TOTAL QUALITY MANAGEMENT
SUBMITTED BY MONIKA SHARMA TYBMS 2006-2007
SUMMITTED TO UNIVERSITY OF MUMBAI
PROJECT GUIDE : PROF . BHANU KRISHNAN
GHANSHYAMDAS SARAF GIRLS COLLEGE S.V. ROAD MALAD ! "EST # MUMBAI - $0006$
ACKNO"LEDGEMENT
I sincerely thanks my guide PROF BHANU KRISHNAN for providing providing necessary information and valuable guidance which help me in compiling this project in a much better manner . SUBRAMANIUM for being there whenever I need help and I would like to thank PROF SUBRAMANIUM provided valuable guidance guidance in this this project .
Sir and Assistant manager S.V.SHETYE of I most thankful to HR Manager THAKKAR Sir TATA POWER OMPANY Bori!a"i #ran$% #ran$% for devoting their precious times and shared information about TQM and how it is implement in the organization without which this project would not have complete .
I have tried to cover all the aspects of the project project and ever care has has been taken to make the project faultless .
I will be looking for such type of projects in near future and do my best .
This project has been complied in simple and lucid language so as to enable every reader easy to understand .
I am eagerly waiting for fruitful comments and constructive suggestions are most welcome to improve upon this project .
Suggestions if any are most welcome .
THANK YOU% MONIKA SHARMA .
INDE& S!."# ). /. 0. 2. i. i i. iii. ii. iv. v. vi. vii. a. b. c. d. e. f. g. !iii !iii.. a. b. c. d. e. f. g. h. i. A. 3. >.
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E&ECUTIVE SUMMARY This project contain the information about the topic 2 TOTA* (UA*ITY MANA+EMENT3 . This project introduces Tota" (4a"it5 Management it main"5 fo$4s on Ma"$o"m Ba"6rige Re7ort an6 ISO 0--1&,--- of 2 TATA POWER OMPANY3 and how it is implement in the organization and what are the strategy taken by them .
Total Quality Management is a continuous process of improvement for individuals groups of people and whole organizations . To improve the process therefore people must know what to do how to do it have the right method to do it and be able to measure the improvement of the process and the current level of achievement .
TQM is blend of technologies focus on four concept i.e. defect prevention continuous improvement focusing on the customer and a philosophy that Buality is not just a responsibility of an organization Buality assurances department but rather it is a responsibility shared by all TQM reserve our fiCation on inspecting to defect and focuses on practice that identify potential defects to prevent them from occurring .
TQM is still a philosophy emphasizing a continuous search for improvement and implementing actions to convert improvement opportunities to reality .
TQM emphasizes knowing our customer both internal and eCternal and focusing on satisfying their needs and eCpectation . The continuity stability and growth of a business depends upon its customers. TQM as an sub serves the institution goals . !eturns on investments market eCpansion high employee morale and delighted customers are some of the benefits of upgrading through TQM .
INTRODUCTION
The word total stand for whole or gross . The term Buality stands for degree of eCcellence and the word management stand for art of doing a particular work . Therefore TQM is art of doing the whole work in order to achieve a degree of eCcellence .
TQM in the organization by employee involvement or step to be taken by management to implementation TQM D1 i.8
%larify the goal and objective of organization .
ii.8
*ecide the philosophy of management .
iii.8
,ollow decentralization and delegation of authorities.
iv.8
*etermine the Buality standard and make as a rule of the organization .
v.8
Involvement the worker in the system of achieving and maintaining the Buality concept of kaizen Buality circle are useful in this area .
vi.8
Teach the worker the concept of house keeping .
vii.8
Import training to the worker to enhance their skill to maintain Buality.
Benefits of T(M &' i.8
&bility to be more competitive .
ii.8
Increased market share .
iii.8
%ost reduction .
iv.8
Increased fleCibility and responsiveness .
v.8
Simplified processes.
vi.8
Improved communications .
vii.8
-ess frustration and more satisfaction among the workforce .
THE ROLE OF TQM METHOD
Total Buality management can be implemented by putting into practice suitable TQM methods . =owever adopting the right kind of method is one of the most important jobs of senior management and degree of success obtained will depend on their knowledge and understanding of these methods . TQM methods are unlikely to be useful not used properly .
deals with Buality culture which is all about culture change based on desire to satisfy the customer and eliminate eCisting problems permanently .
(ducation and training are key factors in total Buality management including the process of learning TQM method . If team start to look at Buality management problem without proper training they will lose their way and become disheartened . If the Buality problem is not identified accurately and the TQM method selected for solution based only on data analysis then the problem will not be eliminated forever . In addition the Buality improvement process need to be managed by an effective leader to ensure that proper implementation is achieved . 5y applying TQM method properly and not fluctuating from one step to another before completion the Buality team will have a much greater chance of completing the task successfully .
The basic role of TQM methods in problem1solving for Buality improvement is to help to help to meet customer reBuirements . The methods also help to generate possible root causes and potential solutions and to use data and information to select the best options for managing Buality . To implement total Buality management it will be necessary to apply the method in ever aspect of business life .
IMPLEMENTATION OF TQM
Total Buality management process and implementation can be divided in three parts as follows D1 )8 Total employee involvement 7 T(I 8 /8 Aust in time 7 AIT 8 08 Total Buality control 7 TQ% 8
1.8 Tota" em7"o5ee in!o"!ement &' The basic thinking is the human should not be considered as robot or machine . They should be treated with respect and consideration .
&n organization has number of people working for a purpose . (very person has important role to play . #rganization will be the most effective if all employee work together and harmoniously to achieve common goal . T(I is achieved in through following methods D1 a8 Ho4se 9ee7ing &' #nly where by the departmental manager who does not follow the principle of housing keeping can be convenience by clicking the photography of it department .
,.8 ;4st in time &' It is a concept where time management is eCercise for the entire process right from procuring the raw material from the vendors till the sale of finished products to the customer .
0.8 Tota" <4a"it5 $ontro" &' Total Buality control is applicable to all the functions . Quality at work service information process divisional units people system and company has to be maintain at minimum cost . This process consist of evaluate actual Buality performance compare actual performance to Buality goals act on the differences. = ( Too"s &' i.8
Statistical data
ii.8
$areto diagram
iii.8
%ause and effect diagram
iv.8
=istogram
v.8
Scattered diagram
vi.8
%heck sheet
vii.8
%ontrol charts.
TATA PO"ER COMPANY INTRODUCTION Tata power was ranked for its continuous effort to transform the :; years old power utility through a combination of cost reduction steady growth and change in attitude into a more consumer1friendly place in a highly regulated environment. Tata power as been selected among the top )0 best managed companies in India by business today.
The tata has always been a value driven organization these value continue to direct the groups growth and business. the five core tata value under the way they do their business
areD / I(,13(4D we must conduct our business fairly with honesty and transparency everything we do must stand the test of public scrutiny. 2/ +5,('531: we must be caring show respect compassion and humanity for our collogues and customer around the world and always work for the benefit for the communities we serve. / E8,**,8,: we must constantly strive to highest possible standard in our day to day work in Buality of good and services we provide. $/ U3(4: we must work cohesively with our collogues across the group and our customer and partners around the world to build strong relationship based on tolerance and mutual co1operation. 6/ R,93;3*3(4:
we must continue to be responsible and sensitive to the
countries communities and the environment we work always ensuring that what comes from the people goes back to the people many times over.
Q+'*3(4 9*384 < (=, ('(' 9>, ('?33 '5 53(3;+(3 53)33
we at transmission and distribution division of the tata power company limited are committed toD . provide reliable Buality power at most competitive price 2. constantly strive for eCceeding customer eCpectation . ensure safe and healthy environment for employees eBuipment and community $. we shall comply with reBuirement and continually improve the effectiveness of Buality management system
Q+'*3(4 ;@,8(3), . maintain eBuipment availably higher than ::.43K 2. improve average restorations time to affect customers%.&.I.*.I.J from // minute to /; minute . reduce average duration of interruption per customer per year reliability indeC from 24 min to 03 min $. maintain supply voltage within limitsvariation of L1 >KJ . reduce T E * operation cost by );K 6. continually upgrade employee skills to adapt the change 7. have concern minimize inconvenienceJ for the community during eCecution of work . continually improve system to become an eCcellent organization The above objective shall be received half year the above target are at all T E* level
D,9'(?,('* +'*3(4 ;@,8(3), 9,'(3
F+8(3'* +'*3(4 ;@,8(3),
M,'+,
. Monitoring E controlling of operation -ogged value of parameter logging of corrective measure taken .
parameters
2. (nsuring heal thinness of eBuipment
*efect register entries check list entries
by timely detection of abnormalities
. Increasing availability of eBuipment Measure
taken
during
emergencies
to
by normalization during tripping of
restore normal in minimum possible time of
eBuipment lines and outage
normalization.
$. $reparation
and
storing
of &vailability of operational data
operational database
. (nsure reliability and safety correct and safety operation
&ccident free operation no wrong operation safety practices
6. %ontinual improvement
TATA BUSINESS E&CELLENCE MODEL T.B.E.M./
T.B.E.M. 9+9, . To help improve organizational performance and business eCcellence practices capabilities result . 2. To facilitate communication and sharing of best practices information among tata organizations of all types .
. To serve as working tool for understanding and managing performance and for providing guidance for planning and identification of opportunities for learning and improvement .
T.B.E.M. GOALS : . *elivery of ever improving value of customers contributing to market place success 2. Improvement of overall organizational effectiveness capabilities resulting in enhancing to all other stake other . #rganizational and personal learning
)33 < (=, +'*3(4 . To be an eCcellent and efficient organization 2. To be a significant player in the national power sector . To participate in adjacent infrastructure business that provide opportunity for the growth $. To be the best in the tata group
?33 < (=, +'*3(4 Improving the Buality of life
)'*+, . %ustomer driver 2. !esult oriented with professional work culture . &bide by tata code of conduct $. (arn trust through fair business practices with all stake holder . 'rowth with environmental protection and enrichment
6. %orporate citizenship
QUALITY COST REPORT SR. NO.
PERFORMANCE MEASUREMEANT
TARGET 200$-200
ACTUAL 200$-200
TARGET 200-2006
*I&'"#STI"' T(STI"' #, (Q+I$M("TS
:3K
4;K
:3K
*I&'"#STI"' T(STI"' #, $!#T(%TI#"
:3K
4>K
:3K
.
