city service centre delhi 11197 ca01

8/13/2019 City Service Centre Delhi 11197 Ca01

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R-1

1

Xtracare

YEAR 2010-11

MAY JUN JUL AUG SEP OCT

SCHEDULE -- 26-Jun-10 -- -- -- --

DT AUDITED -- 26-Jun-10 -- -- -- --

NOV DEC JAN FEB MAR APR

SCHEDULE -- -- -- -- -- --

DT AUDITED -- -- -- -- -- --

YEAR 2011-12


SCHEDULE -- -- -- -- -- --

DT AUDITED -- -- -- -- -- --


SCHEDULE -- -- -- -- -- --

DT AUDITED -- -- -- -- -- --



YEAR 2010-11 2011-12

9.53

7.46

7.97

7.20

6.72

0.00 8.17 0.00 0.00 0.00 0.00

CERTIFICATION DATE 26-Jun-2010

AUDIT DATE 26-Jun-2010 CERTIFICATION

SCHEDULE DATE 26-Jun-2010

DIVISIONAL OFFICE Delhi STATE OFFICE Delhi

IndianOil Housekeeping Efficiency Index

REPORT DATE 4-Jul-2010 REGULAR

SCHEDULE/DATES OF PREVIOUS AUDIT

DE ERTIFIED S HK

IndianOil Customer Service Index

Customer Satisfaction and Service Index

INDICES

Tick whichever applicable

IndianOils Quality and Quantity Assurance Index

Monish singh Tomar

Name of Field Officer:- Mr Pradeep Kumar Sachdeva

Mr Bhanu Pratap Singh Chuhan

Name & Signature of

Auditor

Name & Signature of State

Coordinator

General Observations and Remarks 1. All yard lights were not working. 2. Housekeeping & Customer services not good is very pooar.

SUMMARY SHEET OF RETAIL OUTLET AUDIT

PINCODE

ADDRESS LAWRENCE ROAD, DELHI

REPORT NO.: DSO/DEL/11197/CA01

NAME OF RETAIL OUTLET

DELHI

CITY CENTRE SERVICE STATION

LOCATION

Certification Suspended from

IndianOil Dispensing Unit / RVI Preventive Maintenance

Index

IndianOil Dispensing Unit / RVI Breakdown Maintenance

Index

RESULT OF AUDIT

Observations made as a "Mystery

Shopper"

1. Marshalling not followed regularly. 2. Some attendants were not in proper uniform. 3. Greeting to

customers rarely followed.4. drivway is not good condition .

Brief Reasons

Message on Q&Q Failure at RO on

date of Audit communicated to


2/16

Records

maintained as

per frequency

of activity (30%)

Actual on the

date of

inspection

(70%)

1

Maintenance of Daily sales

Record, density register and

Inspection reports of Field

officer, Vigilance, Civil supplies

and Mobile Lab.

Dealer A A 25 250

2

Weights & measure seal in the

Metering Uint of dispensing

Pump, Totaliser and calibration

certificate of Standard measures

Dealer A A 25 250

3

Checking the Delivery of each

dispensing Unit of it being within

allowable limits

Dealer A B 25 215

75 715

9.533333333

Frequency

Gradation

ScoreWts

Daily for DSR/Density

register and As and

when required for

inspection reports

Schedule 10

Quality and Quantity Assurance Index

Sr Initiative/Activity Action by

If a certain activity is not performed due to facilities not been provided by corporation and is beyond control of dealer, the wts

attributed to the same would be 0.

Total

Daily

As and when required

RS/TPC/BVIS/2010-13 file no.contract no. IND.M.9.10.0079

While grading, 30% weightage to be given for maintenance of records at the RO by the Dealer and 70% weightage for the impact of

the activity evidenced visually, at the time of inspection.

Quality and Quantity Assurance Index

Gradation A=10, B=8, C=6, D=4, E=2


3/16

Schedule 5

Sr Item Description Frequency

Records

Maintained

(Y/N) (30%)

Performance/I

mpact of

Prev. Maint.

