FINAL MERU services

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Services provided by “MERU” Taxi’s. PRESENTATION ON SERVICE SECTOR MANAGEMENT

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About “Meru” Modern, brand-new, air-conditioned luxury cabs. India’s first and largest radio taxi operator, it changed the way metered taxis operate in India. Round the clock availability of cabs backed by a location tracking GPS - based dispatch technology. This means a quicker pickup and faster response time to your call for a cab. Advance Booking available “on demand” by calling 24*7 customer care center by calling 4422 4422 , or through “SMS -a- Meru ” & “ Meru –on-the-Net”. Operated by environment friendly fuel, i.e. CNG A printed receipt for every fare, providing details of distance travelled and total amount payable.

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Vision of “Meru” “Our vision is to give urban commuters in India a world-class travelling experience, by using a technology that has evolved in developed countries over the past twenty years,”

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Entrepreneur A first generation entrepreneur, Mr. Neeraj Gupta created the finest radio taxi service in India under the Meru brand name. Under his guidance, now, Meru has become a synonym to radio taxi. His entrepreneur skills have made Meru, a single largest radio cab service in India with fleet size more than 5000 cabs operating in Mumbai, Delhi,Hyderabad & Bangalore. He has a simple mantra of success - self belief, focus on goal and giving 100 %. According to Mr.Gupta advice to budding entrepreneurs is the equally same. He says, " Avoid all shortcuts as they always lead to dead ends. It's only your hard work and true efforts that give result." Mr. Neeraj Gupta Managing Director

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Entrepreneur Neeraj Gupta is simply a commerce graduate from Mumbai university. Neeraj Gupta borrowed Rs. 50,000/-  to start a garage in 1998 from his wife. Started garage ‘elite’, which was meant for high profile clients. Started 1 bus for pick up facility for Tata InfoTech in 2000. Got the contract of Pick-in-facility for Sitel India, a BPO outfit floated by Tata InfoTech. By 2002, Neeraj was owner of few buses with a turnover of just Rs.11 lakh. August 2006, when Neeraj applied for taxi service license offered by the Maharashtra govt. Today, Neeraj is Managing Director of V-Link Taxis and owns a fleet of 5,000 vehicles including 60-odd buses with a turnover of Rs. 250 crore having operation in Mumbai, Delhi, Hyderabad & Bangalore.

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“Meru”-The Name The name is taken from ‘Mount Meru’, meaning center of the universe. This term is taken from the mythological belief rooted in Indian heritage. The name also defines the abode of Lord Brahma and a pantheon of gods and goddesses. According to the ancient texts, Meru Mountain was the epicenter of the Earth and when the churning of the oceans (Sagar Manthan) took place, Mount Meru was able to withstand all the resulting turbulence. Meru, the brand is reflection of its name.

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Investors In 2006, India Value Fund (IVF), a premier private equity fund, managing a corpus of over US $ 650 MM took an equity stake in the Company, with a view to creating one of the finest passenger transportation businesses in the country.

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April, 2007 – Launched in Mumbai with India Value fund advertising with 30 cabs. October, 2007 – Started pick up and drop from Mumbai chatrapati airport terminals. June, 2007 – Increased cabs from 30 to 200. July,2007 – Extend its pickup service to all areas within BMC limits. November,2007 – Launched driver training programs. March,2008 – Launched in Delhi with 250 cabs. April, 2008 - Launched in Bangalore with 500 cabs. May, 2008 - Launched in Hyderabad with 400cabs. September,2008– Launched, Meru for women: Safe, secure & convenient transport option December, 2009 - Launched credit/debit card payment options for Bangalore. February,2010 – Launched credit/debit card payment options for Delhi. Facts of Meru

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Launched credit/debit card payment

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Hindustan Times, Dec 2009

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Taxi Fare@Meru The Meru Taxi service is a licensed, metered taxi operation and is governed by the fares prescribed by the Department of Transport for your city. Mumbai Fare Structure Flag Down Fare (First Km) Rs.20/- Every subsequent Km Rs.14/- Waiting charge Rs. 0.50/ minute Night charge 25% extra on above from 12 am to 5 am Delhi Fare Structure Flag Down Fare Rs.15/- Every subsequent Km Rs.15/- Waiting charge NIL Night charge 25% extra on above from 11 p.m to 5 a.m

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Entrepreneur Awards During his journey with Meru Cabs, Mr. Neeraj Gupta was felicitated with, Entrepreneur of the Year Award by the Bombay Management Association (BMA) for his significant contribution in the Public Transportation and to provide high quality innovative transportation service. Udyog Rattan Award by the Institute of Economic Studies (IES) in 2007

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Excellence Award to his company given by Institute of Economic Studies (IES) Award from All India Passengers Association – Largest & Best Taxi Company in the Country Best Entrepreneur of the Year Award from All India Passengers Association. Best IT User Award to Meru Cab Company Pvt. Ltd. -Nasscom in 2008 & 2009

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“Business Model” Agent from companies go to the areas where drivers hang out, such as airport, parking lot, call centers, malls and then explain business to them. After and formal application successful drivers pay a refundable deposit and an application fees and undergo two weeks of training. The driver is then given a vehicle for which he has to pay a daily fees. Any profit after the fees and fuel expenses go to the driver.

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Driver performance is monitored through customer feedback and Global Positioning System (GPS) module fitted in the car. The operator owns the vehicles in the fleet and vehicles are bought in batches of 100-200 form various manufacturers. Drivers are assure a certain numbers of fares everyday. However, driver have to pay a fee if they take leave on a day of duty.