*I&'"#STI"' T(STI"' #, SST(M $!#T(%TI#"
);;K
4:K
:3K
$.
%#MMISI#" #, (Q+I$M("T E $!#T(%TI#" S%=(M(S
:3K
:3K
:3K
,.*.!. &@I-&5I-IT
);;K
::K
);;K
6.
T(ST I"ST!+M("T &@&I-&5-(
:9K
:4./K
:9K
7.
T!I$$I"' *+( T# =+M&" (!!#!
"I-
"I-
"I-
. 2.
.
COST OF POOR QUALITY C.O.P.Q./ REPORT %.#.$.Q.J company wide capturing format used for T.!.* . %.#.$.Q.J to be captured under following two major head A. cost of non conformance B. cost of conformance
A. 8( < 8<?'8, ./ I(,'* <'3*+, 8'+, ,*'(,5 8( ,> ,9'3 8( 5+, ( 3(,'* 8'+, ,or eCample 1
' / (.Q.&.'. relay improper co1ordination relay maloperation ; / "on conformance to operating instructions 8 / "on conformance to maintenance work instruction etc . 5 / "on conformance due to inadeBuate specification in power operation by engineering department
.2 / E(,'* <'3*+, 8'+, ,*'(,5 8( - ,> ' / #.(.M. poor Buality inadeBuate material fabrication assembly design B.a. B.c. %ausing earlier failure ; / #.(.M. not informing product modifications incorporated . . / A99'3'* 8( Testing appraisal cost to attend failure rework 1 eCample 1 #.(.M. engineer services etc
B. COST OF CONFORMANCE 2. / $reventive cost 1 cost incurred to prevent recurrence of failure fault for that station and other stations for similar eBuipment . 2.2 / &ppraisal cost 1 cost incurred to test appraise for case where failure not occurred
C.O.P.Q. / 8( 5+, ( 3(,+9(3 <8,5 +('1,
&
S!. "#.
*irect cost repair rework to attend occurrence forced outage outage description
Man days
Man day %ost
Transport %ost
Total cost
causes
.
2.
.
5.
)); kv bus fault zone 1) on )/);>
Tripping of )) kv vasant utsav f) feeder
3
0;;;
"il
)3;;;
(Cternal
/
>;;
"il
)/;;
(Cternal
/
>;;
"il
)/;;
(Cternal
Tripping of )) kv vasant utsav f>
Sr no
#%%+!!("%( ,#!%(* #+T&'( *(S%!I$TI#"
-#&* M< S=+T *#<"
I"T(!+$TI #"
Mwh not supplied
%ostloss rate rs. /p.u.
causes
.
2.
.
)); kv bus fault zone 1 ) on )/ ) ;>
2;
;.))
2.2
99;;
(Cternal
Tripping of )) kv vasant utsav f) feeder
;./3
0
;.43
)3;;
(Cternal
Tripping of )) kv vasant utsav
;.3
)>.3
9./3
)>3;;
(Cternal
QUALITY PLANNING AND QUALITY IMPROVEMENT
QUALITY IMPROVEMENT .
!enew focus on growth in generation capacity
2.
!estructuring of business development E project function to new growth opportunities
.
Setting target in &.5.$. which are more stretch than M.(.!.%. reBuirements
QUALITY PLANNING .
%entralized control room with remote operation
2.
*istribution automation of customer substations
.
*iversion of nallahs to increase hydro generation
$.
5road band on power line
COSTS ASSOCIATED "ITH INSPECTION AND TESTING @endors contractor are selected through a well defined selection process with emphasis on Buality management process at suppliers end . In cases of branded off the shelf type of items vendors certified by #.(.M. original eBuipment manufactures
J through their vendor authorization programs all selected . thus doing away with the need to eCpend resources on certification vendor Buality .
@endor rating system has been introduced for tracking the performance of the vendors . cost of poor Buality is being tracked analyze rework and defect and to minimize the cost.
BENEFIT THROUGH TATA QUALITY MANAGEMENT
. Improvement in %.&.I.*.I. 2. Improvement in reliability and Buality of supply at customer end
. !eduction in failure there by improving reliability $. !eduction in cost of power to customer . Improvement in the availability to the customer meeting customer eCpectation 6. !eduction in auCiliary power reduction from )/.>>K to );.:9K 7. hunting load customers Buires can be taken by T.$.%. there by reducing the dependence on the state grid and making the power withdrawal from ?.$.T.%.-. to zero minimum impact of the outage to the customer
TECHNIQUES USED FOR TOTAL QUALITY CONTROL FISH BONE DIAGRAM
ROUTE COST ANALYSIS
MEN
METHOD S
COMPRESSOR E&CESSIVE RUNNING
MATERIAL
MACHINE
MEN A. Moisture from compressor is not regularly drained B. -ack of knowledge about overhaul method
MATERIAL Quality of material should be improved
MACHINES A.
,reBuent failureNs of control circuits of compressor starting and stopping . ,ailure of pressure switches for starting and stopping 2. ,ailure of contactors and single phasing of switches . . *ripping of setting of pressure switches
B.
,reBuent leakages from loose pipes used for air inlets of air blast circuit breakers and defective non return valves of air blast circuit breakers
?,(=5 A.
(Cisting maint practices not sufficient
B.
%onditioning monitoring is not adeBuate
ADVANTAGE OF FISH BONE DIAGRAM . $rocess is define systematically . 2. Simple to understand . . Several time ask the Buestion G why G till they donNt get the answer $. +se to find limitation
TECHINQUES BASED ON MALCOLM BALDRIGE REPORT
ASSESSMENT YEAR 200- 2006
REPORT ON MALCOLM BRIDGE FOLLO"ED TATA PO"ER
SR.
LINE OF BUSSINESS
TURNOVER
NO.
FY0 IN
PERCENTAGE
.
$#<(! 5+SI"(SS
RS CRORE/ 0>42
:0.3K
2.
ST!&T('I% (-(%T!#"I%S
>/
).>K
)92.3
2.4K
*I@ISI#"
.
$#<(! SST(M *I@ISI#"
T=, ;'*531, '>'5 ,'?3, (=, +'*3(4 < ' 1'3'(3 '8(3)3(3, 3 ,),'* 8'(,14
. -eadership
2. strategic planning . customer and market focus $. measurement analysis and knowledge management E information E knowledge management
. human resources focus 6. process management 7. business result
. LEADERSHIP =ighlights leaders role in setting and communicating vision value and focus on customer and accomplishing organizationNs objective
A. SENIOR LEADERSHIP STAKE HOLDER
CUSTOMER
DEVELOPMENT
RECENT
RATIONAL
MECHANISM
IMPROVEMENT
IMPROVEMENT
.%ustomer meets
*esigning and implementation of customer portal
2.customer focus group
@isits of customer groups during major activities at T$% like 3;; M< unit overhaul To proactively satisfy
.%ustomer opinion
Inclusion of opinion leader
Bueries related to
leaderNs meet
communication
reliability during customer meets and building relations
$.-evel of customer contact plans
$articipation of senior leader in the customer meeting cascade
.%ustomer value improvement program
SUPPLIER
Supplier meet
Supplier meet also at divisional
%ommunication regarding
level
T%#% T$% future plan and other area of common interest
=alf yearly supplier survey together inputs on their survey together inputs on
,ormation of complaints E
Speedy resolution of
grievances cell and vendor portal
complaints
as additional mechanism of
S=',=*5,
their alias of concern
access and information
=alf yearly and yearly
=alf yearly result communication
?eeping shareholder
report
introduced
informed about T$%NS future plan
INVESTOR
Investor forums seminars Initiated in fy;3 /0 meeting
Image building support
conference
for growth initiative
interaction annually
. %ontinued focus on enhancing and improving the eBuipment system and network reliability refuilishment and replace programs leveraging the new technology
2. Strategic plan for sustenance eCample generation capacity addition coal block etc. . ,ocus on developing technical managerial and leadership competencies $. $articipation by senior leaders in training program - M.*. as acted as faculty on tata group level workshop on project management . $articipation by senior leaders in training program 6. !egular risk assessment and preparation of risk mitigation plans 7. ?nowledge management . (nvironment management and %.S.!.
PERODIC REVIE" OF PROTECTION SCHEMES TO ENSURE CONTINUED EFFECTIVENESS
ADVERSE IMPACT PUBLIC CONCERN
. !eliability of power
MEASURES
KEY PRACTISES
A.
supply
,orecast demand growth and
'eneration plant availability )K
address shortage B.
%ontinues improvement in #EM practice to ensure high reliability
C.
Scheduling of plant eBuipment outages during low loads
D.
5uilt in redundancies TE*
Indices like %&I,I %&I*I S&I,I S&I*I
Transmission line availability
eBuipment E.
power purchase during shortage
-oss of scale due to forces outages
2. -oad shedding
A.
planned and power interruptions to partial consumer under low freBuency conditions
B.
Segmentation of on consumers based impact on business and
"o. of under freBuency load
public services
shedding operation
*esign of graded load shedding scheme for minimizing power
"o. of times critical consumer got
interruption to critical consumption
shut down
"o. of block outs saved
. 5lock out total interruption of power supply to all consumer J
A. Islanding scheme to isolate Mumbai
systems block outs
customer from grid disturbances B. Stand by power arrangement with M.S.(.5. C. $eriodic review of protection scheme to ensure continued effectiveness
Time taken to restore supply after a block out .
2.
STRATEGIC PLANNING
Strategy development has been rewritten to clearly address the key aspects of strategy developing including ability to eCecute the strategic planning . In contrast consumer of tata power continue to enjoy uninterrupted supply of Buality power J STRATEGIC OBJECTIVE STRATEGIC STAKE
KEY REQUIREMENT
OBJECTIVES
HOLDER
. %+ST#M(!
!eliable uninterrupted power supply at competitive rates
). -ow cost generation capacity
/. $eaking power availability
0. (nhancing value to customer
2. I"@(ST#! &"*
#ptimum returns
). 'rowth to capacity addition entry into adjacent business
S=&!(=#-*(!
/.