(70%)

1

Cleaning of the following facilities at the

Retail Outlets by means of suitable cleansing

aids using scaffolding, ladders, and vacuum

cleaners. All panels, sheets, fixtures, parts

dismantled by the contractor for the purpose

of cleaning would be refitted after the work.

i) Main Signage (6.2/7.5 mts) Monthly A C 50 360

ii) Yard Light Poles H/Yrly A C 25 180

iii) Hoardings (If any) Qtrly A C 25 180

Total 100 720

Preventive Maintenance Index- RO features 7.2

contract no. file no.

Preventive Maintenance Schedule of Standard Retail Outlet Features

Gradation

Wts Score

RS/TPC/BVIS/2010-13 IND.M.9.10.0079

* Either the Main Signage or the Scaled down version; ** Prior to monsoon

Gradation Value: A=10, B=8, C=6, D=4, E=2

While grading 30% weightage to be given for record keeping at the RO by the Dealer and 70% weightage for the

impact of the activity evidenced visually at the time of inspection.

If a certain activity were not performed as the facility was not provided due to corporation norms or site restrictions

etc., the wts attributed to that activity would be 0.In such a case, the index would be a ratio of the product of value

of ratings to corresponding wts and the sum total of applicable wts.


4/16

Records updated

(30%)

Maintenance

done (70%)

1.1 All Joints Check for Leakages

1.2 Filter Unit Clean the Filter

1.3Pulley/ Shaft

connectionCheck for Allignment

1.4Internal gear/ Carbon

bladeCheck for wear & tear

1.5

2.1 Hose Visual Inspection for damages

2.2 Nozzle switch Check allignment and proper operation

2.3 NozzleCheck for dripping. Check for Auto cutoff

operation

2.4 swivel Check for leakage, and proper operation

3.1 Accuracy Check on 5 Liter can

3.2 Repeatability Check 3 Measurements

3.3

3.4 Seals Check all the seals

Check Totaliser linkage

Check the linkage to Register

4.1 Note the readings

4.2 Check the seals

4.3

5.1 Proper Operation A A

5.2 Lubrication A A

6.1 Pump Lighting Check operation

6.2 Lock Proper allignment

6.3 All interior General cleaning

6.4 All panels Proper allignment and Seating

6.5 Warning stickers Verify all the stickers

6.6 Gasket, Beading Check for proper seating, leakage

6.7 Glass panels cracks, Breakages

6.8

Sr No Sub Assembly

Preventive Maintenenace of Dispensing Units

Acivities to be performed on DUs once a month. Necessary rectification/ replacement is to be done whe

Activity

Gradation

Components/ Parts

Pumping Unit A B

Check the Unit for any (a) Unusual Noise (b) Flow rate

Check accuracy in Slow and Fast deliveries

A B

A B

3.5 Linkage

Nozzle and Hose

Metering Unit

Totaliser AVerify the readings with main register for 5 liters

A

A B

Hand Operation Clutch assembly

* In case the DUs having non-oil mixing type the wts on this account to be added with m

General

Check General Cleaning and Upkeep of DU

Total

Preventive Maintenance Index


5/16

SCHEDULE 7

Sr

Item of RVI feature

/Pump requiring

Maint/repairs

Nature of

defect

Date of

B/D

Date

advised

SO

Date

rectifiedWts Score

Speed of

attendance

to complaint

(30%)

Quality of

work at the

time of

insp. (70%)

1 Dispensing Units A C 6 43.2

2 RVI A C 4 28.8

10 72

7.2

file no.

While grading 30% weightage to be given for attending to the complaint at the RO within the specified time schedule and

70% weightage for the impact of the activity evidenced visually, at the time of inspection.

Breakdown Maintenance of Dispensing Units and RVI Features

Gradation

Total

Breakdown Maintenance Index

RS/TPC/BVIS/2010-13 contract no. IND.M.9.10.0079

Breakdown maintenance of dispensing units to be done within 48 hrs of complaint being lodged, including replacement/

re-conditioning or repairs.

Breakdown Maintenance of RVI features to be attended and rectified within 3 weeks, including replacement and/or

repairs.



