railway food safety
TRANSCRIPT
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I N N O VAT I O N SON
FOOD SA FET Y & QUA LI T Y
Prem Narayan, GGM (P&Q) IRCTC Corporate Office
Indian Railways Catering and Tourism corporation Limited
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Outline
Introduction Business Activities Challenges Food Safety & Quality Innovations
Control Systems Complaint Management System
Materials
Management
Conclusions
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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.
Introduction
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YearYear 20042004 -- 0505AuditedAudited
20052005 -- 0606AuditedAudited
20062006 -- 0707AuditedAudited
20072007 -- 0808AuditedAudited
20082008 -- 0909ProvisionalProvisional
Income/Income/TurnoverTurnover
127.10127.10 267.98267.98 433.54433.54 527.66527.66 590.00590.00
Gross MarginGross Margin 11.7811.78 35.2435.24 35.4235.42 41.5441.54 75.0075.00
Gross P rofitGross Profit 7.937.93 31.6431.64 30.0030.00 33.2633.26 60.0060.00
Profit after TaxProfit after Tax 5.215.21 19.7819.78 20.2320.23 20.7520.75 40.0040.00
DividendDividend 1.001.00 4.004.00 4.004.00 4.154.15 4.00 Interim4.00 In terim
(( RsRs inin CroresCrores ))
Financial Performance
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Business ActivitiesHospitality Services Onboard Catering, At Railway Stations, Packaged Drinking Water Outdoor Catering
Travel and Tourism Internet Rail Ticketing Tourism Products & Services Budget Hotels Hotel Booking/ Car Rental etc. Call Centre 139 Rail Sampark
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MISSION
To be the leader for providing high quality catering, tourism and travel related services
on
the
Indian
Railways
primarily
and
also
outside the Railways in the country.
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Challenges
Serving food to 10 millions passengers daily. Upgradation of pantry cars Upgradation of base kitchen infrastructure Trained Man Power
Food Production Service
Catering Services during late running of trains
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Catering Services at a Glance
Static Catering Food Plazas/Fast Food Units 53
Automated Vending Machine 750 Stalls 2950 Trolleys & Khomchas 3291
Book Stalls 698 Milk Stall 249 7918 Static units spread over 1008 no.
of Special A, A, B & C Category of Stations over Indian Railways network.
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Quality Control System
Five Zonal Offices headed by RD/GGMs and 10 Regional Offices headed by CRMs/RMs.
Five Zonal Control Offices & Central Control are fully equipped with Phone, Fax, PC with broadband connectivity with 24 x 7 working
Induction of Quality Control Professionals conducting onboard quality inspections.
Complaints Management System
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Quality Control Manuals
Manuals have been distributed to all Zones/Regions regarding standards to be followed in catering services: Base Kitchen
House Keeping Kitchen Stewarding Food Safety Assurance
Programme
Licensees have also been instructed accordingly.
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Monitoring through QCPs
Quality Control Professionals available over IRCTC network for monitoring quality of catering services.
Inspections in trains, base kitchens & food plazas.
Provide training to Pantry Car Staff on cooking and service.
To report shortcomings to the Zonal/Central Control.
Interact with the licensee in case of repeated deficiency in catering services.
Interact with passengers, specially complainants.
To project a positive image of IRCTC.
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Food Audit of Catering units
M/s TUV SUD South Asia, empanelled to conduct the food audits.Food Premises Audited for Performance of Concerned Facility Provider i.e.
