Chapter – 1

PROFILE OF DELHI TOURISM AND TRANSPORTATION

DEVELOPMENT CORPORATION

1.1 Brief Narrative about DTTDC

Delhi Tourism and Transportation Development Corporation (DTTDC) came in to its

existence on 12th December, 1975 under the aegis of Government of NCT of Delhi

with an object of developing tourism and carrying out other tourism related activities

within the ambit of its Memorandum of Association. Ever since its inception DTTDC

has undertaken multifarious activities like setting of outdoor catering service,

production of tourist literature, Dissemination of Tourism information, operation of

tourism and travel counters, providing of tour and transport services, adventure sports

activities, development of lakes and camping sites, construction of bridges, flyover,

underpasses, retail trading of liquor, organizing regular fair and festival. The paid- up

capital of the Corporation is Rs.6.28 crore consisting of 6,28,251 shares of Rs.100 each.

The Corporation has achieved a gross turnover of Rs.1301 crore and Rs.1298/-crore

during Financial Year 2013-14 & 2012-13 respectively.

1.2 Objectives of study

(a) Work & gain knowledge of real business environment & corporate culture.

(b) Analyse application of management concepts in real business situations-degree

to which applied/not applied.

(c) Understand a business entity from management perspective in different

functional areas.

(d) Develop skills in technical report writing through data collection, data analysis,

data presentation and draw lessons cogently vis-à-vis a given firm or company.

1
1.3 Sources of Data

(I) Primary Sources

Collection of Primary Data during the course of the study or research can be through

observations or through direct communication with respondents on one form or

another or through personal interviews. These include the survey or questionnaire

method; the questionnaire was conducted on the DTTDC employees with whom we

interacted during the course of our internship.

(II) Secondary Sources

Secondary data means data that is already available i.e., they refer to data, which

has already been collected and analysed by someone else. When a secondary data

is used, the researcher has to look into various sources from where he can obtain

data. This includes information from various books, periodicals, magazines books,

the internet, company brochures, product brochures, the company website,

competitor’s websites etc., newspaper articles etc.

1.4 Profile of the Firm

1.4.1 Nature of the Organisation

Delhi Tourism & Transportation Development Corporation Ltd. (DTTDC) was

incorporated as Government Company in December, 1975. All the equity of the

company is held by State Government. The main object of the company was to

develop & promote tourism in Delhi. In the year 1989 DTTDC was assigned the

job of retail trading of liquor by the State Govt. with the responsibility of developing

infrastructure facility in the NCT of Delhi (Construction of flyovers /grade

separators/ underpass/bridges. Delhi Tourism and Transportation Development

2
Corporation, shortly known as DTTDC. Its aim is to promote tourism in Delhi and

to take India on a way to success in the field of tourism all over the globe.

Delhi Tourism and Transportation Development Corporation come under the

service industry of India and provide its services both domestically and

internationally. When the mandate for construction of flyovers was entrusted to the

Corporation in 1989, its name was enlarged to Delhi Tourism and Transportation

Development Corporation.

It offers a wide-ranging spectrum of services to tourists and also to the citizens of

Delhi. DTTDC not only provides the tourism services but also deals in other types

of services like transport services, catering services, engineering, liquor services

etc.

It has an authorized share capital of Rs. 10 crores and a paid up capital of Rs. 6.28

crores.

(a) Central Reservation Office

The Central Reservation Office of DTTDC located in Connaught place work as a

front office department. It deals in delivering the information, tour operations,

reservations and bookings etc. Its main job is to deliver the essential and true

information for the tourist in order to make him/her completely satisfied. It operates

the domestic tours i.e. within India for the local and as well as international tourists.

Every day the tourists both local and foreigners visit to CR Office in Connaught

place in a large number to get relevant information and to do the reservation for the

tours.

(b) Delhi Tourism Information Offices

(i) Head Office: 18-A. DDA S.C.O. Complex, Defence Colony, New Delhi

Tel: 24647005, 224698431, Fax: 24697352, 24610500

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 (ii) Central Reservation Office: Coffee Home-1, Baba Kharak Singh Marg,

Connaught Place, New Delhi. Tel: 23365358, 23363607, Fax: 23367322

(iii) Adventure Tourism Division: Dilli Haat Pitampura, Near Netaji Subhash

Place Metro Station. Tel: 27310189

(iv) Travel Bureau: N-36, Bombay Life Building, Middle Circle, Connaught

Place, New Delhi, Tel: 23315322, 23730416, Fax: 23313637

(v) I Center: Baba Kharag Singh Marg, Connaught Place, New Delhi

(vi) Dilli Haat: INA, Opposite INA Market, Aurobindo Marg, New Delhi

Tel: 26119055, 65390009

1.4.2 Vision and Mission

Every organization works efficiently and effectively in order to achieve its objectives.

Each organization have some visions and missions similarly, DTTDC has also defined

some of its vision and missions, based on which DTTDC perform its tasks and functions

efficiently.

(a) Vision

(i) Promote Tourism

Tourism contributes a major share in any countries total GDP of and plays an

important role in the development of the country. Therefore, one of the major

objectives of DTTDC is to promote tourism not only in Delhi but also in India

and in the World. DTTDC helps to improve the standards of tourism sector in

India.

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 (ii) Tourist’s Satisfaction

Customers are the main need of any business. Similarly, tourists are very

important for an organization and therefore their needs and wants has to be

satisfied completely.

(iii) Make tourism products better and more affordable

Improvement, growth and tourist satisfaction are the main aim of DTTDC. It

works continuously in order to make its tourism product better at a low cost, so

that they can attract maximum number of tourists and fulfil their wants and

needs at the cost. Therefore, DTTDC, the government undertaking is one of the

tourist agencies which provide better tourism products at the lowest cost.

(iv) Promote a culture of tourism among local residents

DTTDC not only aims at foreign tourists but also aims at local people.

Therefore, in order to spread the culture of tourism, the DTTDC designs tours

at both the levels i.e. domestic and local.

(b) Mission

(i) Generating foreign currency

In economics, currency refers to a generally accepted medium of exchange.

These are usually the coins and bank notes of a particular government, which

comprise the physical aspects of a nation's money supply . Foreign currency

plays an important role in any country’s earning and development.

(ii) Ensuring the safe, convenient, enjoyable stay:

DTTDC benefits include cost savings, safety, convenience, and fun. DTTDC are

one of the most rapidly growing organizations in the areas of tourism world. For

passengers who aren't certain what they'd enjoy, DTTDC offer a safe and

convenient environment for experimentation.

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1.4.3 Product range of DTTDC

(a) Tours

DTTDC’s main function is to operate tours for the tourists i.e. local and foreign

tourists. CR office performs the function of tour operation on behalf of the DTTDC.

They design the itineraries, delivers tours related information, designs tour

packages, reservations, bookings etc. Tours are divided into 2 categories by

DTTDC and different tours are sub-divided into these 2 categories. Such as:

(i) Local Tours

(1) City sightseeing tour

It is a local tour operated by DTTDC on everyday basis except Monday. It

is a single day tour, divided into 2 halves i.e. Morning tours and Afternoon

tours. Morning tours starts from 9 A.M to 1.30 P.M. It covers the famous

monuments of New Delhi in the first segment such as Gandhi Smriti, Birla

Mandir, QuatubMinar and Lotus Temple. Afternoon tours start from 2.15

P.M. to 5.45 P.M. It covers the monuments of Old Delhi such as Red Fort,

Rajghat and Humayun’s Tomb. Charges for half day tour are Rs 200 +

2.58% and for whole day tour charges are Rs 300 + 2.58%.