6/16

SCHEDULE 4

Inspect Records

for Updation

(30%)

Observe Actual

Preformance/ Impact

of Acitivity on date of

Inspection (70%)

Clean/Complete Uniform for all

pump Attendants with Shoes and

Cap

Daily-2/3 Shifts A C 10 72

Dry wash of dispensing units

(Cleanliness of DU)Daily A C 5 36

Clean Pump islands Daily A D 4 23.2

Product display at Pump IslandDaily stock replenishment

and stackingA B 4 34.4

Clean driveway Daily A D 8 46.4

Emptying and Cleaning all

service binsDaily A C 4 28.8

Cleaning of Frontage of theSales Building

Daily A C 4 28.8

Fire Sand buckets/ Fire

ExtinguisherCheck daily A A

Dry sand present in sand buckets Check daily A A

Fire extinguisher powder is dry Check monthly A A

Check and clean Toilets Daily A C 6 43.2

Check Air compressor

oil/workingDaily A B

Water Cooler working Daily A B 8 68.8

Check Air Facility : Clean dial

glass, hose, nipple, light Daily A B 8 68.8

Check cleanliness of buffer strip Daily A B 4 34.4

Total 65 484.8

House keeping index 7.46

RS/TPC/BVIS/2010-13 contract no. file no. IND.M.9.10.0079


While grading 30% weightage to be given for record keeping at the RO by the Dealer and 70% weightage for the impact of the

activity evidenced visually at the time of inspection.

If a certain activity were not being performed due to non-availability of certain facility which was to be provided, or could not

be provided for various reasons etc,, the wts attributed to the activity would be 0. . In such a case, the index would be a ratioof the product of value of ratings to corresponding wts and the sum total of applicable wts.

Housekeeping Standards For Fueling and Non-fueling area at Retail Outlets

ActivityFrequency of check to be

maintained by Dealer

Gradation

Wts Score


7/16

SCHEDULE 12

Gradation Wts Score

E 20 40

C 10 60

C 20 120

C 10 60

C 5 30

C 5 30

D 5 20

C 5 30

A 5 50

A 5 50

C 5 30

B 10 80

A 5 50

A 5 50

D 10 40

C 5 30

B 5 40

A 10 100

B 10 80

A 5 50

A 5 50

B 5 40

B 5 40

B 5 40

180 1210

6.722222222

RS/TPC/BVIS/2010-13 contract no. file no.

a) Marshalling done to receive customer

b) Prompt approach of Pump attendant to parked vehicle

Customer Service Standards and Index

Parameter

1.Service Delivery

a) Personnel in neat and clean uniforms, cap as per IOC

Specs

c) Appropriate pleasant greeting to customer

d) Approach to customer is correct (from right side for 4

wheelers) and request for Key

j) Post delivery meter confirmation to customer

k) Prompt handling of card/cash and handing over correct

bill to customer

e) Order for tank full / Premium fuel is clearly taken from

customer

f) '0' on Meter is indicated to customer before start of

fuelling.

g) Handling of fuel tank cap is done properly

l) Verbal communication of handing over correct change to

customer

m) Safe marshalling of customer from RO premises.

n) Manpower available at the Air Tower

o) Drinking/radiator water available to customersp) Correct rate is being charged on Fuels/Lubes

2. Grooming

IND.M.9.10.0079

This audit process shall also be based on 'Mystery Shoppermode where the RO is approached with

no advance notice. Observations on customer service delivery to be recorded in the first 5 - 10

minutes, making note of average cycle times for at least 3 deliveries so as to gauge promptness.

Thereafter the pump attendants can be observed for their service delivery patterns.

b) Customer Rights board displayed

Total

Customer Service Index

A=10 (Always); B=8 (Mostly); C=6 (Sometimes); D=4 (Rarely); E=2 (Never)

f) System for daily record of attendance, assignment of RO

personnel to specific duties at shift change, inspection of

personal grooming followed.

4. Statutory

a) Are the forecourt staff conscious of safety procedures.

b) Personnel are wearing proper footware

3. Dealer Commitment

a) Dealer is present at RO for day to day operations.

e) Complaint/Suggestion box available at RO under lock and

key of Field Officer

c) System for handling of customer grievance maintained

d) Complaint/suggestion book available on demand

b) Dealer / Manager actively involved in forecourt

management.