. (M$-#((S
(mployee growth and development
#rganization transformation
'rowth through capacity addition entry into adjacent business
%hallenging work environment
#rganization transformation
'rowth and prosperity
). 'rowth through capacity addition
$. S+$$-I(! &"* $&T"(!
entry into adjacent business
. community 'ood corporate citizenship
). %.S.!. initiative
. CUSTOMER AND MARKET KNO"LEDGE FOCUS
,ocus on customer complaint data and organization process for minimizing customer dissatisfaction and less of repeat business . %ustomer and market knowledge has an enhanced focus on identifying current and potential customer for both eCisting and new products and services . T$%NS market development process is and process in the customer value chain starting with market identification till developing new initiatives . The market department has reviewed and refine to take care of new emerging market as S(5S traders open access customers and distribution circle .
P8,
N'?, <
3?9),?,(
98,
. MDP2
Segment market and
%riteria for market attractiveness and internal
customer base
capabilities are clearly defined growth potential of segment also included in the analysis .
2. MDP$
. MDP
$. MDP7
*evelop business
!educe tariff to direct customer of T$% new
plans
ht residential tariff .
"ew customer
Targets are taken monthly and reviewed
acBuisition
Buarterly.
Manage customer
%ustomer contact plan monthly customer
ac
coordination meeting sharing of complaint coverage of wider cross section of employees in customer coordination focus group key ac manager meeting 7?&M8 customer value improvement program
.MDP
%omplaint
%omplaint escalation K of time T$% meets
management
customer services standards added in bad measures complaint analysis shared with other division about 0;K of sustains covered under distribution automation to reduce restoration time new web based system for complaint management for call centre.
SEGEMENT MARKET AND CUSTOMER BASE
3#
START
Market information and industry trend from MDP1 cassify customer and market
Customer detai from MDP!
Anayses com"etitors market segment tariff com"arison
1.List segment 2.Segment characteristics
Anayses geogra"hica area to understand e#isting distri$ution net%ork customer density Revised marketing segment
ii8 STRAT&'(C
MDP1 Deveo" market outook and scenarios
MDP) *ormuate actiona$e strategies and "ro"ose investment
TACT(CAL
MDP2 Segment marketing and customer
MDP+ Deveo" $usiness "an
,P&RAT(,-AL
MDP! -e% customer acuisition
MDP/ Manage customer a0c
MDP Com"aint management
MDP (m"ementation and interna ogistics
MDP3 *ormuate ne% initiatives
T$% user G Manage $4stomer a$$o4nt 7ro$essH to built and strengthen relationship with customer. T$% interacts customer through many form in order to built relationship and to understand changing reBuirement future plans. T$% use multiple channels to provide access to customer to seeks information conducts business and lodge complaints. &ll customer are well informed about contact central control room and fault duty maintenance engineers. In addition !(- and 5(ST have provide with microwaves communication facilities to contact any of receiving station -*O %%! . %ustomer contact reBuirement and gathered through direct customer interaction by the divisional service staff and feedback received through various post %SS also specifically check for customer preference on various customer contact mechanisms some eCample of improvement in access mechanisms are provision of additional mobile phone to #EM engineer and web based complaint management system .
(ffectiveness of the call centre and all other access mechanisms in assessed through the happy call survey and %SS .
ACCESS MECHANISM
STATION LICENSES
AVAILABILITY
LANDLINE MOBILE
FAX
E-
AREA L.D. M.C.R. ENGINEERING DIVISIONAL
TIME 2+ 4RS ,**(C& 4RS ,**(C& 4RS 2+ 4RS
√ √ √ √
CONTROL
2+ 4RS
√
ROOM CALL
2+ 4RS
√
CENTRE YEL FAULT DUTY
2+ 4RS 2+ 4RS
√ √
√ √
√
ENGINEER CONSUMER
,**(C& 4RS
√
√
√
√
ENGG . DEPT PLANT LEAD
2+ 4RS
√
√
√
√
VSAT
WEBSITE
MAIL √ √
√ √ √ √
√ √ √ √
√
√
√ √
MAINTENCE CENTRAL
√
√ √
T$% user 2om7"aint management 7ro$ess3 is to ensure prompt and effective resolution of customer complaint.
complaint as well as . &ll complaint whether received directly or through control room are collected at call centre for analysis . In %$$O I$$ all complaint are received by control room . (ach control room maintenance a complaint register and complaint are immediately recorded and to concerned authorities to takes prompt and suitable action . The eCisting software at call centre has been replaced recent by a web based software which is accessible to all in the customer service response chain with restricted access . This will enable on Pline monitoring of complaint status . The complaint data is reviewed in monthly meeting with departmental heads and suitable to avoid recurrence .
Ca centre "hone inform fied duty en ineer
CCR nodes5 contro room of receiving station
CR ce 6%ritten interact %ith concerned de"artment7 Action $y res"ective de"artment
(n case of critica com"aint higher eve aso informed
Attend com"aint and inform
complaint attended by
%! cell
*O( and informed call centre
If not call centre escalates
If not %!! escalates if not /nd
complaint upto 2 level of
escalation
escalation .
%omplaint attended by *O(
%omplaint attended
and informed call centre
%ustomer informed and confirm
Inform customer
to be satisfied %all centre updates record and
%! cell updates record and generates
generates MIS
MIS.
!eview report and analyses
!eview report and analyses complaint
complaint
,eedback to all concerned to
,eedback to all concerned to avoid
avoid recurrence
recurrence
Revie% in CCM and action "an "re"ared
Input to =!
(n"ut to engineering for design revie%
To (Q& for system reliability studies.
%ustomer satisfaction and dissatisfaction survey are conducted on various attributes of product and services Buality . $rocess use for survey is broadly same for different segment . =owever Buestionnaires are designed to reflect difference importance of various attributes with respect to different segment . Survey is designed to capture information on customer satisfaction and dissatisfaction . T$% has this year changed the model from orgNs (Q model to Metric model . This model help to find out the satisfying and delighting attributes separately for each customer segment .
M4m#ai Area& %SS cover customer to all major competitors and main utilities i.e !(- 5(ST and MS(5 . T$% also conduct winloss analysis feedback from opinion leaders
also help to identify area of improvement findings of these surveys are converted in action plan for implementation benchmarks comparison of best utilities.
C+(?, '(3<'8(3 +),4 98,
8uaitative discover "hase 6Customer reuirement survey7
Attri$ute %ise uestionnaires deveo"ment
Customer intervie%s
&nalysis of data
Reative im"ortance of each factor
Satisfaction0 dissatisfaction eve of TPC and com"etition an each factor.
Reative rating of TPC 90S Com"etitor on each factor
A i n t c o
n " a
r " r i n " e a t a o
e y n a d d " o m n e t
T A T A P , : & R M A R ; & T S & ' M & - T S
Distri$utors 6/!< of "o%er demand7
Long term $uyers
Consumer
Short term $uyers
4igh voume 621< of "o%er demand7
S(5S
Lo% voume 6+< of "o%er demand7
$ublic utilities L ( C & S & &
!(-
T$T% %aptives Industry 7T&T& ST((-8
5(ST MS(5
T!&*(!S 7"(< segment8
Lo% tension 0 industries= commercia
-ager 7Industry commercial users8
?$T%*@%
(Cclusively service by T
%$Residentia
Service by T$% and others %hange over open access. ,P(-(,- MA;&RS
ARC4(T&CTS
C,-S>LTA-T
?>(LD&RS
$. MEASUREMENT % ANALYSIS AND KNO"LEDGE MANAGEMENT AND INFORMATION AND KNO"LEDGE MANAGEMENT
It added emphasis on the purpose and use of the result of analyses and review including strategic decision for organization . Information an6 9no>"e6ge management & It is a new area to address on data Information and knowledge Buality in recognition of challenges all organization face in this area . This item also now addresses the availability of data and information in the event of an emergency . Meas4rement ? ana"5sis an6 re!ie> of organi:ationa" 7erforman$e &
#rganization
performance is tracked through #$MS 7#!'&"IS&TI#" $(!,#!M&"%( M(&S+!( $!#%(SS8 . The measure for which are derived from strategic objective . #peration data information is aggregated and made available to senior management through G *aily operation and statistics reportH.
Sr.no
).
/.
$erformance
Sources Methods
#rganization
Improvement
!ationale behind the
parameters
%ollection
performance ?$M
carried out in
improvement
*epartmental
reviewed 5usiness area
, ;> 5usiness
To monitor business area
S&$ report
wise sales
area wise
wise performance for
average tariff
drill down for
better control and timely
operation profit
sales.
action plans to achieve
area ,inance
%ustomer
Through various
cost of capital.
competiveness in financial
%ustomer
performance To identify dissatisfied and
%ustomer
0.
Internal
report in sap
satisfaction indeC
dissatisfaction !educe complaint
customer surveys
*issatisfaction
resolution cycle time and
complaint
indeC %omplaint
management
indeC.
&nd complaint indeC added &s ?$M.
system %ontrol room logs
&vailability indeC
$reserving
To accelerates capeC job
S&$ report
control
asset base
and to strengthen the
departmental
effectiveness
capeC and
governances system and
reviews
indeC 0S%!
reduce risk
proactive approach for
targets coal
control
statutory comp lances .
consumption
effectiveness
#EM cost fuel
indeC added
no. of complaint
cost %!S 2.
3.
'rowth
!eview at
assurances . Status milestone
globalization
leadership level
achieves for
performance
efforts on substances and
&nd
fibers regulators
generation and
parameters
(Cpansion activities .
regulator
order and
transmission
added.
management
communication
capacity addition
-earning
(mployee
captive coal . (mployees
Taken
,or leadership
and growth
engagement
engagement indeC
management
development.
survey T5(M
talent
$$M for
assessment M5(
management $$M
future leader.
survey .
,or future leader M5( assurances T5(M score
"ew
To focus organization
&nalysis data and information based on ?$MS is carried out using different methods like variance analysis cause effect waterfall diagram cost benefits. These analysis are presented during organizational performance review to senior leaders departmental head as mention in neCt page table. The developed action plans with result analysis and communicated to relevant division department working groups through leadership to enable decision making result of analysis regulatory charges new opportunity action plans etc are shared to suppliers and partners during customer vendor meets and regular interaction for effective performance from them in future transaction .
