.

Once student had finished up with Lunch they were taken to market for shopping but

their also they had to rush – back to hotel for the dinner at 7.00 p.m. Second day dinner raised the voice from students and faculty about the quality of Lunch and the menu.

Edutrotters asked the hotel management to work on better menu. But third day also they

did not found the food to be good. They told actually whatever the dish was; it tastedsame as if boiled ingredients have been put in same curry. They said, ‘It tasted bland’.

Students for whom educational tour is not only the way of practical exposure but also to

enjoy and to take back these memories for their lifetime.

On fourth day the team had to check-out from the Hotel to Mumbai. They were asked by

Prof. Gupta the tour coordinator to be in the bus to make it to leave at 9.00 a.m. sharp.

By 9.00 a.m. all students were seated in the bus and faculty was about to board when

Purab the Edutrotter tour executive came to the faculty that one of the sensor based cardwas broken and the hotel manager was asking for Rs.500 for the card. Faculty on

nsmitting smilknowing this went to reception to see which room no. it belonged. Therethey saw that card was of room no.113 and that it was just slightly broken at the corner.

Faculty reasoned out that if the sensor at the center is alright, what is the problem? Purab

told that Hotel people are not agreeing, they say, Rs.500 should be given. ‘On hearingthis faculty told them that it is you, who says that the card has been broken by our

student’s mistake and it was already broken when it was given.’ To confirm this Prof.

Dikshit was called in who was there in the bus. Prof. Dikshit knowing the incident told

that he does not remember whether it was already broken when he distributed the cards.As everything happened in such a rush that to remember the condition of the card is not

possible. Faculty on finding the hotel person to be adamant and due to the continuous

insistence of Purab decided to pay Rs.500. To solve this whole imbroglio it took straightaway one hour as they could not have further delay the journey.

Each breakfast and lunch where falling short of what faculty had experienced at their stayin Jaipur hotel last year. According to them menu was so diverse and rich that had gone

beyond their expectation. There was not two but three to four curry preparation.

Desserts were always more than two. There were cornflakes, tea, coffee, juice in all the

breakfasts. This culinary delight has been heightened by the happening of marriage, thusmaking the whole environment very festival. Experiencing all this, Prof. Gupta had not

asked for detailed menu for different days of the tip.

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Professors innova passed by swiftly under the purring sound of two buses

Now it was time for pune- lonavala- mumbai highway to witness students excitement

which they show casted by playing antakshari there by transmitting smile to everyone passed by bus. Driver seemed to dipped in the essence of students melody as the

consequences he was disturbed by the traffic police thrice for entering the ‘no entry area’

which made him pay ‘chalaan(invoice)’ a heavy sum of money as a penalty to Indianroadways government.

Alas, it worked as the laughter capsule for students enabling telecom company to

deduct more money from their current balance account as students became moreinterested in sharing experience with their family members .

Tunnel after tunnel made the journey more exciting, nocturnal animal seemed to be

amazed as they were awaked by the howling sound of students inside the tunnel , too

many faces peeped out of bus window in wanting of mountain ranges breeze to blushthere in faces. After having lunch at lonavala, bus was ready to leave for Mumbai

delightful scenery passed by road, leaving traces of memory. Suddenly blast occurred

everyone looked mysteriously towards the bus

“chacha repeatedly cried thrice bus got puncher everyone come down fast” by banging on the bus hardly as if he was taking out his frustration on bus ,students too got

annoyed as they were desperate to see hotel Taj ultimately they were able to reach thereat dawn near about one and a half hour late that was at 6 by this time section A students

had completed their shopping and captured the moments of parade from Taj to gate way

of India along with professors. Poor Section B students only heard the ending flute songof the parade, suddenly commanding voice came to them “students have to assemble near

the bus sharp at 6:30” twisted students minds were to go now they seemed to have

puzzled expression on their faces planning among themselves were to go ,soon they

dispersed and were able to gathered near the bus at expected time to leave for fashionstreet to shop after shopping ,hands full of carry bag all of us marched towards

Chattrapati shiva Ji terminal at Mumbai to leave for Goa.

Next morning we were at goaaaaaaaa soon the enthusiasm melted down below themercury level an opposite reaction to the hot itching temperature of goa most of the

faces were covered by shades and wet clothes narrow roads inside roads puzzled us for

2 hours to reach hotel leaving behind poor section B students 10 Kms away as their new bus with new driver got over heated made them reach hotel an hour late by then before

entering the hotel too many voices came and strike their ears at a time..

“Did u ultimately got the room”?

“What’s your room no”?“How many members are there in your room”?

“Is your room also small”? etc…..

