2/5/2009. Food Safety & Quality Initiatives. Our belief on Quality. IRCTC : Historical Perspective. Challenges. Business Activity.
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1 Food Safety & Quality Initiatives Outline 4 th National Quality Conclave Quality for Empowering the Billion PREM NARAYAN Group General Manager (P&Q) Background Quality Control System Business Activities IRCTC historical i perspective IRCTC Network Financials Hospitalities Service Food Safety & Quality Initiatives Our belief on Quality IRCTC : Historical Perspective Quality is never an accident. It is always the result of high intention, sincere effort, intelligent direction and skillful execution. It represents the wise choice of many alternatives -Willa A. Foster If you don t measure it, You can t improve it Incorporated on 27 September Schedule B Mini Ratna company. IRCTC started full fledged operations with effect from 1st August Profit making and Dividend paying company, since first year of operation. Business Activity Challenges Hospitality Services Travel & Tourism Internet Ticketing Rail Neer - Packaged Drinking Water Call Center 139 Services To serve food to 2.5 Mn passengers daily No Rate revision since 2003 Upgradation of pantry cars U d ti f b kit h i f t t Upgradation of base kitchen infrastructure Maintenance of Pantry Car Equipments Trained Man Power - Food Production & Service Catering Services during late running of trains 1
2 Financial Position Quality Control System (Rs. in crores) Six Zonal Offices and 10 Regional Offices. Five Zonal Controls & Central Control at New Delhi are fully equipped with broadband connectivity with 24 x 7 operation Induction of Quality Control Professionals to conduct Food Safety & Quality inspections Toll Free Number Total Earning : 517 Crs. Complaints Management System Hospitality Services Hospitality Services Mobile Catering (At a Glance) Static Catering All Static units at A, B & C Category of Stations Food Plazas/Fast Food Units 53 Automated Vending Machine 677 Stalls 2950 Trolleys & Khomchas 3291 Book Stalls 698 Food supplies in these trains made through 62 Base Kitchens Milk Stall 249 Milk Stall are awarded to members of NCDFI and/ or developed under aegis of Operation Flood Programme. Hospitality Services New Initiatives in Catering Five course meal service in 1 st AC/EC in Rajdhanis/Shatabdis. Cyclic menu for Rajdhani/Shatabdi trains Cooking free Pantry cars /Platforms Setting up of Quick Service Food Kiosks Vendor Managed Inventory concept - implementation of Hamper System of grocery supply to BKs Outdoor Catering Catering in Non-Railway Premises Extending the IRCTC brand Operating Café at MEA, South Block F d C t t IIT N D lhi Food Court at IIT, New Delhi Cafe at SGPGI, LKO Soon launching at IIPA, New Delhi Forthcoming projects IGNCA, CRIS & Ministry of Health. 2
3 Modular Catering Stalls Hospitality Service Product display counters, display refrigerators etc. Only reheating through electronic gadgets. To provide passengers more variety of hygienic food. Fitted with curved glass display refrigerator, bottle cooler, bainmarie, hot and cold AVM s etc. Integrated Dust bins provided. Surroundings Cleaner, hygienic, less space. Through PPP model More than 70 locations; 37 sites awarded. Ultra modern kitchens with modern equipment. Production of multi-cuisine items. Supply to static and mobile units. Additional facility for eating. Modernisation of 23 IRCTC run Mega/ Mini Base Kitchens, Projects under modernization Departmental Base Kitchens at New Delhi, Kolkata & Chennai. Static Catering Stalls Pantry Cars to support Cold Chain syste Refreshment Rooms and Mini Base Kitchens Rail Neer - PDW Two plants at Nangloi & Danapur. Producing 33.2 million bottles p.a. Rail Neer conforms to European Economic Community Norms. Capacity Expansion of both the plants is under way. Another two plants proposed at Palur (Chennai) and Ambernath (Mumbai) Possibility of setting up of new Rail Neer plants at 16 locations on PPP basis across IRCTC network. Food Safety & Quality Agencies Engaged M/s TUV SUD South Asia for Food Audit M/s IMRB International for Customer Satisfaction Survey M/s RITES for ISO Certification of departmental catering units Food Audit of catering units Food audits conducted on trains, base kitchens & food plazas Major parameters covered Personal hygiene Cleaning & Sanitisation Storage, Food safety Personnel/Practices Regulatory, statutory & Safety regulation Presentation of food. Infrastructure facility Pest Control Year trains, 18 Base Kitchens & 11 Food Plazas. Year trains, 48 Base Kitchens & 9 Food Plazas Food Audit ratings above 70% - 4 base kitchens, 2 Trains & 2 FPs 3