?$MS
Method
Strategic
&nalysis
used for
objectives method
&ction
(Cample of improvement
!esult
!esult related
plan
made based on review
related to
achievement
obtaining
supporting finding
achieveme
information
objective
nt of strategic
). fuel
!eport from !einforce
@ariance
Sourcing
plans !eliable
cost
fuel dept.
current
and
cheaper
fuel cost in international
and reduce
alternate
belga
supplier
business
cause
reliable
market search of
cost of
supplier who is
mJ
interaction
low cost
effect
fuel
alternative reliable fuel
fuel
reliable and
generatio
monthly
suppliers reduced
&ble to source
cheaper
n
review
transportation cost
compared to international
/. fuel
!eport from !einforce
@ariance
Sourcing
In view of falling trends
&vailability
market ,uel made
cost
fuel dept.
current
trend
reliable
from local refinery
of fuel for
available
tromb
supplier
business
analysis
fuel
imports initiated
generation
through
ayJ
interaction
low cost
alternate
generatio
monthly
source
n
divs. #EM and strategy
%ost
!eport
!einforce
review %ause
of fuel
from fuel
current
effect
reliability
for
dept.
business
monthly
and
e on other
tromb
low cost
review
reduced
contractor
ayJ
generatio
fuel cost
in coal
%onsu
Monthly
n !einforce
@ariance
!eduction
supply Improve in
Minimum
mer
marketing
current
causes
of
%&I*I from
duration of
interru
information
business
effect
consumer
/9.3; min
interruption to
ption
system
enhance
analysis
interruptio
in ,;3 to
consumers
duratio MISJ
value to
monthly
n
/3.:3 min
n and
customer
review
freBuency
in ,;>
reliabil
and
and
ity
improve
reliability
reliability
indeC from
report
(nsure
!educe cost
started at trombay
dependenc
of fuel
"etwork modification on
2/.24 in ,;> to 2/.:: min in ,;2
*ata and information is made available and accessible on need to know basis to various stakeholder .
Stakeholder
, ( T A C S A R T , ( T A C S A R T , ( T A C S A R T
%ustomer
Supplier
$rocess of
*ata and information
'athering
"eeded
reBuirement %ustomer co1
%omplaints billing
ordination
$ayment Buires
, ( T A C S A R T
&vailable through
Transactional
%ustomer portal call seminar
meeting
customer visit
Supplier meets
#rder information
Transactional
Meets S&$. (1M&I-
&nd interaction
,orecast
Strategic
telephone faC %ommunication @endor portal $ersonal visits Supplier meets.
(mployees
#pen dialogues
,unctional and
,unctional
S&$ people
,ocus groups
administrative
Transaction
$ower new
strategic
letters
%ommittee
, ( T A C S A R T
Types
meeting. Investor
$artner
transmission line.
Investors
,inancial result growth
#perational
Quarterly result
meets &'M
plans Bueries
and strategic.
&nnual report
Investors visit.
websites
Interaction
Transactional
feedbacks.
Strategic
centre
,unction
meetingsreviews
T R A S C A T
(, -
T R
A S C A T
(, T R A S C A T (, -
T R A -
S C A T (, T R A S C A T (, -
Interaction S&$.
Improvements carried out this are pay slips are now available in electronic format with intimation through (1M&I-.
.HUMAN RESOURCE FOCUS
The item in this category have an added focus on how work system and employee learning reinforce accomplishment of organization action plans and retention of critical organization knowledge. T$% has undertaken several initiative
to promote high performance work culture .
Some of include D1 a. Setting goal and eCpectation . b. Introduce $$M process to identify and groom talent . c. Introduction of scientific tools to assess potential and aptitude at entry level and aptitude at entry level and ascertain job fit. d. !estructured performance reward policy . e. To promote improvement through team activity. f.
!eward and recognition.
T$% has adopted
following initiative in its work system to promote co1operative
empowerment agility and innovation are D1 Migration towards a team based cultures 1 %ross functional team are formed at two level i.e. %orporate level to address organizational level problems . These teams are empowered to suggest and drive change in work processes. Innovation is primarily driven through the 0S%! Initiative . Suggestion schemes and small group activities Buality circle are other are mean to encourage innovation and team work. Aob !otation1 Aob !otation addresses objectives such as leadership development meeting organizational needs an opportunity to individual to manage their own careers. In meeting these their own careers . In meeting these objectives job !otation is linked with the $$M process and an online job posting mechanism has been introduce to encourage people from within to manage their career paths.
*elivery Method -ecture %ase studies !ole plays =ands on training
Training program &ll training programme with class room set1up. ,inances for senior manager basic of finance. $resentation skills *evelop your own potential. TechniBues 5reaker maintenance workshops #(M training welding TechniBue.
Simulation
5usiness simulation games Simulator training $S awareness
#n the job $roject based
MS offices. %ontrol room training *eputation to outage job. $roject management %,TS'& on specific project.
learning *istance learning Seminars and
? =+5 ?nowledge portal. "ominations to vital seminars and conferences conducted by reputed
conference #utbound training @ideo session Mentoring 'roup *iscussion
#rganizations and institutes . #utbound team building Industrial safety 5ase level awareness session. Induction system for new entrants 7'uide for every individual8 Team 5uilding *evelop Management potential.
6.PROCESS MANAGEMENT
It has new area to address on operational planning . This area focus on financial planning resources as well as process for continuity of operation in case of an emergency.
)esign of !a"4e $reation 7ro$esses *esign
of
value
creation processes
translates into
eCpansion
refurbishments
modernization and improvement and to #EM process and meeting customer reBuirement in these areas while designing the value creation processes efficiency and effectiveness factor such as cost cycle times consideration for new technology.
(n"uts from markets= customer= statutory= strategy "anning A?P
Transating deivera$es in ocation "ans and revie% then feed$ack mechanism
Performance measures vi@. cyce time = cost v0s target.
Track measures and changing reuirements revie% and feed$ack mechanisms
5$"e time ? Pro64$ti!it5 an6 $ost $ontro" #EM processes are constantly Monitoring cycle time of various sub processes such as overhaul time Buantity of coal receipt etc. To identity opportunity for improvement. $rocess performance improvement have been achieved through benchmarking . *ue to this capital overhaul and startup periods have been steadily reduced and luster capital overhaul period // days for 3;;M< coal fired. This was facilitated by various improvements in outage management and safety compliance. E@am7"e Improved productivity use in average coal receipt by critically reviewing and modifying system by the #EM team . &doptions of condition based maintenance approach as compared to periodic preventive maintenances work has resulted in optimum resource utilisation and reduced eBuipment down time . T) &' i8 Pro$ess of 7re!enti!e maintain of ,,9! &ction plan identified
Improved preparation before breaker is to taken out for maintenance !eduction in inspection and general cleaning time %onsidering the system of safety taken 5enefits %ycle time reduction from )3; minutes to )/; minutes
ii8 Pro$ess of re7"a$ing an6 transformer to re64$e 6o>n time &ction plan identified Storage of spare and transformers of these more location in tested communication of status to all. !ound the clock accessibility of spares and review of test to minimized time . Standard of transformer and relay setting 5enefits %ycle times reduction to )>hrs from 0>hrs.
iii.8 5$"e times to atten6 HT %ig% tensionC $a#"e to fa4"t to in$rease re"ia#i"it58 &ction plan identified Increased working hrs !esident cable ("'' at receiving station and material storage at 0 more receiving station. 5enefits Target reduction in cycle times from 4 days presently to 0 days.
HY)RO i.8 Pro$ess of 6ai"5 7erforman$es re!ie> &ction plan identified Improvement in aggregation and reporting mechanism for daily performance 5enefits 5etter performance on key parameters due to renewed focus and internal competition.
ii.8 For$e6 o4tage &ction plan identified Semi annual technical audit of division 5enefits Improved availability of the units.
iii.8 Unit start 47 &ction plan identified +nit start up time reduced from 00; sec to )/3 sec. 5enefits Improved response to real time load reBuirement.
7.BUISNESS RESULT
i.8 Pro64$t an6 ser!i$e o4t$ome It has been given a value of );;K to indicate the importance of product and service performance result to customer satisfaction loyalty and long term business success.
ii.8 *ea6ers%i7 an6 so$ia" res7onsi#i"it5 res4"t It addresses all governance senior leadership and social responsibility results. The item places in one location the evidence of accomplishing organization strategy ethical behavior fiscal accountability legal compliance and organization citizenship.
1. Pro64$t an6 ser!i$e o4t$ome a.8 ommer$ia"
om7"aint In6e@
Survey and customer interaction have
highlighted billing and bill payment as concern for customer in Mumbai area.
d.) SAIDI INDEX MINUTES.
System average interruption freBuency in freBuency
indeC in average interruption in minutes for customer served during the year has been shown improvement in S&I*I trend. This is achieved through installation of line fault locators automation of critical networks etc.
,. 4stomer fo$4se6 res4"ts T$% has been conducting annual customer satisfaction survey since the year /;;) through an eCternal agency . T$% has an eCternal agency . T$% has further refined its method by including customer reBuirement inputs as a part of the %SS . T$% from #!'NS (Q model to metricNs moster model . !esults are presented as per the customer segmentation revised in /;;31/;;>. a.8 SI 4stomer satisfa$tion in6e@ 8 #verall based on #!'NS model.
#.8 SI' *T In64stria"
$.8
SI' Resi6entia"
6.8 SI' *T ommer$ia"
It is seen that %SI has improved for the residential but has reduced for the -T commercial segment . This is also seen by the increase in dissatisfaction for this segment . #$I"I#"
(&! ;01;2 ;21;3 ;31;>
-(&*(!
%+ST#M(! S&TIS,&%TI#" I"*(6 T$% !(9: 4) 92 43 9: "&
5(ST 94 4> "&
;01
%+ST#M(! *ISS&TIS,&%TI#" I"*(6 T$% !(;21 ;31;> ;01;2 ;21;3 ;31;> ;01;2
5(ST ;21;3
;31;>
;2 )2
;3 :
3
2)
/;
):
//
/4
:
ind%ommercial $ublic utility )/ -ong term )>
> );
: ;
); "&$$
02 "&$$
02 "&$$
)0 "&$$
: "&$$
: "&$$
5uyer -T Industrial -T %ommercial !esidential
> > >
2 ); 3
: ); );
)) ); );
22 09 ):
3 4 9
); 4 9
)4 )3 /
-arger
> > :
Note&' NA is not a!ai"a#"e an6 NAPP is not a77"i$a#"e.8
D.8 H4man reso4r$e res4"t a.8 Team engage6 in im7ro!ement 7 %,TNS L S'& L Q% 8 %,TNS 7 %ross functional team 8
#.8 N4m#er of 9no>"e6ge s%aring se$tion
$.8 Em7"o5ee 7ro64$ti!it5
6.8 Training $o!erage 7er$entage em7"o5ees re$ei!ing training.
e.8 Training effe$ti!eness
f.8 A#senteeism rate
g.8 Training effe$ti!eness segmente6
%.8 ET) Inter!ention in strategi$ area
.8 Organi:ationa" Effe$ti!eness Res4"t
a.8 T%erma" 7"ant a!ai"a#i"it5 8
#.8 H56ro 7"ant a!ai"a#i"it5 8
$.8 +eneration *ue to improved availability T$% has been able to generate and meet the increasing demand of city of Mumbai and total generation increase by /.2K over the production .
