kesri tours and travels

1. Product Quality Management
In Tourism Industry
KESRI TOURS AND TRAVELS
DAKSH BAPNA
ROLL NO – 2
SYBMS – A

3. Quality and Quality Management
▪ The quality of a product or service is its ability
to satisfy the needs of the consumer
▪ Quality management covers all the activities
undertaken to satisfy the needs of the
consumer.

4. Quality in tourism ....
. . . the result of a process which implies the satisfaction
of all the legitimate product and service needs,
requirements and expectations of the consumer,
at an acceptable price, in conformity with the underlying
quality determinants such as safety and security,
hygiene, accessibility, transparency, authenticity and
harmony of the tourism activity concerned with its
human and natural environment.

5. Quality and visitor experience
Attractions
Accommodation
Food
Environment
Visitor experience
Satisfaction and loyalty
Local people
Other

6. Management of tourism service chain
Before
 
On the spot
    
Informa-
Local
tion/ Reser- Journey
vation
informa- Food
tion
 

Accom-Transmodation port
Activities
   

= Critical incidents
After
 
Entertainment
Journey
home
 

Post-vacation goodwill
acivities


7. Demmings 14 Principle
▪ Constancy of purpose – customer value. KESRI TOURS & TRAVELS
Create constancy of purpose toward improvement of product and
service, with the aim to become competitive and to stay in business,
and to provide jobs.
▪ Drive out fear - bring in trust so that everyone may work effectively
for the company. KESRI TOURS & TRAVEL Sis best example for it as it
keeps its employees bonded with their happiness
▪ Improve Constantly and forever the system of production and
service, to improve quality

8. KESARI
TOURS
Strawberi : A division of Kesari, caters to the needs of the individual traveller.
These are customized or tailor-made holiday packages created for you, 'As you like
it', to destinations worldwide.
Kesari MICE: A division of Kesari caters to the corporate travel needs of
companies mainly for Meetings, Incentives, Conferences and Exhibitions.
Happy Hours: This division of Kesari, created with the idea of giving an
opportunity to every Indian, with a budget constraint but a passion to
travel, within India and around the world. These cost-saver tours are
becoming very popular since the past few years.