(2) Delhi by evening

Under this, DTTDC covers the evening shows organized at different

monuments, such as skit programmed, drama and light shows in Red Fort.

Every day the light show is presented in Red Fort. It organizes light show in

Hindi from 7 P.M. to 8 P.M. and in English from 8 P.M. to 9P.M.

(3) Hop-On-Hop-off

The Hop-On-Hop-off is also known as HOHO. The Hop-On/Hop-Off Bus

service provides sightseeing options to tourists who are willing to explore

6
 Delhi with a more flexible schedule. These tours are conducted in specially

designed buses which move continuously along a route, allowing tourists to

board or alight at any of the pick-up/drop off points. The route of these buses

covers monuments, museums, galleries, gardens, shopping malls, hotels and

bazaars. All in all, the service is designed to provide a complete experience

of the city to a tourist.

(ii) Domestic Tours

(1) Same day Agra

DTTDC has a one-day tour of Agra in which it covers Sikandra (Akbar’s

Tomb), TajMahal and Agra Fort. The Agra same day tour is operated on

every Wednesday, Saturday and Sunday. The departure time is 7 A.M. and

return time is 10 P.M. The breakfast and escort services are provided by

DTTDC with an AC coaches. Charges for adults are Rs 1100 + 2.58%

service tax charges for children of the age 4 – 15 are Rs 950 + 2.58% service

tax.

(2) Haridwar - Rishikesh:

DTTDC has a tour package for holly place Haridwar and Risikesh. This

tour operates on only Saturday from 7.15 A.M. in the morning and returns

next day in the evening. In this tour the places that are covered in Haridwar

areHarki Pori (Gangas), Mansa Devi Temple / Chandi Devi Temple, Arti at

Banks of Ganga and destinations in Rishikesh are Ram Jhoola, Swarg

Ashram, Parmarth Ashram and GeetaBhawan. Charges for adults are Rs

1900 + 2.58% service tax charges for children of the age 4 – 15 are Rs 1700

+ 2.58% service tax. In this tour, breakfast, AC coaches, an escort and

accommodation is provided on a twin sharing basis.

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 (3) Agra – Jaipur – Delhi (Golden Triangle) :

Golden Triangles include Delhi, Agra and Jaipur. DTTDC provide a 3-day

tour of a golden triangle destinations covered under this are fatehpursikri,

jaipur, amer fort, and city palace and jantar mantar. This tour operates on

Tuesday and Friday only. Timings are 7 A.M. in the morning and returns on

third day in the evening. Charges for adults are Rs 4600 + 2.58% service tax

charges for children of the age 4 – 15 are Rs 4200 + 2.58% service tax. In

this tour, breakfast, AC coaches, an escort and accommodation is provided

on a twin sharing basis.

(b) Other Facilities and Services

DTTDC do not just deals with reservation and booking but its functional area is

much more vast. DTTDC promotes tourism and ensures smooth functioning and

growth of tourism sector in India. Keeping in mind this objective, DTTDC provide

some facilities and services to satisfy its tourists in every way. Some of the major

facilities and services offered by DTTDC are:

(i) Car/Coaches on hire:

This is the service offered by DTTDC at low cost in order to make its customers

happy and satisfied. DTTDC has its own tariff structure for the charges of

vehicle depending upon the car used, time period and for how much kilometres

required by the tourists. Drivers, with a good experience and a Transport

License only are recruited after conducting proper driving test. Drivers are

tested whether they are fit physically and mentally for driving.

(ii) Airport transfer service

An airport bus or airport shuttle bus or airport shuttle is a bus or coach used to

transport people to/from, or within airports. These vehicles will usually be

8
equipped with larger luggage space, and incorporate special branding. Any

tourist or an individual can visit the CR office in Connaught place and can book

the vehicle under airport transfer services

(iii) Instant hotel reservation

Delhi is one of the India's busiest entry points. It has a wide range of

accommodation available from deluxe five-star luxury hotels, with top-notch

restaurants, 24-hour coffee shops, swimming pools, travel agents and shopping

arcades, to middle-range hotels and guest houses offering good services and a

comfortable stay, down to economical tourist lodges. There are a few Tourist

Hostels, working women's Hostels, Service Apartments, Camping Sites and

Dharmashalas as well.

(iv) Information and Facilitation

CR office is one of the departments that come in contact with clients, including

the information, sales, and service departments. CR office deals in providing

information to the tourists about Delhi, monuments, metro routes, markets etc.

and it also deals in reservation and bookings of tours for the tourists.

(v) Foreign exchange

Tourism is the second largest net foreign exchange earner for the country by the

way of invisible exports. Tourism creates more jobs than any other sector for

every rupee invested. Keeping this in view, it has been granted the status of an

industry. DTTDC is an organization that offers different types of cultural

attractions and memorable tours for all kinds of tourists throughout the

year. This helps DTTDC to regulate foreign money in an economy.

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 (vi) Coffee Home

The Corporation has set up Coffee Homes at Connaught Place, Laxmi Nagar,

R.K. Puram and Ajmal Khan Park to provide clean hygienic, wholesome food

to delhities / visitors at reasonable rates. These coffee homes become popular.

To extent these facilities in other parts of the city DTTDC proposes to set four

new coffee homes with composite facilities in various parts of the city. These

coffee homes would be run with private participation. Normally such activities

are taken under Share Capital. This new proposal will be submitted separately

with full justification along with past performance.

1.4.4 Size of the organization

From Financial point of view:

Below Table Shows the financial results of DTTDC. The company reports a net profit

of Rs. 3.19 Cr. in financial year 2014-15. For year 2015-16, only un-audited results

were available. Net profit (Unaudited) for the year 2015-16 is Rs. 0.41 Cr. with a

projected net profit of Rs. 8.09Cr. for the year ending 2017.

In Cr.Rs.
Description 2014-15 (Audited) 2015-16(Estimated) 2016-17(Projected)

Turnover 1109.29 1164.80 117.78

Profit Before Tax 19.23 3.42 11.40

Profit After Tax 3.19 0.41 8.09

Equity 6.28 6.28 6.28

Table-1.1: Financial results – DTTDC

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From Employee Strength Point of view:

No. of Sanctioned Working Vacant

Posts

Group A 60 47 13

Group B 73 47 26

Group C 581 478 103

Group D 293 153 140

Total 1007 725 282

Table-1.2: Employee Strength – DTTDC as on June 2016

1.4.5 Organizational Chart and Work Allocation in Delhi Tourism

DTTDC works in a hierarchical manner just like any other organization. DTTDC has

its own departments, sub-departments and posts and status divided among the

employees based on their qualifications and abilities. According to the official

hierarchy of DTTDC, the Board of Directors with the chairman of an organization

comes first at the top level after that at the next level comes managing director (MD)

and chief executive officers (CEO) and after this, at the next level hierarchy goes with

chief engineer , general manager (GM) and financial controller. DTTDC works on this

hierarchical order and it provides the organization smooth and healthy functioning as

every person has a clear understanding about their post, job, work and authority. This

shows the functional structure of an organization. By following this properly designed

and modified structure of function, an organization easily achieves its organizational

goals and the growth of its employees.

