2/5/2009

Food Safety & Quality Initiatives

2/5/2009

Outline
Background Quality Control System Business Activities IRCTC hi historical t i l perspective ti IRCTC Network Financials Hospitalities Service Food Safety & Quality Initiatives

4th National Quality Conclave Quality for Empowering the Billion

PREM NARAYAN

Group General Manager (P&Q)

Our belief on Quality

Quality is never an accident. It is always the result of high intention, sincere effort, intelligent direction and skillful execution. It represents p the wise choice of many alternatives

IRCTC : Historical Perspective

Incorporated on 27 September 1999. Schedule B Mini Ratna company. IRCTC started full fledged operations with effect from 1st August 2001. Profit making and Dividend paying company, since first year of operation.

-Willa A. Foster If you dont measure it, You cant improve it

Business Activity
Hospitality Services Travel & Tourism Internet Ticketing Rail Neer - Packaged Drinking Water Call Center 139 Services

Challenges
To serve food to 2.5 Mn passengers daily No Rate revision since 2003 Upgradation of pantry cars U Upgradation d ti of fb base kit kitchen h i infrastructure f t t Maintenance of Pantry Car Equipments Trained Man Power - Food Production & Service Catering Services during late running of trains

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Financial Position

Quality Control System

Six Zonal Offices and 10 Regional Offices.
(Rs. in crores)

-293.36 - 159.40 - 11.02 - 9.72 - 43.3 - 0.25

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 1800-111-139 Complaints Management System

Total Earning : 517 Crs.

Hospitality Services
Mobile Catering (At a Glance)

Hospitality Services
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 Milk Stall 249 Food supplies in these trains made through 62 Base Kitchens
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 1st 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 Caf at MEA, South Block Food F d Court C t at t IIT IIT, N New D Delhi lhi Cafe at SGPGI, LKO Soon launching at IIPA, New Delhi Forthcoming projects IGNCA,
CRIS & Ministry of Health.

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Modular Catering Stalls

Product display counters, display refrigerators etc. Only reheating electronic gadgets. through

Hospitality Service
Through PPP model More than 70 locations; 37 sites awarded. Ultra modern kitchens with modern d equipment. i t Production of multi-cuisine items. Supply to static and mobile units. Additional facility for eating. Modernisation of 23 IRCTC run Mega/ Mini Base Kitchens,

To provide passengers more variety of hygienic food. food Fitted with curved glass display refrigerator, bottle cooler, bainmarie, hot and cold AVMs etc. Integrated Dust bins provided. Surroundings Cleaner, hygienic, less space.

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 - 197

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.

2/5/2009

www.irctc.com

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 2007-08 - 262 trains, 18 Base Kitchens & 11 Food Plazas. Year 2008-09 - 163 trains, 48 Base Kitchens & 9 Food Plazas Food Audit ratings above 70% - 4 base kitchens, 2 Trains & 2 FPs

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Customer Satisfaction Survey

(IMRB)

ISO 22000 : 2005 Certifications

(RITES)
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. 2013-14 ASR Shatabdi, 2005-06 KLK Shatabdi & 2029-30 ASR Swarna Shatabdi would be covered under ISO certification by end of this financial year.

Aspects covered in survey

Compartment related aspects Bed roll related aspects Food & refreshment related aspects Staff Behavior related aspects

Year 2007-08 Out of 115 trains surveyed, 35 trains got ratings of 70%. Year 2008-09 Out of 65 trains surveyed, 16 trains got ratings of 70%. 11 trains shown improvement out of 20 trains repeated during 2008-09.

ISO Certification of Catering Units

Monitoring through QCPs

94 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 y 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.
2/5/2009 www.irctc.com

Legands
Status Upto 2007-08 2008-09 Sub Total Certification targetted by 31-03-2009 Grand Total Base Kitchen 24 13 37

Licensee Food Plaza 8 10 18 Train 2 2 4

Departmental BK/Trains 0 3 3

Total

34 28
62

12 49

4 22

3 7

3 6

23
85

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

2/5/2009 www.irctc.com

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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. Major national raw material suppliers for food production are also short listed.

Supply of Branded Products

All approved branded items

Branded Species

Approved branded items

2/5/2009 www.irctc.com

Varieties available for IST AC/EC

Hamper System of Grocery supply

Food Safety & Quality Aspects

On the lines of Vendor Managed Inventory concept Cost Cutting Branded Quality Products Supply S l th through h reputed t d National Retail Chain Implemented at BK/RJPB & BK/NDLS Hampers are delivered one day in advance of actual cooking
2/5/2009 www.irctc.com

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. 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.

www.irctc.com

Our Association with MFPI & QCI on Food Quality & Safety concerns Participation in National Seminar organized jointly by MFPI & QCI on 11th June 2008 Presentation made on Food Safety & Quality initiatives taken in IRCTC in the seminar arranged by MFPI on 17-11-2008

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) Telephonic T l h i complaints l i t redressal d l through th h our Control C t l Offices Offi 24 x 7 Redressal of complaints through Toll Free no. 1800-111-139 Now, details on Rate and Quantity of standard menu also available on e-ticket. Standard Menu is also available on www.irctc.com & www.irctc.co.in Introduction of handheld billing/complaint device

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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 l i t redressal. d l Direct entry of complaint on CMS. Presently, Toll Free service is under testing.
Any catering related Complaint/Suggestion?

JUST DIAL 1800-111-139

(Toll free - 24 x 7)
180 011 113 9

New Toll Free service started for swift hearing and redressal of passenger complaint/suggestion

Indian Railway Catering and Tourism Corporation

9th Floor, Bank of Baroda Building 16, Parliament Street New Delhi-110001 Visit us at www.irctc.com

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. 27.9 lakhs imposed Contracts terminated for 5 trains