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Convergence @ cab Meru - has reaffirmed the belief that IT can be deployed in just about any domain, and can lead to phenomenal gains. Global Positioning System(GPS) General Packer Radio Service(GPRS) Mobile Data Terminal(MDT)

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Advertising @ Meru ‘ Cabvertise ’, registered trademark of Meru Cab Company is a unique media opportunity which helps brands reach their messages quickly and in an engaged manner. Meru Cabs travel to high traffic points like airports, convention centers , shopping centers , hotels, cinemas and business districts among others. Hence Cabvertise has the best potential of reaching millions of customers in a few times.

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Meru Easy v/s

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Competitors of MERU. MEGA CAB AND NORMAL TAXI. MEGA CAB Mega Cabs Limited operates Radio Taxi services under the brand name of " Mega Cabs ". The service is based on similar systems operational in Dubai, Singapore, London and other developed cities. Mega Cabs has mereged as the Country's largest network and has plans to further expand its operations to Ahmedabad and Jaipur Mega Cabs is part of the Rs. 500 Crore Group of Companies called GROUP MEGA engaged in a variety of business activities.

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Mega Cabs is one of the major operators licensed by the Delhi Government, Chandigarh Administration and the Punjab Government to run a Radio Taxi service of international standards in Delhi and NCR, Chandigarh, Panchkula, Mohali Ludhiana and Amritsar. Apart from these places, the Mega Cabs’ taxi service is available in Mumbai and Kolkata and will soon launch its services in Goa and Hyderabad as well.

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Mega Cabs is amongst the oldest Radio Taxi services in India. It was started in Delhi with the modest fleet of just 81 taxis in 2001. Launched in 2001 Launched a world class service in Chandigarh in May 2006 Added a new fleet of 200 cars in Delhi in early 2007 Launched service in Mumbai  in April 2008 Launched  service in Mohali in April 2009 Launched  service in Amritsar in May 2009 Launched  service in Ludhiana in June 2009 Launched service in Kolkata in July 2009

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Normal Taxis In India, most taxicabs, especially those in Delhi and Mumbai , have distinctive black and yellow liveries with the bottom half painted black and upper half painted yellow. In Kolkatta , most taxis are painted yellow with a blue strip in the middle. Taxis and all other commercial vehicles have a yellow number plate so charging taxes and toll in highways is easier for the officials. Delhi is the only city in India with taxicabs running only on Compressed Natural Gas. To hail a taxicab, you normally just wait on the street or go to locations called taxi stands. Taxicabs are referred to as taxis in India and the word cab is rarely used.

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Taxicabs in India are mostly Premier Padmini or Hindustan Ambassador cars but newer ones are mostly Tata Indigo(specially in the big cities). Most of these cabs do not have an air conditioning system. Depending on the city/state, taxis can either be hailed or are hired from taxi-stands. In cities such as Bangalore, taxis need to be hired from taxi stands, whereas in cities like Kolkata and Mumbai, taxis can be hailed on the street. There are additional surcharges for luggage, late-night rides and toll taxes are to be paid by the passengers. Taxis face stiff competition from auto rickshaws but in some cities, for example Mumbai, auto rickshaws are banned in the main city district, thus giving taxis a monopoly. This taxi is also a competitor of MERU taxi service. But now a days. Rich people and middle class people refers MERU taxi’s. Premier padmini Hindustan Ambassador

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Advantage @ “Meru” Thoroughly trained Chauffeurs in a smart MERU uniform, fluent in English and Hindi. Routine spot checks by our Patrol Vans to ensure highest standards of service. “Lost and Found”- GPS based tracking technology responsive tracking system in place so that any item left behind inadvertently in a Meru cab can be traced to the vehicle the customer used. Some basic amenities like maps of the city, wet wipes, clean bottled water and a limited selection of music would is offered to passengers using Meru services. Another feature the panic button that is installed inside the Meru car, which enables the driver to connect to the Control Centre in case of an emergency or mishap.

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A taxi most comfortable and with a pleasant ambience Electronic Billing system Time bound service Cheaper tariff rates compared to other private taxi services. Security to the customers due to GPS technology.

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Some best service provided by MERU.

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Company message If you wish to go out at any time during the day, you shouldn’t let the lack of appropriate transport facilities dampen your spirits. This holds true especially in a country like India. To serve this exact same purpose MERU has made sure that its taxi services are always at the public’s disposal. You can book a MERU at your own convenience using any of the following options. Via Call :- 4422 4422 Booking Online on :- www.merucabs.com Or via Email service:- booking@merucabs.com . .

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What next? Neeraj has plans to develop his company V-Link into an end-to-end transportation company as he mulls over entering into bus rapid transit system and looks forward to a private-public partnership in Indian Railways too. -Neeraj Gupta

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Case study Kool travels pvt. Ltd., a holiday company has been arranging regular holiday tours to Rajasthan. Kool travels had regular arrangements with maharaja hotels for accommodation of their tourists in jaipur. In December, 2005 Mr. Tejas and his family booked a Rajasthan tour package with kool travels and checked in maharaja hotel in the room allocated to him and his family. However Mr. Tejas did not like the room and decided to register his complaint about the room. In the mean time his wife, Pooja, switched on television and was greeted b a screen with maharaja hotel customer survey. Using the remote control, Mr. Tejas punch in his evaluation. To his surprise within two minutes of the receiving the electronic communication, the hotel manager called him to say that because the hotel was entirely booked this being a busy season, the room could not be exchanged, however the guest could expect a hospitality gift from the hotel for his inconvenience. The next day a garden facing room was available and the hotel manager offered the same to Mr. Tejas if he wished to shift. Mr. Tejas declined and told the manager that he and his family were quite comfortable in the present room.

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Question 1) Give you opinion about expected level of service in the case. 2) Analyses the service recovery in the case. 3) What would be the effect of this incident on the kool travels? 4) Why do you feel Mr. Tejas declined to change his room?

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