.8 Mar9eting res4"t i8 Mar9et s%are +eneration8 T$% has maintained its leadership position in generation T$% has continue to be leader in the generation in licenses area contributes in volume from power business outsides M& 7Mumbai area8 ii8 Mar9et s%are )istri#4tion8 *espite down trend in the =T industrial segment T$% has maintain increasing trend in the business volume through growth in =T and -T %ommercial segment business and sales to S(5 directly . iii.8 Sa"es to SEB
In order to increase volume of business in licensed area and
maCimum utilization of assets T$% continued to peruse sales to other S(5S directly.
a.8 N4m#er of $4stomers
#.8 Sa"es an6 Re!en4e 7"ew consumer8
.8 Mar9et s%are generation in MUS
6.8 MARKET SHARE MUS SO*)8
/.8 Finan$ia" res4"t T$% has a track record of consistent improving financial performance.
a.8 Profit #efore ta@
#.8 Profit after ta@ It has shown consistent rise from !S 00; in )::91 :: !S 33) crores in /;;21/;;3 %&'! 9.:/K 7 %ompounded &nnual 'rowth 8
c.) Earnn! "#r $%ar# TPC has sho%n a consistent0 steady rise in &PS
6.8 Fi@e6 asset There is an increase in gross fiCed asset in power business from !S 2:09 %rores in , /;;/ to !S 32/> in ,;3 7 %&'! of 0.): 8
e.8 In$ome from Po>er B4siness This is mainly due to reduction in average realized revenue caused by M(!% 7 Maharastra electricity regulatory commission8 order revising the tariff downward by :./K and a lower ,&% 7,uel adjustment chares 8 resulting due to better fuel miC.
=.8 +o!ernan$e an6 so$ia" res7onsi#i"it5 res4"t T$% participate in M5( 7 Management Management of 5usiness ethic 8 assurances survey conducted by TQMS for obtaining obtaining feedback feedback on the company company Rs status status on implement implementation ation of various various ethics policies survey for this year is being carried out. a.8 *ea6ers%i7 effe$ti!eness s4r!e5 -(&*(!S=I$
-(&*(!S=I$ (,,(%TI@("(SS S+!@( !(S+-T /;;2 /;;3
/;;>
(,,(%TI@("(SS I"*(6 =I'=(! T=(
40.0K
5(TT(!
#.8 Res4"ts of In!estor S4r!e5
40.3K
43K
$&!&M(T(!S /;;0
$(!%("T&'( 7K8 ,&@#+!&5-( !(S$#"S( /;;2 /;;3
/;;>
*issemination of I",# D1 a.8 Through news item in
"&
"&
:0K
:2K
:9K
:9K
:9K
:9K
"&
:3K
:2K
:3K
:4K
:>K
:3K
:9K
9:K
:4K
:2K
:>K
paper journal b.8 Through annual report c.8 Through cross web sites &rrangement and presentation -ast &'M 7&nnual general Meeting8 Timeliness Timeliness accuracy and
Quality .8 RS SURVEY RESU*T ,-- 7 %orporate social responsibility 8 $ersp $erspective -eadership commitment Manage structure %!S strategy !eview mechanism %ommunication and awareness Training and development
/;;2 score 92./K >:.9K 43.>K 4).3K >2.)K 4>.4K
6.8 RS s4r!e5 res4"t ,--
%!S S+!@( !($#!T &wareness
T&T& $#<(!
T&T& &@'
5(ST I"
::K
'!#+$ :;K
'!#+$ );;
%!S environment indeC -eadership committee %ommunication !elevance System process and support $ersonal committee
22K 34K 04K 09K 22K :)K
04K 2:K 20K 0>K 09K 9>K
3:K 43K 4)K 3:K >>K :9K
e.8 TP is 7ioneer in #ree6ing an6 6istri#4ting me6i$ine s%o> res4"t 7ro!i6e6 to !i""age. TP Medicine to
/;;/ 0.4:
/;;0 :.2;
/;;2 4.32
/;;3 9.)4
/;;> /4
village in lakh 7!S8 f.8 Tree 7"antation is a maGor a$ti!it5 in %56ro $at$%ments area It may be that T$% has cumulative planted more than ); MI--I#" Trees.
"o. of tree planted. =ydro Aojobera 5elgaum
/;;/ >)3;;; ):;;;
/;;0 >32;;; 3/;; 0;;;
/;;2 4/;;; )93; 2;;;
ISO - REPORT 00:2000 !N,>
/;;3 :/2;;; )>;; 03;;
/;;> ::;;;; )33; /;;;
Q+'*3(4 M''1,?,(
4(,?# The Quality manual is the essence of the Buality management system and it provides organizational directions in meeting the IS# :;;)D/;;; reBuirements which are utilized to improve overall performance of the organization . The Buality manual is approved by the management representation and it is mandatory for all to follow as applicable .
The Buality policy and broad based Buality objectives are established and communication to all employees . &ll efforts are made to see that these are understood and implemented by all. &s customer driven organization it is necessary that the consumer reBuirement are determined and met with to enhance the consumer satisfaction. .8 $roduct realization design and development 4.8 $roduct realization purchasing 9.8 $roduct realization product and service provision :.8 $roduct realization control of monitoring and measuring devices.
.# QUALITY MANAGEMENT SYSTEM
T%e Organi:ation %as&' ).8 Identified the processes needed for Buality management system and their application throughout T*ES division.
/.8 *etermined the seBuence and interaction of these processes .7 &ctivity flow charts and given in Buality management system procedures 8. 0.8 *eveloped effective methods for operation and control of these processes . 2.8 (nsured the availability of resources and information reBuired to support and monitor these processes . "ecessary manpower infrastructure transmission and distribution network have been provided . Technical Technical literature to run the processes is available . 3.8 (nsured monitoring measuring and analysis of these processes. >.8 Implemented actions necessary to achieve planned results and continual improvement of these processes. (4a"it5 management s5stem ISO 0--1& ,---
IS# :;;)D/;;; Quality policy 7 Intention of organization 8 Quality manual Quality procedures manual
7 what is being done 8 7
7 =ow in detail 8
,ormat records 7 proof of work done8
ontro" of 6o$4ments The organization has established and maintained procedures to control all documents and data that affect the Buality of product . It is ensures that all documents are prepared reviewed and modified for their adeBuacy approved and distributed to the persons concerned.
&ll the software used in organization are controlled with password at appropriate level depending on reBuirement of the control EAMP*E &'
S&$ systems are operated with uniBue identify for each division with a
specific password e1mail are operated with individual profile and password S%&*& system is operated with individual login name and password. !egular updating of revised software packages and anti1virus protection is being carried out by it department 7support service8 ontro" re$or6 The organization has identified and maintained the records reBuired for effective implementation of the Buality management system. *etails of procedure reBuired for storage protection retrieval retention and disposal of Buality records are given in Buality procedure manual.
MANAGEMENT RESPONBILITY The top management management Buality objective are smart 7 specific measurable achievable realistic and time bound 8 . a.8 Maintain Maintain leadersh leadership ip position position in customer customer satisfact satisfaction ion . b.8 Maintain power supply reliability reliability indeC indeC higher higher than than ::.3;K. ::.3;K.
c.8 &chieve average average restoration restoration time of /; minutes minutes to affected customers. d.8 Maintain Maintain supp supply ly voltage voltage within within limits limits 7 variation variation of of L 1 >K 8 e.8 &dhere to standard standard of performance for power power supply connections. f.8 %ontr %ontrol ol &T% &T% loss loss below below )/K )/K . g.8
!educe !educe average cost per unit 7 T*E S8 by 3K.
h.8 (nsure accident accident free working by by adhering adhering to safety policy. policy. i.8 %ontinua %ontinually lly upgrad upgradee employee employee skills to to adapt adapt to change change.. j.8 Minimize inconvenience to the community during eCestuations of work . Re!ie> in74t i.8 i.8
%onf %onfir irm matio ationn fol follo low w up up of of ppre revi viou ouss man manag agem emen entt revi review ew..
ii.8 ii.8
!esu !esultlt of Bual Bualitityy man manag agem emen entt syst system em audit udit rep repor ort. t.
iii. iii.88
,eed ,eedba back ck on cust custom omer er satis satisfa fact ctio ionn surv survey ey custo custome merr meet meet and and cust custom omer er complaints.
iv.8 iv.8
Stat Status us of of corr correc ectitive ve act actio ions ns and and prev preven entitive ve acti action onss take takes. s.
v.8
!eco !ecomm mmen enda datition onss for for impr improv ovem emen ents ts from from all all divi divisi sion ons. s.
vi.8
!eview of of BBuuality ob objectives.
Re!ie> o4t74t *iscussions and decision are recorded in M#M 7Minutes of meeting 8 which includes some of the following point D1 i.8 i.8
Impr Improv ovem emeent of the the ef effect fectiv iven enes esss of Bual Bualitityy mana manage geme ment nt sys syste tem m and and its processes .
ii.8 ii.8
Imp Improve roveme ment nt in serv servic icee to cons consuumer. er.
iii.8
!esources re reBuired.
iv.8 iv.8
&cti &ction on plan plan and and age agend ndaa for for neC neCtt mee meetiting ng..
RESOURCE MANAGEMENT !esources reBuired for implementing and maintaining effective Buality management system and enchaining customer satisfaction are identified and provided. EAMP*E&' Manpower Manpower
Material Material services
information system finance etc.