Audit Scope
1.Personal Hygiene2.Cleaning and Sanitation3.Storage4.Food Safety5.Regulatory, Statutory and Safety Regulations6.Presentation7.Personnel/ Practices
Audit
Scope
1.Pest Control2.Infrastructure Facility
Audit Scope
For
Service Provider
Audit Scope for IR
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Catering units Audited
Units 2007 08 2008 09 Total
Trains 271 181 452
Base Kitchens 18 82 100
Food Plazas 11 9 20
Total 300 272 572
Repeated : M/E Trains - 76, Rajdhani 4, Shatabdis 6 &Base Kitchens 10
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Comparison of Avg. Score 86 Mobile Units
15.9 % 12.6 %
Service Provider related aspects related aspects
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Comparison of Avg. Score 10 Base Kitchens
24.2 %
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Potential areas identified for improvement
Upgradation of infrastructure facility Implementation of Good Hygiene practices while
serving/ handling food items. Storage of water in Covered Stainless Steel tanks. Separate storage of Veg. and Non Veg. raw food
items. Effective Pest Control. Training of Food handlers on Good Catering
Practices. Usage of branded items.
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Testing of Food Samples
Food Samples are also taken through
following sources on random basis for
testing.
Railway Health DepartmentFood Audit Agency
Short listed agencies during ISO certification
Outside agencies
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Customer Satisfaction Survey
On board customer satisfaction survey is being conducted through M/s IMRB International.
Broad aspects covered in the survey for on board experience:
Food &Refreshment
related aspects
Staff Behaviorrelated aspects
Linen & Bedrollrelated aspects
Compartmentrelatedaspects
OverallOn-board
Experience
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Customer Satisfaction Survey
Satisfaction ratings collected on five point scale. Excellent = 5 Very Good = 4 Good = 3 Fair = 2
Poor
=
1 Top 3 Box score: Summation of counts of passengers who rated their satisfaction levels as either Excellent or Very Good or Good
Onboard satisfaction rating is available for 402 mobile units already covered.
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Comparison of Mean Satisfaction Scores
Legends Round 1 Round 2 Round 3 Round 4 Round 5
Number of Trains 142 115 50 15 80
CompartmentRelated aspects 2.81 2.71 2.6 2.8 2.8
Food & Refreshmentrelated aspects 2.71 2.6 2.47 2.74 2.77
Staff BehaviorRelated aspects 2.9 2.81 2.83 3.11 3.18
Bedroll & Linenrelated aspects 2.88 2.85 2.69 2.89 2.96
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Comparison of Mean Scores over 5 Rounds
2.2
2.4
2.6
2.8
3
3.2
3.4
1st Round(142
Trains)
2nd Round(115
Trains)
3rd Round(50 Train)
4th Round(15 Trains)
5th Round(80 Trains)
Rounds
M e a n S c o r e s
CompartmentRelated
Food & Refreshmentrelated
Staff Behaviorrelated
Linen & Bedrollrelated
There has been a consistent improvement in the satisfaction ratings
3.11 3.18
3.18 2.832.9
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Action taken on IMRB Reports
The concerned Zones/Regions advised to monitor the trains.
Customer
Satisfaction
Score
is
discussed
with
Licensees for monitoring the services at their end.
Special Drives through Quality Control Professionals (QCPs) by the Zonal/Regional Officers.
Repeat survey is conducted to assess the impact of improvement due to steps taken.
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ISO Certification M/s RITES engaged as a consultant Aims at achieving quality standards in catering
services.
Trains, Base Kitchens & Food Plazas targetedCatering Units Base Kitchen Food Plaza Train Total
Upto 2007-08 23 8 2 33
During 2008-09 20 11 4 35Total 43 19 6 68
Departmental Rajdhani 2951/52, 2953/54 & 2301 02 recommended for ISO 22000 certification
ISO 22000 : 2005 4 1 - 5ISO 9001 + HACCP 14 1 - 15
ISO 9000 25 17 6 48
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Redressal of Complaints
Spreading awareness on rate & quantity of standard meal through colored Menu Stickers.
Pasting of menu stickers in Mail/Express trains. Complaints through Toll Free no. 1800 111 139 Web enabled Complaints Management System (CMS)
Telephonic
complaints
redressal through
our
Control
Offices 24 x 7
Now, details on Rate and Quantity of standard menu also available on e ticket.