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The functional hierarchy of DTTDC is given below:

Figure – 1.1: Organisational hierarchy of DTTDC

Below listed are the details of some of the high level employees of DTTDC:

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 Table-1.3: High Level Employees – DTTDC as of July 2016

1.4.6 Market share of the company

Market share is a key indicator of market competitiveness—that is, how well a firm is

doing against its competitors. This metric, supplemented by changes in sales revenue,

helps managers evaluate both primary and selective demand in their market. That is, it

enables them to judge not only total market growth or decline but also trends in

customers’ selections among competitors. Generally, sales growth resulting from

primary demand (total market growth) is less costly and more profitable than that

achieved by capturing share from competitors. Conversely, losses in market share can

signal serious long-term problems that require strategic adjustments.

Description Amount Amount

(2014-15) (2015-16)

Turnover
Sales 1037.40 1118.21
Income from services rendered 43.33 46.59
Total (A) 1080.73 1164.81
Cost of Sales/Services rendered
Cost of Sales 979.90 1056.64
Cost of services rendered 39.82 42.82
Total (B) 1019.72 1099.46
Gross Profit (A-B) 61.01 65.35
Table-1.4: Gross profit of DTTDC (in Cr. Rs)

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Firms with market shares below a certain level may not be viable. Similarly, within a

firm’s product line, market share trends for individual products are considered early

indicators of future opportunities or problems. Delhi Tourism and Transportation

Development Corporation (DTTDC) is an undertaking of the Government

of Delhi, India, that was established in December 1975 for the purpose of promoting

tourism and related services in the city of Delhi. It has an authorized share capital of Rs.

10.00 crores and a paid up capital of Rs. 6.28 crores. This particular activity, however,

provides the corporation with revenue that can be utilized in tourism or other related

development activities for the National Capital Region of Delhi.

1.4.7 Present leadership of the company

At DTTDC I got the opportunity to interact with many educated and experienced

employees and leaders. The leader of our department under whom I have pursued my

summer training is Mr Sunil Gaur; he is a very good and intelligent leader.

Managing Director:

Overall power day to day management of the corporation

General Manager:

2nd in command in the administrative matter

Financial Advisor:

Chief of Finance Division of the corporation

Chief Engineer:

Head of the Engineering Division on construction projects

Chief Managers:

i) Chief Manager (Personnel)

ii) Chief Manager (Liquor)

iii) Chief Manager (Catering & Other projects)

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iv) Chief Manager (Tourism)

v) Chief Manager (Dilli Haat)

vi) Chief Manager (Garden of Five Senses)

1.4.8 Organizational Culture

The practices, principles, policies and values of an organization form its culture. The

culture of an organization decides the way employees behave amongst themselves as

well as the people outside the organization and there are various types of organizational

cultures like Normative Culture, Pragmatic Culture, and Academy Culture etc.

Since DTTDC is a government undertaking organization it was observed that all the

operations were pretty process oriented.

The closest type of organizational culture type with which the organizational culture of

DTTDC can be related is Process culture. As the name suggests the employees in such

a culture adhere to the processes and procedures of the organization. Feedbacks and

performance reviews do not matter much in such organizations. The employees abide

by the rules and regulations and work according to the ideologies of the workplace. All

government organizations follow such a culture.

15
 Chapter – 2

Environmental Analysis

2.1 Internal Environment Analysis of DTTDC

2.1.1 Strengths & Weaknesses of DTTDC

(a) Strengths

(i) Strong financial position

DTTDC has a strong financial position in tourism as it is a government

organization. Regular tour operations and large number of tourist load results in

high financial transactions on regular basis. Due to government undertaking it

does not have to face financial crisis.

(ii) Pricing and costing

Pricing or costing of tourism products designed by DTTDC are very low which

attracts large section of tourists. This helps DTTDC in achieving the edge over

the other private travel agencies in Delhi.

(iii)Unique products

DTTDC aims and work to design new and different tourism product from other

travel agencies. This aspect makes DTTDC more powerful and flexible in their

working. some of the famous tourism products introduced by DTTDC are one-

day city tour, same day Agra tour, Haridwar – Rishikesh tour etc.

(iv) Individual growth

Travel agents are moving from being mere ticket issuers to travel consultants

taking complete responsibility for the consumer's needs. An individual gets

every opportunity to achieve self-growth and development. DTTDC believes in

a growth of an individual and that of an organization.

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 (v) Relationship with key suppliers

It is yet another important aspect of the strength of DTTDC. It has a wide range

of its contacts of suppliers in every field which deals with tourism directly or

indirectly like accommodation, transportation, markets, liquor etc. Co-

ordination among DTTDC and its suppliers is the key element of its strength

and success.

(vi) Trained professional staff strength:

DTTDC is a government undertaking and the staff employed by DTTDC is

highly qualified and knowledgeable about their work. They have a high sense

of professionalism and are skilled and well trained in performing their tasks.

(b) Weakness:

(i) High taxes:

Travel agents are most affected by the taxes that are part of the industry. With

a wide growth of tourism sector and resources using for the tourism in large

quantity results in increase in taxes. This increase in taxes results in adverse

effect on the organization and limits its scope of functioning.

(ii) Premium products:

Premium products brand image would affect adversely in competition with

cheaper operators or charters. It is one of the weakness as smaller and cheaper

travel agencies are getting established at a fast rate.

(iii)Lack of new blood:

DTTDC has this limitation of lack of new blood. Employees of DTTDC are

well educated and experienced people but they all have crossed the age of 40

years. Therefore, DTTDC lacks the fresh and enthusiastic strength that any

organization looks for.

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 (iv) Lack of modern techniques:

It is one of the weaknesses of DTTDC of still opting traditional techniques of

working and lack of modern techniques of doing business like no online

bookings, manuals records of data etc. this results in complexity and over

burden of the work on employees.

(v) Lack of marketing:

It is one of the major weaknesses of DTTDC that it do not spend much of its

earning on its marketing function. It restricts the limit of the tourist flow for an

organization. Marketing is an important function which should be adopted by

every organization as it can help to achieve organization growth.

2.1.2 USPs of DTTDC

(i) Delivering quality services to its Loyal customers:

DTTDC understands the concept of customer satisfaction. customer is the reason

for the business therefore it the duty of an organization to satisfy the customers by

fulfilling their needs and wants effectively and efficiently. This can be done by

delivering good quality services to its tourists.

(ii) Attractive packages:

Tourists takes interest in a tour package if it is attractive and suitable for him / her.

therefore, keeping in mind the behaviour of its customers the travel agency i.e.

DTTDC not only provide the picture of the country to the interested parties but also

lure them to visit a country by the attractive packages.