Infrastruct Infrastructure ure
work environment environment
a.8 Infrastr4$t4re The infrastructure reBuired to achieve conformity to product service reBuirement has been determined provided and maintained. #.8 Pre!enti!e maintenan$e This is planned as per the maintenance schedule carried out and records maintained . Spare are maintenance annual maintenances contracts are entered in to for support eBuipment. $.8 Brea96o>n maintenan$e Information regarding is given to the concerned maintenance department. The repair work is carried
and records are maintained . *etails of the eBuipment regarding
manufactures data of purchase and installation Specification drawing and major repairs done are maintained . 5reakdown van is available for emergency round the clock. 6.8 Wor9 s7a$e C offi$e Suitable workspace and officers furniture are provided for officers and staff . &deBuate computer with necessary software and peripherals have been provided . e.8 om74ter maintenan$e Har6>are an6 soft>are 8 %omputer have been provided in departments for data storage communication data processing and to speed up work functions. #fficial software package viz. windows S&$ #utlook "ovell etc have been load in the computer for various applications. &nti1virus protection have been provided . &ll the software used in organization controlled with passwords and login names at appropriates levels. 5ackup facility is provided as centre serve. f.8 Trans7ortation 5us transport is provided to employees . @ehicles are provided for various sites activities maintenances and repairs vehicles are carried out regularly. g.8 omm4ni$ation
Telephone to individual and department having intercom and
direct dial facilities are provided . Microwaves carries fiber optic telephone communication system have been provided for operation staff and senior officers . Mobile phones have been provide to senior officers and # EM (ngineers. ,aC machine Internal memos are used for written communication.
%.8 Wor9 en!ironment Management has determined and ensured that adeBuate provision are available for health and safe working environment . %lean rooms proper lighting ventilation and air conditioners are provided to control temperature and humidity . ,ire eCtinguisher and first aids boCes are provided as a safety measures. In order to maintain the temperature air Buality air conditioners ventilation have been provided . $roper lighting arrangement at work places have been made . I.8 Ho4se 9ee7ing %leaning of the station premises is carried out . Material in stores are stocked neatly on the racks. Space provided for them . ,iles are kept in filing cabinets. drawings are kept in drawings are kept in drawing cabinets . !egular pest control is carried out in the premises. G.8 Foo6 %anteen facility has been provided at certain locations given breakfast lunch snacks tea coffee to the employees at subsidized rates. 9.8 Re$reation !est room is provided to the work force. 'ames rooms having gymnasium carom and table tennis facilities are provide . -ibrary facilities are available with technical books and periodicals so as to keep the employee in touch with the latest development. @arious sports meets are arranged by T$% for spotting of talent and eCceptional sportspersons are encourage to participate in tournament at various level.
PRODUCT REALIATION PLANNING OF PRODUCT REALISATION
The network infrastructures is planned base on the long term network eCpansion plans and load . &pplication forms from the customers according to schemes for providing the schemes for providing power supply to the customer one finalized . The implementation schedule is discussed in the respective divisional co1ordination meeting . The time frame for each schedule is proportioned as per the IS-& 7 Internal service level agreement 8 with the respective support processes . Aob Buality in confirmed through third party inspection . i.8
These process are documented and provided to meet the reBuirement of product realization .
ii.8
The reBuired verification validation monitoring inspection and testing activities specific to the eBuipment have been determined and the criteria for acceptance is established by the organization .
iii.8
The records are maintained to determined to demonstrate that the product meets the reBuirement.
PRODUCT REALISATION CUSTOMER RELATES PROCESSES Re!ie> of re<4irement re"ate6 to t%e 7ro64$t &'
!eview of the customer reBuirement is carried out jointly by engineering department TE* division %** 7%onsumer development department 8 . TE* division takes appropriate action for the implementation . EAMP*E&'
!eBuirement of the customer for reduction in interruption of supply and
voltage fluctuation to them by providing under ground cables in place of overhead line increase in the capacity of power supply reBuirement etc. The reBuirement are communicated to the concerned and contract review records are maintained . 4stomer $omm4ni$ation &' %%! #EM engineers and the call centre are contacted by customer for and any help reBuired . These centre receive complaints and immediately intimate working agencies who are available on telephones and monitor restoration of supply and resolving of complaint. The complaint data is complied and reviewed by concerned division for improvements. %ustomer feedback is obtained through customer meets focus group and customer satisfaction survey . T*ES division participates in the customer meets where customer related issues are discussed and feedback is received. &lso T*ES division receives the report on customer satisfaction surveys for necessary action . EAMP*E&' & customer contact plan is prepared which indicates the freBuency of meeting customer by various level of personnel .
PRODUCT REALISATION DESIGN AND DEVELOPMENT a.8 )esign an6 6e!e"o7ment 7"anning
$lanning and control of design and development of product services are done to determines . i.8 *esign and development stages . ii.8 !eview verification and validation as appropriates to design and development . iii.8 !esponsibility and authorities for design and development . iv.8 The various division have interfaces to ensures clarity of responsibility and effective communication. #.8 )esign an6 6e!e"o7ment in74ts i.8 Input from customer standard design and engineering guidelines . ii.8 The India electricity acts /;;0. iii.8 !elevant India standards . iv.8 !eview of standard design schemes based on new technology vendor input site inspection and comments on similar design . v.8 Inputs from user departments. vi.8 Inputs from other organization and distribution licenses . vii.8 Input from customer guidance . $.8 )esign an6 6e!e"o7ment o4t74t The outputs of design and development are verified against the corresponding inputs and checked prior to release to meet reBuirement of the customer organizational needs site constraints material procurement activity and cost estimate. The outputs of design are in the form of schemes drawings material specifications product acceptances criteria safety and it Rs proper application. 6.8 )esign 6e!e"o7ment re!ie> &t suitable stage systematic design and development review are carried out to D1 i.8 (valuate the design outputs meet the reBuirements as defined in the design input stage. ii.8 Identified any problems deviation and proposed corresponding necessary action. The participants of design process are from %(* 7 consumer engineering department 8 civil cable customer division (Q&S and other as reBuired . The records of the review and reBuire action are maintained by %(*. e.8 )esign an6 6e!e"o7ment !erifi$ation
The design and development verification is carried out by inspection team at the manufacture work to ensures that the output meet the reBuirements given in defined at the planning stages. Sample approval inspection and testing are carried out at manufacture premises to ensure that the output as per the design reBuirements . The test report copies are maintained by %(*. f.8 )esign an6 6e!e"o7ment !a"i6ation To ensure that the result product is capable of meeting reBuired applications design and development validation are out by %(* user division and (Q&' as specified in planning stages for schemes drawings and material specifications validation is carried out in any of the following ways as applicableD1 i.8 %omparing with manufactures test certificates for the eBuipment . ii.8 %onformance with performance with latest amendments under I( &%T rules 7 Indian electricity act 8 . iii.8 %omparing with manufactures test certificates for the eBuipment . iv.8 %omparing with performance feedback occurrences report for similar eBuipment from user department . g.8 ontro" of 6esign an6 6e!e"o7ment $%ange !eBuest for changes in design and development whenever receive from customer development implementing agencies are incorporates after review . The changes made are reviewed verified and validated . These are approved by %(* before implementation.
. PRODUCT REALISATION PURCHASING a.8 P4r$%ase 7ro$ess i.8
The reBuirement of the material is determined by concerned division and the
specification are forwarded to %S' 7 %orporate sourcing group 8 ("'' department
through purchase reBuisition in S&$ system . =owever relates eCternal correspondences is in manual modes . ii.8 The purchase process and vendor evaluation procedure for spares and consumable are carried out by %S' . $urchase of items under late contract and purchase of low value items are done by T*ES division . iii.8 (ngineering department carried out the purchase process for eBuipment . v.8 Inspection and test are carried out at vendor premises at various stages of production as per the reBuirement mentioned in the purchase order . vi.8 $urchase of services for services common to all divisions list of approval vendors contractors and the rates of services are forward by T*ES head office for reBuirements the division concerned carries out tender analysis before placing purchase orders. vii.8 The %S' 7 %orporate sourcing group 8 and engineering department carry out vendor evaluation . The rating for service contracts is carried out by respective T*ES division . %riteria have been identified for selection evaluation and re1evaluation of suppliers who are selected on the basis of their ability to meet Buality and other reBuirement . & list of approved suppliers is maintained by concerned eCternal support departments ensure that purchased product conform to reBuirement specified in related indent. #.8 Pro64$t Information i.8 Specification of spares and consumables to be purchased are given in the purchase reBuisition to %S' by the T*ES division . ii.8 !eBuirement are discussed in site engineering co1ordination meeting and comments on technical specifications drawings of the eBuipment to be purchased by engineering department are given by respective T*ES division . $urchase orders documents contain data that clearly describe the product services ordered . It may include where applicable . The type class style grade or other precise identification the title applicable specifications process reBuirements inspection instructions relevant technical data reBuirements for approval Bualification of products procedures process eBuipment and personnel and QMS 7 Quality management system 8 . $.8 Verifi$ation of 74r$%ase 7ro64$t i.8 &ll spares and consumables are inspected at stores after receipt by concerned maintenances engineer stores in charge to ensure that purchase specification are met.
%ritical spares are also tested at suppliers works stores for conformity to specifications product that are not meeting the specifications are rejected . $ayments are made to suppliers only after acceptance of product service . ii.8 Inspection and testing of major eBuipment are carried out at supplier Rs premises . *ispatch clearance is given by engineering department subseBuent to department compliance of inspection report recommendation 7 Inspection reports factor test results 8 The eBuipment is inspected at stores and again tested at sites prior to commissioning .