Complaints through SMS under implementation
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Pasting of Standard Menu Sticker
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SMS/Toll Free Service on Complaints
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. System of complaints through
SMS on 9971111139 under trial.
OrLog on www.irctc.com
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Analysis of Complaints
36%
11%3%2%
12%
18%
18%
Nature of Complaints
Quality (36%)
Quantity (11%)
Bedroll (3%)
Hygiene (2%)
Over Charging (12%)Staff Behaviour
(18%)
Year 2008 09
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Analysis of Complaints
12%
40%
0.28%
13%
9%
26%
Action Taken on Complaints
Fine (12%)
Warning (40%)
Terminate (0.28%)
Counselling (13%)
Sugesstion Noted (9%)
Not Substantiated (26%)
Year 2008 09
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Shortlisting/Supplier Registration
Expression of Interest published for PAD and non PAD items.
Applications received from manufacturers scrutinized by screening committee.
Successful applicants fulfilling eligibility criteria are empanelled.
Govt. of India guidelines followed for SSI Units
registered with NSIC for their empanelment.
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Supply of Branded items
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Supply of Branded items
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Rate Contracts & MOUs
Rates Contract awarded for Aerated Drinks, Biscuits, Fruit Drink, Fruit Juice, Cakes, Chips
& PDW. Agreement with M/s Amul for flavored milk
products and butter in blister pack.
MOU Signed with M/s IOC for supply of LPG Commercial Gas Cylinders.
MOU under finalization for milk & milk products with M/s NCDFI.
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Introduction of Hamper System
Vendor Managed Inventory concept on the lines of JIT.
Hamper is a basket containing various branded grocery items in the required quantities enough for food productions of no. of portions for a particular menu
A,
B
&
C
for
a
day.
Food production is in the slabs named as A1500, B 3500, C 2000 etc.
A stands for Menu A & 1500 stands for no. of portions.
Hamper is delivered by Retail Chain Supplier a day in advance of food production in base kitchen.
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Various types of hampers
Rajdhani meal as per menu A, B & C 34
articles. Garib Rath 10 articles Staff meal of the base kitchen 17 articles
Pantry Car for food preparation 20 articles Contingency hamper 8 articles
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Retail Chain Suppliers
M/s Vishal Retails Ltd. (V Needs) M/s Aditya Birla Retail Ltd (More)
M/s Lal Mahal Retail Ltd. (365 Retail) M/s Express Retail Services (Big Apple) M/s Reliance Fresh Ltd. (R Select) M/s Home Store India Ltd. (Sabka Bazar) M/s Esvaran Foods Mills (P) Ltd (Sunwinners) M/s Madhav Super Mart M/s Vah Magna Retail Ltd. (Vahmagna)
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Advantages to IRCTC
Less stock in inventory.
Less pilferage Timely supply Quality product (branded) No blockage of revenue
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Advantages to Supplier
Entire requirement of grocery taken from one supplier
Payment made within 7 days of delivery on production of certified bills.
Entire supplies made in one lot. Purchase order is issued to supplier two days in
advance (Hamper wise i.e. A 1500, B 2000 etc)
Advance
planning
of
procurement
of
grocery
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Implementation
Rajdhani Base Kitchen at New Delhi & Patna
already
implemented Rajdhani Base Kitchen at Mumbai and Howrah
under implementation.
Departmental Cell Kitchens would also be covered under this system.
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Food Safety & Quality AspectsPersonal hygiene of staff Protective clothing
Safe drinking waterSafe serving, hand wash before & after handling foodPurchasing certified products like BIS, Agmarkcertification 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.
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Conclusions
Efforts are in place to upgrade infrastructure of base kitchens and stalls.
Encouraging our service providers for effective training to the food handlers
More catering units to become ISO 22000 certified Options open to Quality branded Service
Providers to join hands for mobile catering
Railways also requested for upgradation of Pantry cars and effective Pest Control .
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Thank you