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 (iii)Highly educated and trained staff:

DTTDC is a government undertaking and the staff employed by DTTDC is highly

qualified and knowledgeable about their work. They have a high sense of

professionalism and are skilled and well trained in performing their tasks. Every

employee is an MBA or a post graduate in their fields of expertise. Educational

qualification and professional training is a key to obtain individual and

organizational goals effectively and efficiently.

(i) Good level of understanding and co-ordination among the employees:

All the staff members are knowledgeable and professional which results in better

understanding and co-ordination among the employees. This ensures smooth and

efficient functioning in an organization.

(ii) Designing new and unique tour packages:

DTTDC aims and work to design new and different tourism product from other

travel agencies. This aspect makes DTTDC more powerful and flexible in their

working. some of the famous tourism products introduced by DTTDC are one-day

city tour, same day Agra tour, Haridwar – Rishikesh tour etc.

2.2 External Environment Analysis of the Firm/Company

The external environment of an organization comprises of all the entities that exist

outside its boundary, but have significant influence on its growth and survival. An

organization has little or no control over its environment but needs to constantly

monitor and adapt to these external changes, a proactive or reactive response leads to

significantly different outcome.

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2.2.1 PEST ANALYSIS OF DTTDC

DTTDC, being a government organization, has little to no effect on its operations and

survival. Changes in the external environment like political, economic, social and

technological environment don’t have a large scale effect on DTTDC that could put its

survival at risk.

Figure 2.1: PEST Analysis Factors

(a) POLITICAL FACTORS

This factor looks at how government regulations and legal issues affect a company's

ability to be profitable and successful. Issues that must be considered include tax

guidelines, copyright and property law enforcement, political stability, trade

regulations, social and environmental policy, employment laws and safety regulations.

(i) TERRORISM & SECURITY: Terrorism has an adverse effect on the growth

and progress of any country. Terrorism would also have a bad effect on the

tourism industry of Delhi. It is a big political concern of the governing party of

the country.

(ii) POLITICAL INSTABILITY: Political instability also has an effect on DTTDC.

Sometimes frequent change of parties at state or central level have an impact on

20
 tourism policies and upliftment of tourist sites, as the different parties have

different approach to tourist industry.

(iii)INFRASTRUCTURE: Infrastructure development depends mainly upon the

government or ruling political party. DTTDC’s infrastructure has improved

drastically in the last 20 years. The better infrastructure has attracted more and

more tourist in India.

(iv) HEAVY TAXATION: DTTDC has to follow every government norm and

hence they include every tax in their packages. Increased taxes results in tourists

opting for other private agencies.

(b) ECONOMIC FACTORS

Economic factor also plays an important role in the analysis of the tourism industry.

Better economic factors help to drive more and more tourist from different countries as

well as from domestic market. DTTDC’s economy is experiencing a huge growth. The

Tourism sector of Indian economy has become one of the major industrial sectors under

the Indian economy.

(i) BETTER ECONOMIC CONDITIONS: If we talk about the Delhi tourism

industry, the rise in the output is not only because if the foreign tourists but the

domestic tourism has also been spreading its wings and adding much more to

tourism industry. As the economic conditions has been getting better from last

decade and so people are now spending more and more on tours and travelling.

(ii) CONTRIBUTION TO THE GDP: DTTDC’s success would result in an

increase in the GDP of the country as more tourists would come, both domestic

and foreign, the economy would increase and hence the GDP.

21
 (iii)COST OF OTHER RELATED SERVICES: Low cost of air travel and rail

travel would promote tourism. DTTDC’s packages include such offers that

provide air travel at low prices.

(c) SOCIAL FACTORS

Social factor are those factors that affect the tourism industry because of the society.

Social factors have more or less a significant impact on Indian tourism industry.

(i) DEMOGRAPHIC CHANGES: Demographic trends describe the changes

in demographics in a population over time. In India, majority of the

population is of the young people, who are willing to spend and to visit

different parts of the country, thus one of this social factor has helped in

development of DTTDC as Delhi is centrally located and a major tourist

attraction.

(ii) VAST CULTURE: Delhi is a state of rich culture and heritage. The Delhi

culture drives more and more foreigners to visit the country. The is so much

vastness in Delhi culture and demographics that the tourists find it better to

visit city like Delhi as compared to any other city as they find various and

vast cultures in Delhi.

(iii) LANGUAGE: Delhi population is also good at speaking English language,

so this factor plays an indirect part in the upliftment of the tourism industry.

The foreigners do not find it much difficult to convey themselves to the

people.

(iv) Factors affecting company ranges from employee right, language barriers,

race and nationality.

22
 (v) Eating habits of the people in your chosen business environment may, and

certainly will, affect your marketing decisions.

(vi) Ratio of people preferring to eat out regularly.

(d) TECHNOLOGICAL FACTORS

Technology always plays a vital role in any sector, so it has also played its part in

tourism and DTTDC’s recent success. This factor takes into consideration technology

issues that affect how an organization delivers its product or service to the marketplace.

Among the specific items that need to be considered are technological advancements,

government spending on technological research, the life cycle of current technology,

the role of the Internet and how any changes to it may play out, and the impact of

potential information technology changes.

(i) MEDICAL TOURISM: Medical tourism has emerged in India from 1995, the

medical industry is driving more and more foreigners to come to India for their

treatment. India is cheap at medical procedures and technologically advanced

than the other countries. Delhi being one off the most medically advanced cities

(others being Mumbai and Bangalore) has attracted tourists who want to get

their treatments done.

(ii) IT SECTOR:IT sector is one of the sector in which India is getting advanced

day by day. It is driving more and more foreign nationals and tourist to our

country as its providing some job opportunity to them, which in turn makes rise

in growth of the tourism sector. Delhi being closely linked with Gurgaon and

Noida, which are rich in IT companies, have attracted job opportunities for both

domestic and foreign people.

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 (iii)E-Tourism: DTTDC have transitioned most of their processes to an online

system including online booking. With changing times, DTTDC has evolved

into a modern organization that is making use of advanced technology to

promote Delhi and for its growth.

2.2.2 Opportunities and Threats that DTTDC faces

(a) Opportunities

(i) Dynamic tourism environment:

As the number of tourist is increasing, there is a need to identify their

requirements and the travel agencies can tap this segment. The preferences and

requirements of tourists changes with the passage of time. Therefore, it is an

opportunity for DTTDC to identify and fulfil those requirements in the

competitive environment.

(ii) Wide scope:

India has vast heritage, large numbers monuments, culture and other hidden

elements of touristic interests. All these things are not shown to the world as a

tourism product. Therefore, DTTDC has to practice its Franchisee network to

penetrate smaller cities with untapped propensity to travel.

(iii)Internet:

Nowadays the business on the he internet has increased a lot and DTTDC is still

using traditional techniques of working in some of its area. Therefore, it is an

opportunity for DTTDC to achieve wider reach through net enabled sales. This

would help the organization in order to earn more profits and to reduce

complexity in work.

24
(b) Threats

(i) Sensitivity of tourist flow

Tourism is flexible and dynamic industry and it has its adverse effects on an

organization. Tourist flow is highly sensitive to adverse political, natural,

economic events. Thus, it could be a major threat for DTTDC to predict and

control the tourist flow correctly and efficiently at a low cost.