. PRODUCT REALISATION PRODUCT AND SERVICES PROVISION a.8 ontro" of 7ro64$tion an6 ser!i$es 7ro!ision
i.8 IT is ensured that the transmission and distribution of power is planned and carried out under controlled condition by providing alarms annunciation and automatic isolation under uncontrolled conditions . Suitable eBuipment are used as per reBuirements and operated within their limits by continuous monitoring . &larm system are installed on the eBuipment for intimation of any abnormality . $rotection is provided for safe guarding and automatically isolating the eBuipment during fault . The voltage current and freBuency are monitored and controlled round the clock with the help of suitable devices S%&*& under freBuency load capacity bank for under voltage control overload protection for currents etc and recorded in log sheet operation check list etc. ii.8 #peration of electrical systems are carried out as per operation manual . iii.8 Maintenance and testing of eBuipment are carried out as per maintenances and testing schedules with references to maintenance manual and (Q&' guidelines . iv.8 Suitable eBuipment are used for transmission distribution and supply of power and providing service to customers .7 Transmission lines of reBuired capacity for transmission of power transformers for achieving suitable voltage level for distribution and cable network of reBuired capacity for distribution upto customers premises meters8 . v.8 %orrection and improvements are carried out when any abnormalities are observed or when any customer complaint is received . vi.8 %orrection actions are taken to avoid recurrences of defect in the eBuipments . vii.8 $rompt service is provided by the concerned #EM staff in case of break down or abnormalities reported by customer 7 !estoration of supply repairs to eBuipment etc8. viii.8 *ocument like Buality procedures work instruction and formats define the way in which these services are provided . iC.8 Inspection test reports of eBuipment ordered are obtained to conform to specifications. C.8 !eview of drawing pertaining to customer sub1station is done . Ci.8 Monthly report serve as a control processes. #.8 Va"i6ation of 7ro$esses for 7ro64$tion an6 ser!i$e 7ro64$tion an6 ser!i$es 7ro!ision ). Test changing of high voltage and (=@ 7 (Ctra high voltage eBuipment8 . /. (=@ cable jointing. i.8 riteria an6 a77ro!a" of t%e 7ro$esses &'
The validation of services worthiness of high voltage and eCtra high voltage eBuipment is carried out by test charging it at rate voltage and freBuency as per approved procedure . The test charging procedure is uniBue is nature for uniBue in nature for each =@ (=@ eBuipment. The test charging of new =@(=@ eBuipment is done prior to commissioning as per approved test charging procedures from load dispatch department 7 system controller 8 division . =igh voltage test is carried out to confirm the healthiness of the joint . Test charging of the cable is done as per approved testing procedure. ii.8 (4a"ifi$ation of t%e 7ersonne" &' The personnel implementing the processes are Bualified engineers . iii.8 S7e$ifi$ Met%o6s&' The eBuipment is test charged by connecting it to the eCisting network of power supply . i!.8 Re$or6s &' Test charging relay setting and test results. !.8 Re!a"i6ation&' The processes are periodically revalidated by load dispatch and (Q&'.
.8 I6entifi$ation an6 tra$ea#i"it5 I.8 Materia" C E<4i7ment in stores are store6 as fo""o>s &' i.8
Material received and awaiting inspection testing is stored in inspection separately.
ii.8
+sable material is store in bin racks properly labeled with code numbers details material eBuipment are maintained in material of S&$ system.
iii.8
*efectives rejected material is stored in a separate area identified for such material with proper labels tags1 mentioning details defects.
iv.8
unserviceable obsolete material in stored in a separate area identified for scrap material details of such material are with stores engineer .
II.8
&ll eBuipment in service are identified by label and their details are fiCed assets inventory in S&$ . The location of the eBuipment is mention in the fiCed asset inventory against each eBuipment for traceability . The name plates on the eBuipment contain details such as D1 i.8
"ame of eBuipment
III.8
ii.8
!atings of eBuipment
iii.8
Serial no
i!.8
ear of manufacture
!.8
"ame of manufacture
&ll control panels in control room are labeled with eBuipment name and relevant details.
i!.8
Safety tugging system is adopted to identified the eBuipment out service or under work various tags as necessary are put on the control switches eBuipment to indicates the status of the eBuipment . 7 e.g. D1 !elease notice is used for eBuipment out of service caution order is used to indicate eBuipment is live but certain work can be carried out 8 . The tag contains the details of name of the eBuipment handed over by taken over by nature of work etc.
!.8
G *angerH sign boards with voltage level are installed wherever reBuired .
!i8
Transmission lines are provided with name plates danger boards antic liming devices etc as identification and safety .
VII.8
$rior to back filling cables are covered with cement tiles with voltage and R T&T&N name engraved on it . This ensures safe working and easy identification by giving a uniBue.
!iii.8 %ustomer record with respect to the specific customer are identified by giving a uniBue customer number . This files contains all records drawing for identification and traceability .
6.8 4stomer 7ro7ert5 &' System eCists to identify verify protect and safeguard customer property like land substation building money deposits etc. %ustomer Rs drawings in our control are preserved in customer files are records . If any customer property is cost damage or otherwise found unsuitable for use it is reported to customer and records are maintained by concerned group heads.
e.8 Preser!ation of gro47&'
i.8
&ll eBuipment in service and in stores are properly identified by code number name location etc . 7 The information is available in S&$ 8 . The material is handled in such a way that the first received material is issued first 7,I,#8 .
ii.8
&ppropriate means of transport skilled manpower and tool are used for handling eBuipment . e.g. Trai"ers ? 7a""et >%ee" tra$9s ? $ranes ? for9 "ifts an6 %oists8 .
iii.8
(Buipment received at stores are stored and preserved under controlled condition if reBuired . e.g. Hot rooms for s7ares motors an6 $oi"s an6 $o"6 room for gas9ets an6 $ertain r4##er materia" ? tem7 s%e6 for monsoon 7rote$tion 8 .
i!.8
Shelf life material are stored separately and they are disposed off after their self life as over . For t%is t%ir6 7art5 $%e$9s of stores in!entor5 are reg4"ar"5 $arrie6 o4t 8 .
. PRODUCT REALISATION CONTROL OF MONTIORING AND MEASURING DEVICES .
P4r7ose &'
This section describes a8 The process of monitoring and measuring the parameters of the product. b8 The method of calibration verification of monitoring and measuring devices to ensure product conformity .
A$ti!ies&' i.8
&ll revenue meters are identified by their uniBue serial no . They are tested calibrated and commissioned by (Q&' . Indicating meters are only verified by (Q&' .
ii.8
&djustment and readjustment if reBuired is done by (Q&' .
iii.8
&ll revenue meters are identified are calibration . ,ollowing devices are used for indication D1 a8 voltmeter
for voltage
b8 &mmeter
for current
c8 wattmeter
for Buantity of energy
d8 ,reBuency meter for supply freBuency . e8 M@&! meter f8
iv.8
for reactive energy .
Temperature meter for temperature of eBuipment .
g8 $ressure gauge
for pressure .
h8 !ecorders
for voltage and freBuency .
&ll the revenue meter are sealed and protected against tampering . =olograms are provide for the sealing purpose .
v.8
*ue care is taken during handling maintenance and storage of devices to protect from them from damage and deterioration.
0. M,'+,?,( % A'*43 '5 I?9),?,( The organization has planned and implemented the monitoring measurement analysis and improvement of process to ensures conformity of the product and continual improvement of Buality management system . The organization has identification the steps where monitoring and measurement and reBuired .
e.g. %ustomer complaints eBuipment defects etc .
Monitoring an6 meas4rement &' a.8 4stomer satisfa$tion T * ES division is adopting various methods for determining consumer satisfaction . Information related to customer satisfaction is gathered through the following internal and eCternal sources D1 i.8
%ustomer reBuirement survey is carried out once in two year with help of eCternal agency . Segment wise reBuirements of customer are captured through the survey and action plan is prepared .
ii.8
-istening and learning methods are development by T*ES . 5ased on these inputs the continual improvement plan are addressed through customer co1ordination meets and then actions are initiated .
iii.8
&nnual customer satisfaction survey is conducted by %!* to collect and analyses satisfaction dissatisfaction levels for each segment to customer and those of customer competitors . Implementation plans are drawn out along with the support services .
iv.8
%ustomer complaints 7 call centre report customer written complaints 8 . The complaints received analyzed by concerned division . The data is used to take corrective and or preventative action 7 %ustomer complaint handling 8 .
v.8
4stomer meets&'
%onsumer relation department conduct annual
customer for =T -T and retail customers . This provides the direct interaction between top management and the customers . & verbal and written feedback is obtained from these customers. The evaluation of this data is used to takes correctives and preventives actions . vi.8
Mar9et inte""igen$e&'
Information about competitor and customers is
acBuired through opinion leader 7 5uilders contractors etc.8 . !elevant feedback received reBuired from above mention method continual improvement in product service by %(* this report is circulates to the concerned departments.
#.8 Interna" A46it &' T*E S division carries out internal audit twice a year . Management representative plan the audit appoints an internal audit team ensures that the audit is carried out in an impartial internal audit is carried out as per schedules to assess the strength and weakness of Buality management system . &udit team is sent to division to carry out the audit . The scope of the audit includes the following D1 )8 (ffectives and efficient implementation of processes and resources. /8 -earning and
sharing
of
information
to eCtract
opportunities
for continual
improvement . 08 product performance results and eCpectation . 28 $revious audit reports and action taken 38 -evel of relationship with all interest parties
The audit report contains performance measurement of #MS list of non 1 conformities and access for improvement . non 1 conformities are eliminated by taking necessary corrective and preventive action by respective divisional heads .
audit report are maintained by management representative .
8 MONITORIN+ AN) MEASUREMENT OF PROESS &' i.8
The Buality management system processes are mention by tracking result . the result and measures wherever applicable are defined in the processes .
ii.8
?ey indices monitored regularly are %&I,I S&I,I S&I*I reliability indeC and building integrity indeC
iii.8
$rocesses to meet the Buality objective have been established along with there measures for monitoring the data .the data is capture in relevant document . this takes into all scope for improvement performance eCpectation consumer focus effectiveness and efficiencies of the weak forces utilization of resources .
iv.8
@endors supplying material eBuipments and those providing services are evaluated to use their performance by %S'
v.8
%ontrol of parameters of power supply like voltage is carried out by operation engines 7 eg . taking in services or cutting out capacitors banks and changing transformer taps for voltage regulation 8 .
Monitoring an6 meas4ring of 7ro64$t &' i.8
Major eBuipment are tested at manufactureNs work by inspection team and inspected on receipt at our works and tested prior to commissioning .
ii.8
The testing is carried out as per applicable is standard (Q&' instruction and result are recorded . !esponsible authorities for acceptance of the eBuipment at various stages are identified .
iii.8
The parameters of the eBuipment i.e. voltage current power pressure temperature are monitored and records are maintained .
iv.8
The eBuipment are maintained are periodically tested as per laid down procedures and their records are maintained .
v.8
vi.8
To ensures correct product is delivered inspection of eBuipment at manufactures work electrical inspection by cross functional team are carried out for each customer installation .
vii.8
It is ensured by respective divisional head that all mandatory regulations are complied with final delivery of the product .
e.8 ontro" of non'$onforming 7ro64$t &' i.8
Incoming
eBuipment
identified
as
non1conforming
eBuipment
is
segregated and stored separately with rejected. ii.8
"on1conforming eBuipment is either rectified by the manufactures at sites or returned to the supplier for rectification replacement.
iii.8
(Buipment in services that is detected as non1conforming is rectified repaired and retested engineer during monitoring or routine works and are rectified by them .
i!.8
!egarding elimination of services non1conformity during a break down in power supply suitable alternate arrangement is in corporate in the distribution network design .