8/16

Schedule 15

Sr Program

Program

Weight Factor

(Modernized)

Program

Weight Factor

(Non-

Modernized)

1

IndianOils Quality and

Quantity Assurance

Initiative

4 5

2IndianOil Housekeeping

Efficiency Program2 2

3.1

IndianOil Dispensing Unit/

Vision 2000 Preventive

Maintenance Program

1 0.5

3.2

IndianOil Dispensing Unit/

RVI Breakdown Maintenance

Program

1 0.5

4IndianOil Customer Service

Proposition2 2

1 Q&Q Initiative 4 9.53 38.13333333 3.81

2 Housekeeping 2 7.46 14.91692308 1.49

3.1 Preventive Maintenance 1 7.97 7.97 0.80

3.2 Breakdown Maintenance 1 7.20 7.2 0.72

4 Customer Service 2 6.72 13.44444444 1.34

Total Program Weights 10 81.66470085 8.17

CUSSI 8.166

contract no. file no.

Customer Satisfaction and Service Index (CUSSI)

Customer Satisfaction and Service Index is a composite measure of successful operation and effectiveness of:

i. IndianOils Quality and Quantity Assurance Initiative ii. IndianOil Housekeeping Efficiency Program

iii. IndianOil Dispensing Unit Maintenance Program

iv. IndianOil Customer Service Proposition

IND.M.9.10.0079RS/TPC/BVIS/2010-13

1. Customer Satisfaction and Service Index (CUSSI) Index could factored between above parameters as follows on

a 10 point scale.

2. The overall index could be calculated on the basis of the individual indices arrived at for each of the

parameter above and calculated as follows:

Sr Activity DescriptionProg.Wt.

FactorIndex (say)

Index X Prog

factor ( A )A:- 10


9/16

Name and Location of RO Audit:

DELHI Report No.:

LAWRENCE ROAD, DELHI DSO/DEL/11197/CA01

Description Yes No Remarks

1. Appearance:

1.1 Tank Truck is clean & well painted

1.2 If contractor truck, it is having a 6" golden

yellow band painted on both sides along the

length of the tank.

1.3 IOC tanks are painted as per IOC norms.

2. Painting of Statutory Message:

2.1 HAZCHEM diamond diagram (25cmx25cm)

with codes painted on the back and sides.

2.2 Name & Tel nos. of emergency services

in case of fire is painted.

2.3 Name & Tel nos. of consigner is painted

2.4 "FLAMMABLE" is marked prominently.3. Safety:

3.1 Cabin & Tank is seperated by fire

Screen.

3.2 Clear gap of 15 cm is maintaned between

Back of cabin & Tank.

3.3 Exhaust is at the front and provided with

a Muffler and spark arrestor.

3.4 Fuel tank behind the cabin is provided

with steel gaurds and with secure cap.

3.5 Fuel tank is not adjacent to delivery line.

3.6 Air intake is provided with cleaner having

spark arresting capabilities.

3.7 Electrical system is having dipole wiring.

3.8 The generator, battery, switches andcircuit breakers are housed in cabin with

master switch to cut off battery.

3.9 Tank & chasis is having continuous

electrical bonding.

3.10 10Kg DCP fire extinguisher is available in

the vehicle on non delivery side.

3.11 1Kg CO2 is available in the cabin.

3.12 Each compartment is having a safety

valve with fusible link.

3.13 Each compartment is having a PV valve

and emergency fusible vent.

3.14 Upper end of fill pipe is having splash

deflector and perforations.

3.15 Dome cover of top manhole is having

riveted joints only.

Description Yes No

3.16 Cover is firmly in contact with collar of

manhole eliminating any possibility of insertion

of a flexible pipe for siphoning the product.

3.17 Braided rubber hose is being used for

unloading of the product.

3.18 Hand Break of tank truck is operational.

3.19 Wheel Chocks is in use to prevent

accedintal movement of the vehicle.

TANK TRUCK AUDIT REPORT

Date of Audit:

26-Jun-10



10/16

3.20 Provision for Special Locking arrangement

through Security locks at the manifold and

the manhole covers through master valve is

there.

4. Statutory

4.1 RTO registration & Vehicle fitnesscertificate is available.

4.2 Road permit is available.

4.3 Insurance Certificate is available.

4.4 Explosive License is available.

4.5 One Driver and one helper are only member

of tank crew.