(ii) Increase in tax incidence on industry

Travel agents are most affected by the taxes that are part of the industry. With

a wide growth of tourism sector and resources using for the tourism in large

quantity results in increase in taxes. This increase in taxes results in adverse

effect on the organization and limits its scope of functioning.

(iii)Uncertainty

The future is quite uncertain so that the tourism industry. Therefore, it can be

counted as a threat for DTTDC because uncertainty results in changes in

Existing Regulatory framework and changes regarding registrations, disclosures

and state funds affect DTTDC as well as their suppliers.

With the advent of internet, the role of travel agents is changing and the whole

industry faces a threat of extinction unless they change to meet the need of

tourists.

25
 Chapter – 3

Data presentation and Analysis

3.1 Data Collection

The data is collected from various functioning areas of company which includes

Marketing, Human Resource Management and IT. The data has been collected after

analysis of the internal environment of DTTDC and interaction with the employees.

3.1.1 Marketing

Marketing is an organizational function and a set of processes for creating,

communicating and delivering value to customers and for managing customer

relationship in ways that benefit the organization and its stakeholders.

It is the process of determining consumer demand for the product or service,

motivating its sales and distributing it to the ultimate customer at a profit.

The main aim of marketing activities at DTTDC is to give the customers best

service than any other company. The most important function of DTTDC is

marketing as it is a tourism company. It has set-up Marketing and Tourist

Information Offices in all major and important cities within and outside the

State. Besides it has appointed General Sales Agents in different cities of the

country so that maximum business can be brought for the company. For this,

DTTDC is paying these General Sales Agents and Travel Agents handsome

commission on slab basis. Depending upon the volume of business they fetch,

they are being given commission ranging from 15% to 25%.

26
(a) Brand Equity

Product and services in the market are identified by the brand name. Brand is

the symbol, label or source of identification for the products and services.

DTTDC in itself is a brand name. It is a government based company but is

gaining huge amount of profit because of its brand image.

Major tasks undertaken by the marketing department are as follows-

(i) Production of Tourist Literature: Scrollers, Folders, Leaflets,

Brochures, Guide Maps, Guide Books, CD's etc. and publicity through

hoardings/airlines. Outdoor publicity – Hoardings/Bill Boards/Window

display/Unipole/Flex

(ii) Production of maps: Delhi Tourism supports the production of Delhi

maps. These maps are printed every three months and are very handy

authentic guide to the city

(iii) Publicity through Print and Electronic Media: Delhi Tourism has a

well-planned advertising schedule which comprises advertising in

magazines, planners, and guide books. Radio also forms parts of the

campaign during new launches etc. Extensive print publicity comprises

advertising in tourism magazines like Travel Talk, hospitality India, the

Dept. of Tourism planners like Destination India by Cross Section,

Incredible India, the Dept. of Tourism newsletter, school magazines,

culture souvenirs, business magazines

(iv) Organisation of Fairs and Festivals

India has been enriched with its glorious heritage and cultural

27
 traditions, convention and moods, consisting unity in diversities. Fairs

and festivals have unique ways of presenting the cultural glimpse of a

region. They are helpful to show case the rich heritage, life style,

festivities and cultural strength of a destination.

(b) Service Planning Process

DTTDC is a service based company that offers services. Its main objective is to

market Delhi as a destination. A proper plan is framed with respect to the

products and services so as to fulfil the above mentioned objective. DTTDC has

many tour packages that have been made after studying the customer demands

and tastes and preferences over the years. DTTDC allows modification in its

packages as per the demand.

The main focus is on the quality of service. This is ensured by highly trained

guides and managers who ensure that customer satisfaction is guaranteed.

Destinations and tour packages are the two major products of DTTDC.

(c) Pricing policies

DTTDC operates at Break Even Pont i.e. their major financial target is to

achieve a break even state. Hence they follow a very mild approach when it

comes to pricing. Their tours and packages are easily affordable by the common

man. Since they are not competing with others, they are not compelled to drop

their prices as per the market scenario and its competitors. DTTDC charges

Foreign Tourists a significantly high amount as compared to the domestic

tourists. The cost of a product is calculated after proper analysis of its cost

incurred.

28
(d) Channel Planning

DTTDC very rarely promotes itself as an organization or the specific services it

has. It mostly runs on the assumption that people are aware about DTTDC.

Another important aspect of channel selection is that the management is under

the impression that marketing through different channels won’t be successful.

Still DTTDC’s channel of choice is print media and radio. Advertisements are

given on the radio and newspapers to promote festivals that are organized by

DTTDC such as Mango Festival and Garden Tourism Festival. With the

popularity of radio on the rise after the recent launch of Mann Ki Awaaz by our

Prime Minister Mr. Narendra Modi, the advertisements are expected to increase.

Online advertisements such as ads are given on other government websites such

as IRCTC.

(e) Promotional Policies

DTTDC promotes its festivals like Mango Festival and Teej festival (Dilli

Haat,INA) rigorously. They promote their festivals through print media and

radio. Advertisements in the newspaper are also given to promote festivals.

Billboard advertisements and hoardings are also used to promote their products.

Very rarely advertisements are given on television. If there is a new destination

that needs to be promoted, they are included as a freebie in their packages.

Promotion helps in more sales as a large demographic becomes aware of the

products and services and their association with a well-established brand like

DTTDC.

29
 (f) CRM policies

Customer relationship management (CRM) is a broadly recognized, widely-

implemented strategy for managing a company’s interactions with customers,

clients and sales prospects. It involves using technology to organize, automate,

and synchronize business processes—principally sales activities, but also those

for marketing, customer service, and technical support.

DTTDC manages its CRM through an online web portal for grievances and

through an e-procurement system that this system of Delhi Govt. enables the

electronic process of e-tendering. All tenders of DTTDC are now floated online

through this system by IT Division – Head Office.

3.1.2 Personnel Department

(a) Functions of HR Department:

(i) All establishment matters and maintenance of personal files.

(ii) Processing various interest and non-interest bearing advances like personal

Loan, House loan, vehicle loan, festival advance etc.

(iii) Grant of administrative approval for LTC (anywhere in India and

hometown).

(iv) Administrative approval for leave encashment as per the scheme of

DTTDC and 10 days leave encashment as mentioned in LTC Rules.

(v) Grant of administrative approval for and Processing death dues/ retirement

Benefits.

30
 (vi) Administrative approval for grant of financial up-gradation.

(vii) Matters relating to pay fixation on promotion, financial up-gradation.

(viii) Implementing the recommendation of pay commission for pay fixation

and also as when there are amendments in the same.

(ix) Matters relating to personal pay, special pay etc.

(x) Matters relating to pay fixation on promotion, financial up-gradation

(xi) Implementing the recommendation of pay commission for pay fixation and

also as when there are amendments in the same.

(xii) Time to time empanelment of hospitals as per the CGHS enlistment.

(b) Recruitment, Selection and Induction Process

DTTDC is a government organization. Its recruitment process is different from

other private organizations. There is no direct recruitment directly from the head

office. The employees are divided in different grades. Grade A employees are

directly recruited through the interview process. A minimum set of qualification

and experience is required to be eligible for the position. Grade B and Grade C

employees are recruited through DSSSE (Delhi Subordinate Services Selection

Exam). Security guards are outsourced from agencies. No recruitment has been

done by DTTDC since 1998.