4 Customer Satisfaction Survey (IMRB) ISO : 2005 Certifications (RITES) Aspects covered in survey Compartment related aspects Bed roll related aspects Food & refreshment related aspects Staff Behavior related aspects Year Out of 115 trains surveyed, 35 trains got ratings of 70%. Year Out of 65 trains surveyed, 16 trains got ratings of 70%. 11 trains shown improvement out of 20 trains repeated during Aims at ensuring & achieving quality standards in catering services. Trains, Base Kitchens & Food Plazas targeted. Three Departmental Base Kitchens at HWH, BCT & NDLS covered under ISO 22000:2005 Certification. Licensees - 28 units covered under ISO certification. Three Shatabdis viz ASR Shatabdi, KLK Shatabdi & ASR Swarna Shatabdi would be covered under ISO certification by end of this financial year. ISO Certification of Catering Units Monitoring through QCPs Legands Licensee Departmental Total Base Status Kitchen Food Plaza Train BK/Trains Upto Sub Total Certification targetted by Grand Total QCPs spread over IRCTC network for monitoring quality of catering services. They carry out inspections in trains, base kitchens & food plazas. Directly interact with service provider in case of deficiency noticed. To report shortcomings to the Zonal/Central Control. To interact with the licensee in case of repeated deficiency in catering services. To interact with passengers specially complainants. To project a positive image of IRCTC. Monitoring through QCPs... Veg. and non veg. articles stacked separately in Deep Freezer STAINLESS STEEL UTENSILS IN USE SNACKS TRAY FOR FIRST A/C TRAY SET UP FOR FIRST AC SET UP FOR WELCOMING PASSENGERS 4
5 Supply of Branded Products Supply of Branded Products National & reputed branded suppliers short listed for major packaged food items. Rate Contract awarded to short listed branded players for packaged items. All approved branded items Branded Species Major national raw material suppliers for food production are also short listed. Approved branded items Varieties available for I ST AC/EC Hamper System of Grocery supply On the lines of Vendor Managed Inventory concept Cost Cutting Branded Quality Products Supply through h reputed National Retail Chain Implemented at BK/RJPB & BK/NDLS Hampers are delivered one day in advance of actual cooking Food Safety & Quality Aspects Personal hygiene of staff Protective clothing Safe drinking water Safe serving, hand wash before & after handling food Purchasing certified products like BIS, Agmark certification etc. Microbiological safety of serviced foods. Food testing & analysis. Hygienic maintenance of base kitchens. Pest control in static/mobile catering units. Use of dustbins with proper garbage bag & lid. Safe & hygienic packaging of food items. Following safe & hygienic transportation of food items. Our Association with MFPI & QCI on Food Quality & Safety concerns Participation in National Seminar organized jointly by MFPI & QCI on 11 th June 2008 Presentation made on Food Safety & Quality initiatives taken in IRCTC in the seminar arranged by MFPI on Redressal of Complaints Spreading awareness on rate & quantity of standard meal through colored Menu Stickers pasted in coaches of Mail/Express trains A drive being launched on pasting of menu stickers in Mail/Express trains over IRCTC network. Web enabled Complaints Management System (CMS) T l h i l i t d l th h C t l Offi 24 7 Telephonic complaints redressal through our Control Offices 24 x 7 Redressal of complaints through Toll Free no Now, details on Rate and Quantity of standard menu also available on e-ticket. Standard Menu is also available on & Introduction of handheld billing/complaint device 5
6 Pasting of Standard Menu Sticker Toll Free Service Toll Free Calls to land in Zonal Controls. Each Zonal Control has two dedicated landline nos. & staff for complaint redressal. Direct entry of complaint on CMS. Presently, Toll Free service is under testing. Any catering related Complaint/Suggestion? JUST DIAL (Toll free - 24 x 7) New Toll Free service started for swift hearing and redressal of passenger complaint/suggestion Indian Railway Catering and Tourism Corporation 9 th Floor, Bank of Baroda Building 16, Parliament Street New Delhi Visit us at Our Vision: Quality, Service, Cleanliness and Value Food Quantity & Overcharging Fine Imposition Over charging Rs. 20,000/- Supply of Water pouches Rs. 20,000/- If Rail Neer not available in mandatory trains, Rs. 20,000/- Fine of Rs lakhs imposed Contracts terminated for 5 trains 6
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