All this was due to the mismanagement of hotel authority and their dormant staff but thehotel management has received heights of excellence in food management as the food

was provided on the first come first serve basis and there was no scope for the late

comers to satisfy their hunger,they cooked limited food as if they were able to forecastthe number of late comers (late only by 10 minutes) .Actually one board was missing

near the cafeteria encrypted on it “no sympathy for late comers irrespective of any

biasness and we deeply regret for any inconvenience” conditions apply…….

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After been greeted warmly, it took 2 hours for most of us to keep our luggage on to our

rooms due to mismanagement of hotel authority panic seemed to be like an

“contemporary share market” where everyone was eagerly looking after their rooms .Thehotel authority provided 24 rooms out of 28 situation worked as the” fuel to the fire” the

perfect students list seemed to be ruined in front of the eyes of professors on complaining

they answered they have only 24 rooms vacant and 1 room is allotted to the edutottersOn creating pressure anyhow 1 villa was vacant to adjust some 6to7 students and on

average five students adjusted in one rooms overall the blame was bounced back to us as

according to them perfect students list was not provided to them but on showing themthe perfect list of students room allotment by the college professors the quarrel was

extinguished at last hotel authority confessed for the mismanagement as it was their first

experience to handle too many people at a time for which they were deeply regretted for

the inconvenience unaware of the fact that they will repeat their words for the lack of food also .

It was hardly anytime we have spend time in the hotel soon another bad news came

evaporating ,some of our students have broken their room window, at last on

investigating judgment came on our part giving back us satisfaction. In the eveningstudents were taken to the local sightseeing at the Dona Paula beach followed by a

marvelous trip to cruise various dance forms of goan culture were presented before us ,asthe ship started moving in the water bed the view of other ship around gradually faded

away, students enthusiastically synchronized their body movement with the DJ beat

which continued till the ship arrived near the bank to offload us. But the hunger of students was left ruined there were only 60 plates by the time they were send to wash

noise of spoon striking the empty tray strikes signifying alarming stage of finished food

and the reason served before us was “as the hotel is quite far away from the main city it

was difficult for them to provide satisfactory dosage of the food” a quite illusionaryreason to digest .

Next morning student were punctual in getting ready, they got themselves perfectly

mesmerized into goan culture with their glares and hat ready enhance their look. With inhour we were near sea beach before our first footprint left any mark in the golden sand

tour coordinator announced the rule to wear live jacket before entering the beach

bringing hard time for the professors to call notorious students who escaped smartly near the sea shore. Anyhow students lined up and within few second they were dresses ready

with their buoyant colorful jacket. Resource person employed seemed to be fingersmith

who have excellent control over their fingers took only few second to line up students in

the another lot wearing their live jacket .Remarkably they were able to identify the isolated students of our college without

having any code numbers written on jacket that could make them distinguished from

other tourist. The students were divided into slots and left under the supervision of thewater sports guide parasailing was the first sport within no time students started talking to

the clouds in the sky. Amongst all water spots banana ride was supposed to be most

difficult as it suddenly get inverted upside down in high wave of the midst oceansubmerging student deep down made them drink liters of salty water. So, Banana worked

as the heavy dose to some girls thereby adding vometing taste to the sea. Other water

sports were running parallel and within 2 hours they were able to complete their job

expertly for them it was simply a snap deal to handle such strength.

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All the students were wet with tones of mud drenched inside their dresses made bus

driver arrive at conclusion not to permit us to enter the bus till each and every one is fullydried so, for more than half an hour all of was made to stand out for sunbathing students

cleverly utilized it for shopping at nearby market.

Boy’s zeal seemed to be never ending they dived into hotel swimming poolwhich was made clean last night after pressure was mounted on to the hotel authority by

professors, made an end to conspiracy of hotel authority that was to clean the pool at the

last day thereby disabling us from using swimming.

Last day morning was followed by last trip to the fort which we had only seen on screenafter the wonderfully experience we headed towards our goa hotel to pack our luggage

and leave to madgoan station from where we boarded our train to Mumbai station early in

the morning all of us were stunned to hear that our train is late by twelve hours. it was

hard time for professors to manage all the student as they were super excited to go for outing and shopping near about 12 o clock teachers arrived at the conclusion to permit

students after noting down all the information about them with the strict norm that all thestudents have to assemble at the station by five o’ clock else a heavy fine of Rs 1000 will

be imposed on them in spite of knowing this some students came late thereby giving

chance to the peons to be harsh on their part and ultimately paid Rs 1000 .Finally at 12:30 train landed on the platform horning amusingly ,everyone rushed

towards the train without letting it stop as if there is some treasure left in it all of us

patiently waited till the train stop and occupied our reserved births to departure for our

last destination Kanpur.

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Service Marking case studies