(c) Training

DTTDC spends ample amount of time to train its new employees. A training period

of 1 month is assigned for the employee to get trained in his/her desired field. They

work under their respective managers where they learn basics and are allowed to

31
get familiar with the organization. They are given briefing about their roles and

responsibilities. After a probation period of 2 years, their growth period starts.

DTTDC gives its employees on-the-job training. With the upgradation of

technology, existing employees are also trained to get familiar with it.

(d) Performance Appraisal & Recognition Systems

DTTDC follows time/performance based appraisal system. Qualification is not

considered as a criterion for appraisal unless and until it’s a technical post. A

minimum qualifying service is required to be eligible for a promotion. Annual

Confidential Report (ACR) is used to rank employees on the basis of their

performance and promotion is given to those whose overall rating is positive.

Grades are used to rank employees.

(e) Welfare

DTTDC follows government based policies for the welfare of its employees.

DTTDC has tie-ups with hospitals and the employees can avail discount on their

check-up. Health of the employees is a top priority and health benefits such as Medi-

Claim and paid leaves are provided.

At the time of retirement, a party farewell party is thrown to celebrate the

employee’s career.

(f) Career Development and Grievances Handling

DTTDC ensures that their employees experience career growth and development.

Ample amount of motivation is provided by the senior managers. Exposure of every

department is given to employees so that they gain experience. After 2 years of

probation period, employees become eligible for promotion and appraisal.

32
 Transfers to different departments and divisions take place after a minimum period

of 3 years.

Grievances are handled by the personnel department. Grievances related to salary,

leaves and appraisal are the most common ones encountered. DTTDC follows an

open door policy i.e. anyone can interact with the authorised figure regarding their

issues despite their rank and grade. Grievances are resolved after interaction with

the managers and if they are not, a proper action plan is made to resolve them.

(g) Safety Measures

Safety measures taken by DTTDC are as follows –

(i) Fire Extinguishers

(ii) Smoke Detectors

(iii) Sirens

(iv) First Aid Kit

Although DTTDC is very concerned for its employees, no CCTV’s are installed in

the premises of the office.

A medical camp is also organized once every 2 months for regular check-ups.

3.1.3 Finance Department

The finance department has direct interaction with all other departments since all the

payments and collections are made through here. This Department follows a written

form of communication. All Department payments and receipts are finally reported to

the Finance Department

33
Finance department plays a very significant role in any organization. They maintain

various books of accounts, manage the budget and the cost functions of the company

etc.

Functions:

DTTDC maintains the books of accounts according to the Companies Act, 1956.All

their financial functions are carried out according to this act.

The various books maintained by them are: -

1. Daily Sales Summary.

2. Journal.

3. Cash Book.

4. Ledger.

5. Bank reconciliation Statement.

6. Annual Balance Sheet at Branch Level and final consolidation is done at Corporate

Level.

(a) Roles and Responsibilities of the Finance Department

(i) Financial Planning: Prepare Budget (Revenue and Capital) to achieve

business objective - Profit (short -term / long term) or wealth maximization

(shareholders – dividend)

(ii) Financial Management including investment: Monitor sources and uses

of funds, and invest surplus funds.

(iii)Financial Sanction: Process proposal for financial concurrence / financial

sanction.

34
 (iv) Record keeping: Book Keeping (Cash / Bank book, Journal, Ledger).

(v) Reporting & Preparing Financial Statements: useful for Budgeting,

forecasting and other decision making processes and for information to

stakeholders (Annual Accounts - Statement of Profit & Loss, Balance Sheet,

cash flow Statement, Segment report)

(vi) Compliance to Tax Related Provisions: Deduction & deposition of Taxes

(income tax, Service Tax, VAT)

(vii) Audit: Internal, Statutory, Tax, CAG Audit (Review Audit,

Performance audit, comments on Audited Accounts) - They have internal as

well as external audit. Internal audit is done by the CA and the statutory

audit is done by the government auditors.

(viii) Internal Control: Internal control is done by proper monitoring at

corporate level such as from the monthly Profit and Loss account and other

direct and indirect overheads.

Financial Results

Divisions 2014-15 2015-16 Projected

Audited

Turnover / Revenue 1109.29 1186.37

Profit Before Tax 0.65 (3.42)

Profit After Tax 3.19 (2.33)

Equity 6.28 6.28

Table-3.1: Financial results – DTTDC for year 2014-15(Audited) and 2015-

16(Projected)

35
 (ix) Cost & Revenue centres: Cost and Revenue maintained monthly by the

Branches and finally consolidated at corporate level annually.

(x) Maintain Cost records: Maintain Kitchen order tickets, Food cost register,

Stock register, consumption registers daily and reconciled with stock

register.

Below are the financial statements of the company that will depict the clear picture of

the company’s financial position in terms of division wise turnover and profitability.

Division wise Turnover

Divisions 2014-15 Audited 2015-16 Projected

IMFL 909.59 954.93

Country Liquor 126.11 162.81

Corporate Office 17.63 15.23

Deposit Work 14.24 13.13

Dilli Haat (INA) 11.33 12.42

Tourism 15.62 12.37

Catering 4.79 3.89

Travel 2.54 4.16

Dilli Haat (Pitampura) 2.50 2.03

DITTM* 0.15 0.24

Dilli Haat Janak Puri 1.97 2.50

Garden of Five Senses 2.82 2.66

Total 1109.29 1186.37

Table-3.2: Division wise turn over– DTTDC for year 2014-15(Audited) and 2015-

16(Projected)

36
Division wise Profitability

Divisions 2014-15 2015-16

IMFL 10.09 13.56

Country Liquor (1.24) (0.48)

Corporate Office (1.79) (5.41)

Deposit work (0.61) 2.68

Dilli Haat (INA) 6.45 6.54

Tourism (6.20) (6.72)

Catering 0.17 (0.15)

Travel (1.02) (1.03)

Dilli Haat (Pitampura) (2.21) (2.54)

DITTM (0.49) (0.54)

Dilli Haat Janak Puri (2.73) (2.29)

Garden of Five Sense 0.23 (0.50)

Total 0.65 3.42

Table-3.3: Division wise Profitability – DTTDC for year 2014-15(Audited) and

2015-16(Projected)

Finance Department is responsible for maintenance of various documents

(i) Receipts

(ii) Vouchers

(iii) Debit note

(iv)Credit note

37
(v) Inward and outward invoices at store level.

(vi) Budget

The budget is maintained annually. There are two types of budget being maintained by

the corporation i.e. Revenue Budget and Capital Budget.

38
3.1.4 IT Department

IT department of DTTDC has developed significantly with the advancements in

technology in the recent years.