!.8
To eliminate non1conformities on services Buality T$% has an effectives complaint management system . The MIS is generates at the end of the every month is analyzed and corrective action taken to prevent recurrence of the same .
f.8 Ana"5sis 6ata &' The data reBuired for demonstrating the suitability effectiveness and continual improvement of Buality management system is determined and gathered in various formats 7 Buality format records 8 . The analysis of data provides information are about D1 )8 4stomer satisfa$tion &' early this is carried out by the customer relation department and action plan is prepared by division . /8 onformit5 of 7ro64$t re<4irement &' The daily parameters of power supply and eBuipment are monitored . 08 %ara$teristi$s an6 tren6s of t%e 7ro$esses an6 7ro64$ts &' Quarterly this scheduled and actual targets of the performances are reviewed every Buarter and appropriates action plan is prepared for implementation . 28 S477"ier &1 @endor analysis is done by %S' . *ata is presented in the form of bar chart flow chart graph histogram etc and analyzed action are initiated based on the analysis . !eference is made to various report likes daily report monthly report call centre report MIS report customer contact plan .
g.8 Im7ro!ement &'
i.8
ontin4a" Im7ro!ement &'
It is achieved by using Buality policy
objectives %&$& and taking a feedback from internal eCternal audit report finances audit report consumer complaint analysis management review marketing survey from customer through eCisting relationship mechanisms
suggestion
schemes and adopting new
technologies . !ecord are maintained by respective divisional head . ii.8
orre$ti!e a$tions &' The division takes action to eliminate the cause of non1conformities to prevent recurrences . !eports of product related non1conformity arising out of condition monitoring consumer complaint or internal audit are handle by maintenance engineer . They investigate the root causes and report system relates major non1conformity arising out of management review and eCternal audits and initiate the corrective action review of the corrective action taken is carried out in divisional meeting .
iii.8
Pre!enti!e a$tion &' The division determines action to eliminate the causes of the potential non1conformity to prevent their occurrences a.8
&nalysis of %SS occurrences defects are carried out to determine preventives actions maintenance information notes is generated and circulated in system . #ther division then implement similar actions to avoid occurrences in their area in relation to the effect of potential causes .
b.8
!eview of the preventive actions taken are maintained.
EVALAUTION OF TOTAL QUALITY MANAGEMENT
Pro64$t 7"anning &' It consist of function area such as current and long range planning plant capability and product compatibility studies new or eCpanded facilities planning product diversification and product range modification .
8 Mar9eting &'The main functional area to be looked after in marketing are marketing strategy sales promotion and publicity product identification and market forecasts sale management customer services and technical support customer feedback analysis and follow1up load planning manufacturing engineer . 8
Materia" Management &' The major area to be provided are D inventory control and purchase receiving and warehouse work1in1process material handling scrap and rework analysis and shipping .
/8 Man4fa$t4ring&' This section may consist of following functional areas each of which must be given due attention for achieving high performance. i.8
Fa$i"ities 4ti"i:ation&'
layout
and arrangement
condition and
maintenance of plant and eBuipment availability of supplies such as compressed air water fuel oil power etc. ii.8
Man4fa$t4ring engineering &' *esign and manufacture of dies and tools? laying down technology for production prepare wok standards material development process development process layout planning
use of new technology co1ordination with research and development management information system and report generation for marketing . iii.8
Pro64$tion &1 Implementation of production schedules and control of delays control of production operation for maCimum efficiency ensuring high level of performance from workers and other employees maintaining production standards general house keeping in all production level .
iv.8
(4a"it5 $ontro" &1 *efect analysis trouble shooting and customer analysis third party inspection co1ordination calibration and control of gauges instruments and inspection testing eBuipment maintaining record of inspection and Buality assurances use of statistical analysis for material and process control planning and method .
CONCLUSION
Thus I would like to conclude that Ma"$o"m #a"6rige re7ort
is help to improve
performance practices and capabilities . To facilities communication and sharing of best practices information among and within organization of all types based upon common understanding of key performances reBuirements .
It serve as a working tool for managing performance planning training and assessment The criteria was to design to help companies enhance their competitiveness through delivery of ever P improving value to customers resulting in marketplaces success and improvement of overall company performance and capabilities .
%ustomer judge Buality . &ll product and service characteristics that contribute values to customers and lead to customer satisfaction and preference must be focus of a company management system value satisfaction and preference may be influences by many factors throughout the customer overall purchase ownership and service eCperiences . These factors include the company relationship with customer that help built trust confidences and loyalty . These have been identified as leadership a people focus a customer focus and a supplier focus planning for improvement process optimization and organizational performance .
The organization will also have to approach the markets for new talent as strategically as the customer markets and have to develop the same market strategy development process for both customer markets and talent markets including a process to develop strategic objectives action plans and relates plan for how to attack and to keep talented individual.
ISO 0--1&,--- &'
It involve in making decision about going ahead with IS# certification
and initiating the work by defining the scope for certification e@am7"e entire company single location project setting up project team to take care of the work defining the responsibilities assigning authorities carrying out a detailed analysis of the company Rs activities and performance . The IS# model for Buality system can be applied to design development production installation serving final inspection and testing of any product or services . *uly
accredited certifying agencies are available and these issue IS# certificates after carrying out necessary check and verifications . Thorough preparation and training of people at all level is necessary before applying for the certificate . ,or assistance in the implementation of the IS#D:;;; designing and adopting suitable documentation and providing training consultancy services of eCternal agencies specialized in this work can be obtained .
&doption of Buality management system and holding Buality certification can be eCtremely useful in procuring new markets and building confidence in the customers about Buality of products .
Therefore Tota" (4a"it5 Management is receiving considerable attention . It is receiving increasing significance in modern organization . The intensely competitive global and domestic markets have created enormous pressure on total Buality .
BIBLOGRAPHY
BOOKS REFERE)S&' )8 M(T=#* #, T#T&- Q+&-IT M&"&'(M("T
'#$&- ?. ?&"AI
/8 Q+&-IT %#"T!#- &"* T#T&- Q+&-IT M&"&'(M("T
$- A&I"
08 $!#*+%TI@( &"* Q+&-IT M&"&'(M("T
S.*. &$=&-(
SITE VISITE) &' )8 <<<. T&T&$#<(! .%#M
OMPANY REPORT TATA POWER 8 &' )8 Q+&-IT %#ST !($#!T /8 T(%="IQ+(S +S(* ,#! T#T&- Q+&-IT %#"T!#08 %#ST &SS#%I&T(* 38 "(< Q+&-IT M&"&'("T SST(M IS# :;;)1/;;;
ARTI*E &' ).8
T&T& $#<(! %#M$&"
IN)USTRIES VISITE) &' T&T& $#<(! %#M$&" S&I-(S= "&'&! "(&! M&'&T=&"( 5+S *($#T 5#!I@&-I 7(&ST8 P 2;;;>> .
ABBREVATION FOR TATA PO"ER
0S%! 1 Speedy significant and sustainable cost reduction . &5$ 1 &nnual business plan . &5T 1 &vailability based tariff . $ 1 &nnual operating plan . &!! 1 &nnual revenue reBuirement . &TE% 1 &ggregate technical and commercial . &T! 1 &ction taken report . &@! 1 &utomatic voltage regulator . 5( 1 5usiness eCcellence . 5* 1 5usiness development . 5*# 1 5usiness development officer 5I 1 5usiness intelligence . MM% 1 Mumbai municipality corporation . 5IS 1 5ritish institute of standards . 5M 1 5ench mark . 5?% 1 5andra kurla compleC . 5$%- 1 5harat petroleum corporation -td . 5$S+ 1 5hira pumped storage unit . 5!% 1 5usiness review council . 5S% 1 5alance score card . 5T 1 5usiness today . 5+ S5+ 1 5usiness unit strategic business unit . 5@QI 1 5euro veritas Buality institute . %&'! 1 %ompounded annual growth rates . %&I*I 1 %ustomer average interruption duration indeC. %&I,I 1 %ustomer average interruption freBuency indeC . %&M 1 %ustomer account manager . %&$(6 1 %apital eCpenditure . %5I$ 1 %entral board of irrigation and power. %5I 1 %omputer based training . %%I 1 %orporate citizenship indeC .
%%M 1 %ustomer coordination meeting . %%! 1 %entral control room . %** 1 %ustomer development department . %*M 1 %lean development mechanism authority . %(& 1 %entral electricity authority. %(* 1 %ustomer engineer department . %(I 1 %ontrol effectiveness indeC . %(!%1 %entral electricity regulatory commission . %(S% 1 %alcutta electricity regulator commission . %,T 1 %ross functional team . %' 1 %ore group . (%M 1 (ngineering co1ordination meeting . (S$ 1 (lectro static perception . (Q&' 1 (lectrical Buality assurances group . (M5& 1 (Cecutive M5& . (T* 1 (ducation training and development . IS-& 1 Internal service level agreement . I$$ 1 Independent power plant . ?&M 1 ?ey account manager . ?M 1 ?nowledge management. ?$M 1 ?ey performance measures . ?!& 1 ?ey result area . ?S, 1 ?ey success factor . ?<=! 1 ?ilo watt hr. ?=+5 1 ?nowledge hub . #(M 1 #riginal eBuipment manufacture . #$(6 1 #perational eCpenditure . $&T 1 $rofit after taC . $5T 1 $rofit before taC . $5 1 $ower business $$( 1 $ersonal projection eBuipment .
$$M 1 $ersonal planning meeting . $S* 1 $ower system division . $T% 1 $ower trading co1operation . $
T$% 1 T&T& $#<(! %#M$&" . T$% 1 Tones per day . TSS 1 Total suspended solid TS'M 1 T&T& Strategy management group . @%$ 1 @alue creation process . @$" 1 @irtual private network . @S&T 1 @ery small aperture terminal . <5T 1