Key features of IT department are as follows:

(iii) Approximately 200 computers in the head office

(iv) 300+ Computer with Barcode system at Liquor Vends from Excise Department,

GNCTD under ESCIMS system

(v) Main Servers with Structured LAN at Head office and Liquor Division

(vi) Biometric is used for recording the in and out timings of the employees

(a) The IT systems used by DTTDC are as follows:

S. No. Application Division(s)

1 File Management System of NIC  All DTTDC Divisions

Liquor Inventory Management Software /

2  Liquor
ESCIMS

3 Biometric Attendance  All DTTDC Divisions

4 Satnam Forex Software  Travel

5 IATA Back Office Software – Amadeus  Travel

6 Primavera - Project Management  Engineering

7 Smart Card Based Lake Boarding System  Adventure Tourism

8 e-tendering / e-Procurement (NIC)  All DTTDC Divisions

Table-3.4: List of Applications in use at DTTDC as of year 2016

39
3.2 Data Presentation and Analysis

As per my job specifications, each time a tourist came to us for bookings as well as to

resolve some issues, we were supposed to hand out a small survey to them which was

given to us by DTTDC. The surveys had questions based on taste and preferences and

were mostly objective in nature.

First three questions are for the personal information hence not represented

Q1. Tourists seeking most of the information for which market?

Markets Total numbers of tourists Total percentage of tourists

(%)
Khan market 28 22.73
Chandni chowk 44 34.64
Connaught place 29 22.83
Any other 26 20.42
Table-3.5: Markets preferred by maximum tourists

Prefered market for tourists

20% 23%
Khan market
Chandni chowk
connaught place
23%
any other
34%

Figure-3.1: Share of markets preferred by maximum tourists

Interpretation - As shown above, chandni chowk, one of the oldest tourism market,

experience the maximum flow of tourist. 34.64 % of total tourists visit to because of

its heritage. After this, 22.83% tourists go to Connaught place for western cloths and

40
famous stores like Nike, Adidas etc. Khan market experiences the 22.73% of total

tourist’s flow very month. Rest of the 20.42% of the total tourist’s flow in witnessed

by the other markets of Delhi like Paharganj, KamlaNagar , GhantaGhar , Nehru bazaar

etc.

Data Analysis – Chandni Chowk, despite being the oldest market in Delhi, still rule

the hearts of tourists. The reason behind this was found to be the pre-made image of

chandni chowk and its rich market heritage. Also, cost of products at chandni chowk

was found to be significantly less, and hence driving immense traffic of tourists.

Q2. What is a tourist’s experience from the Indian tourist markets?

Experience of tourists Total numbers of Total percentage of

tourists tourists
Memorable 57 44.88
Satisfactory 43 33.85
Not good 27 22
Table-3.6: Experience of tourists

Tourist's experience

22%

44%

Memorable
Satisfactory
34%
Not good

Figure-3.2: Experience of tourists in graphical form

41
Interpretation: As shown in the figure, because of 44.88% DTTDC is successfully

achieved its aim of making the travelling process, one of the most memorable

experiences of tourists by providing various services with full of their commitment and

good quality. 35.85% of the tourists said the tours and markets are satisfactory and

there is nothing extra-ordinary about Indian tourist markets. Whereas there is also a

share of 22% tourists who did not like the markets of Delhi at all. They found them

crowded, unsafe, dirty etc.

Data Analysis – Most of the tourists were found to be satisfied in the survey conducted.

The reason was found to be the wide variety of products. Foreign tourists especially

were the majority whose experience was found to be memorable as their purchasing

power increased significantly.

42
Q3. Average no. of visitors in a month

a) 10-30 b) 30-60 c) Above 60

Average number of visitors Total number of visitors

10-30 27

30-60 53

Above 60 47

Table-3.7: Total number of a tourist in a month

Avg no. of tourists

60
50
40
30
53 Avg no. of tourists
47
20
27
10
0
10 to 30 30 to 60 above 60

Figure-3.3: Average of total tourists in a month

Interpretation: DTTDC provide excellent services to its tourists therefore, 27 tourists

on an average of 10-30% per month visit Delhi. 53 tourists on an average of 30-60%

per month experience the services of DTTDC’s tours. 47 tourists every month on an

average of 60% and above perform the travel activity.

Data Analysis - DTTDC’s excellent service helps in driving customers to Delhi each

time and availing their packages. This number is significantly low as compared to

private agencies.

43
Q4. Modes of communication used to provide the information to the visitors:

Modes of communication Total no. of tourists Avg. no. of tourists

Face-to-face interaction 45 35.43

Telephone 52 40.94

Internet 30 23.64

Table-3.8: Total number of modes of communication used

Modes of communication

23.64
35.43
F-2-F
Telephone
Internet

40.94

Figure-3.4: Average number of modes of communication used

Interpretation: It includes all the means of communications used by tourists in order

to get relevant information. For this DTTDC’s Central Reservation Office plays an

important role. Around 35.43% tourists visit to the CR office personally in order to get

complete and relevant information. DTTDC also provides telephone service and

40.94% of queries of tourists are resolved on telephone. Around 23% tourists fulfil their

need of information through the internet facility of DTTDC.

44
Data Analysis - Face to face interactions were usually required at the time of

grievances solving. Most of the information was provided on the telephone to both

domestic and foreign tourists. Although Internet’s use is increasing, it was found that

people still prefer their queries to be solved on the phone.

Q5. The season in which the maximum no. of visitors visits to Indian tourism markets

Seasons Total numbers of Total percentage of

tourists tourists

Spring season 27 21.25

Summer season 23 18.11

Autumn season 45 35.43

Winter season 32 25.19

Table-3.9: Seasons witness maximum tourist flow

Maximum visits in the seasons

23
30
spring

summer

20 autumn

winter
27

Figure-3.5: Seasons witness maximum tourist flow

Interpretation: Tourists all across the world visit to India in large numbers. Around

21.25 % tourists visit to Delhi in spring season because of its fresh and beautifulness.

18.11 % tourists come in summer season. The number of tourists in summer season is

45
less because of really hot and humid climate in Delhi. Maximum number of tourists i.e.

35 % tourists visit Delhi in autumn season as it is more suited to them. Winter season

is also fill with good tourist flow i.e. 25.19 % of tourists.

Data Analysis - Most tourists prefer coming to Delhi in winters and I autumn season

because of Delhi’s pleasant weather.

Q6. Difficulties faced in the tourist markets, if any:

(a) One of the difficulties faced by tourists is to communicate with local people. this

happens because of difference between the language of two persons. This can be solved

by displaying more of the sign boards in different languages.

(b) Often tourists face difficulties when they do shopping. Shopkeeper overcharges

them. This can be solved by educating the tourists and shopkeeper and to make their

relationship strong.

Q7. Suggestions for improvement:

(a) Many tourists suggest more improvement in the areas like cleanliness and safety in

the markets like Chandni chowk , paharganj etc.

(b) Not only this, tourist market should make such products for the tourists that can

satisfy their needs.

(c) More information booths should be established so that tourists can get all the

information easily.

46
 Chapter 4

Summary and Conclusion

4.1 Findings and results

This report attempts to present my experience in DTTDC. The opportunity that I got

was a once in a while opportunity and I feel highly grateful that I got one. Working

environment in an organization should be healthy, comfortable and safe. DTTDC

provides an environment where an individual can work without any fear, pressure or

tension. Working in a good organizational environment can help in smooth and

effective functioning of an organization. Working condition in an organization includes

Occupational health and safety which is an area concerned with protecting

the safety, health and welfare of people engaged in work or employment. The goal of

all occupational health and safety programs is to foster a safe work environment.

DTTDC take great interest in providing healthy and safe working conditions to its

employees and interns.

As a secondary effect, it may also protect co-workers, family members, employers,

customers, suppliers, nearby communities, and other members of the public who are

impacted by the workplace environment. It may involve interactions among many

subject areas, including occupational medicine, occupational (or industrial)

hygiene, public health, safety engineering, chemistry, health physics.

In short, DTTDC provides its employee’s safety at work place, health safety,

opportunity for individual growth, chances to meet people from different countries and

cultures. Working conditions have to be improved continuously so that the employees

can work in a stress free environment and can perform their tasks more effectively and

47
efficiently. Therefore, DTTDC performs the function of Systematic evaluations of the

working environment on a continuous basis.

(i) Scope to explore oneself

DTTDC provides an atmosphere in an organization where an individual explores

himself / herself and can achieve individual goals effectively and efficiently. Exploring

ourselves is one of the important elements for the growth and development. Therefore,

DTTDC believes in growth, both individual and organizational growth.

(ii) Health Facilities to Employees

DTTDC provides Medi-Claim facilities to its on field employees which includes

accidental insurance for sales employees.

(iii) Good infrastructure

DTTDC’ office is well designed and properly ventilated with air conditioned rooms,

clean washrooms, germ free water cooler, good set up of furniture etc. in order to make

its employees and customers feel comfortable DTTDC provide these well-established

infrastructural services.

(iv) Helpful superiors

The employees are very educated and highly experienced about the work and tasks they

perform. They are quite friendly and helpful in nature. During my summer training,

they taught us a lot, not only about organization but also about the market scenario and

organization culture.

48
4.2 Lessons Learnt

Training in DTTDC is one of the most memorable and unique experience. Working

with well-educated, trained and professional employees gave me a chance to learn

something new in a well-mannered way. DTTDC gave me a platform where I could

explore myself in the healthy, safe and professional environment.

(i) Knowledge about the Marketing Department and its divisions

DTTDC provided me an opportunity to work in the marketing. I have also opted

marketing as my major so it was a great learning experience for me. I got to know

about different functional divisions of marketing, such as advertisements, Public

Relations and customer interaction

(ii) Working in a big organization

My experience at DTTDC taught me the basics on how to work and handle pressure

in a big organization. I learnt how to keep myself engaged in work throughout the

day and how important is interaction among employees.

(iii) Customer handling

I managed tourists coming from different areas of the world. My major task was

handling their grievances and issues and providing them with best possible solution

to their problems. My major goal was to ensure customer satisfaction at any cost. I

learnt so much about the service industry and how the saying “Customer is King”

is true.

49
 (iv) Social Marketing via Facebook

Another one of my core duties was that I was made admin of the official Facebook

page of DTTDC by Mr Ashok Nigam, IT Department. My responsibilities as a

admin was to post informational content about Delhi and its tourists destination as

well as major hangouts in Delhi. I learnt the art of selective target marketing by

working with Mr. Ashok Nigam.

4.3 Limitations of the Study

Every organization has some strengths and weaknesses. In the same way DTTDC also

have some weaknesses due to which I also faced some of the difficulties undergoing

training at DTTDC.

(i) Difficulty in Interaction with the Employees due to their busy schedule

Employees at DTTDC work with dedication throughout the day and hence it was

difficult for them to take out time for me to share relevant information and

experience.

(ii) Errors due to biasness of respondents

Every employee has a different way of presenting the same information, so it is

possible that data was represented in a biased manner which could have been

unintentional.

(iii) Generation Gap

DTTDC is a government organization and most of its employees are elder i.e. 40+

in age. It was one of the major difficulties I felt that there was a big age gap between

trainees and the employees. The generation gap can hamper the effective

50
 communication and working of an organization. If the generation gap would be less

among the employees, then it could help the employees to work with good co-

ordination and understanding.

(iv) Conflicts of ideas:

Employees of DTTDC are very experienced. They take their major decisions

depending upon their past experiences. They give major preferences to their past

experiences. Whereas the internees point of view is far different as we give

importance to modern techniques and logics. Therefore, internees and employees

have wide range of opposite ideas. Sometimes the conflicts of ideas among

employees can lead to fight or violence which can hamper the smooth functioning

of an organization. Therefore, in order to reduce the conflicts among the employees,

the supervisor should establish a sense of understanding and co-ordination among

employees, which is lacking somewhere in some of the departments of DTTDC.

(v) Internet and technology

CR office store most of its data manually and performs very less with the help of

modern techniques like internet and other technology. This results in over-burden

of work on employees, complexity in working, time consuming etc.

4.4 Suggestions and Recommendations

(i) Neither the surveyed Information Centre nor the DTTDC could provide the

exact figure of tourists who approached the centre for any period except the

number of tourists who availed the conducted tours by DTTDC. It is suggested

that all the centres should maintain Tourist Visitor Register for all tourists

51
 visiting the centre containing detailed information of tourist such as name,

address, purpose of Journey, age, nationality etc.

(ii) A no. of visitors at all the centres felt lack of adequate publicity and display of

sign boards etc. about the location of the centre. Hence there is a need for

publicity of all these centre with neon sign boards, posters along with address,

arrows sign and phone number (if installed) so that tourist can contact the centre

easily.

(iii)DTTDC should not be so much dependent on income from liquor sale. It should

try to find out some other good sources of income.

(iv) The department should try to avoid taking projects, which have location

disadvantage like projects in remote areas because it leads to ignorance on parts

of tourist as they avoid going out of city.

(v) DTTDC should consider marketing its product so that awareness could be

spread among the target group, its consumers. Marketing Strategies like

advertisement could generate revenue by extending its market reach.

(vi) Once in a month, DTTDC could organize a team building exercises and fun

activities that can increase the unity among the employees and will keep them

motivated.

(vii) Popularity of brand is low which demands for high brand advertising to gain

large market share.

(viii)Company can try to bring changes in the working environment of the

organization to improve employee performance.

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4.5 Conclusion

I had an interesting journey of Tourism Department and it brought me closer to Delhi.

The department has lots of responsibilities for promoting “Delhi as a destination”.

Tourism is not merely a source of revenue, but it also portrays one’s city and Delhi

being capital of India means a lot to all of us. It is always being said that Delhi accepts

everyone but no one accepts Delhi. Many reasons could be given for this: Delhi’s winter

is bad; its summer is worse; it is one of the ten most polluted cities in the world. No

denying the fact that it has few deficiencies but it is also capital of world’s most

prominent developing country, so a centre for attraction. With its slogan “come as a

tourist and leave as a friend” DTTDC and the Tourism Department are trying their best

to attract tourists. However, it seems that DTTDC is straying off the path of promoting

tourism in Delhi, getting involved instead in activities like liquor sale and few loss

making projects. The Department’s refrain of, “We are fulfilling social objectives”

cannot be an excuse for every wrong decision made. The Department should not get

complacent after organizing a festival here and there, rather it should concentrate more

on firm activities like developmental activities, taking care of monuments and

providing good services to the tourists.

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