4.6 Driver is in possession of valid driving

license for heavy vehicle with dangerous goods.

4.7 Valid calibration certificate for tank truck

issued by weight & measure department is

available.

4.8 Training certificate for driver as per Central

Motor Vehicle rules 1989-TERM CARD is

available.

Monish singh Tomar

Name of Auditor Signature of Auditor

RS/TPC/BVIS/2010-13 contract no. file no. IND.M.9.10.0079


11/16

TANK TRACK AUDIT DURING UNLOADING

Schedule 11

Name and Location of RO Audit:DELHI Report No.:

LAWRENCE ROAD, DELHI DSO/DEL/11197/CA01

Vehicle No.:

Description Yes No Remarks1. Tank Truck is parked in a horizontal sueface

for settling for about 10 mtrs.

2. Ignition is off and dipole switch is put off

3. Compartments and the bottom manifold and

safety valves are securely locked with temper

proof security locks.

4. Dip rod, Proof level and the product level

marking with that mentioned in the valid

calibration certificate available with tank truck

driver and a standard measuring tape.

5. Dip rod is bearing seal and validity at the

bottom, proof level and at the product level.

6. Product loaded in the compartment with the

challen.

7. Seal numbers mentioned in the challenare matching with those on copartments.

8. Dip of each compartment is as per challen.

9. Any shortage (Record).

10. Density of product supplied as per challen.

11. During unloading any traffic in the vicinity?

12. Fire safety buckets and fire extinguishers

are in readiness before unloading.

13. Proper bonding is there between tank truck

and unloading pipe.

14. Cam lock coupling is in use to connect the

underground tank-unloading pipe with the truck

manifold.

15. Correct product is being unloaded in correct

tank.

Name & Signature of Auditor Signature of State Head

RS/TPC/BVIS/2010-13contract

no.file no. IND.M.9.10.0079


Date of Audit:

26-Jun-10

Monish singh Tomar


12/16

SCHEDULE 14

Name & Location of

RO Audit:

Date of Audit: DELHI

26-Jun-10 LAWRENCE ROAD, DELHI

Sr Description of Message

1 Availabilty of calibrated 5 ltrs

measure for checking the delivery

2 Avalability of Filter paper for

checking the Quality of MS

3 Availability of first Aid-Box

4 Avalability of Free Air

5 Availability of Drinking Water

6 Availability of Radiator Water

7 Availability of Telephone facilities

8 Availabilty of Customer

Complaint/Suggestions book

9 Name / telephone No of the Field

Officer and Address of Divisional

Office

10 Availability of Citizens Charter

contract no. RS/TPC/BVIS/2010-13 IND.M.9.10.0079 file no.

YES

YES

YES

N

YES

YES

YES

YES

yes


Report No.:

DSO/DEL/11197/CA01

Statutory Message to be displayed at the Retail Outlet

Available(Y/N)

YES


13/16

QUANTITY

VARIATION *

YES

1

2 L&T dy0129 MS 818483 712.0 38.00 732.8

3 L&T ew1413 TRAPREMIU 764401 714.0 39.00 735.6

4 L&T ly0793 APREMIUM-2 587584

5 L&T ew1409 HSD 752733 813.0 40.00 830.5

6 L&T fw1408 HSD 4055655 15 813.0 40.00 830.5

7 L&T dy1297 TRAPREMIU 1380933 714.0 39.00 735.6

8 MS 978146 10 712.0 38.00 732.8

9 XTRAPREMIU 1074792 10 714.0 39.00 735.6

10 MS 1398161 712.0 38.00 732.8

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

34

35

36

37

38

39

40

NOTES

* QUANTITY VARIATIONS TO BE GIVEN ONLY IN + / - xxx ( DO NOT WRITE 'ML' NEXT TO VARIATION VALUES

L & T MIDCO

REPORT ON FINDINGS ON EACH DISPENSING UNIT - NOZZLE (QUANTITY /

SR.NO. MAKE #

DU

SERIAL

NO.

123456789

0

PRODUCTTOTALISER

READING

OBSERVED

DENSITY

OBSERVED

TEMP.+ FOR EXCESS & -

FOR SHORT ( in

ML )

CHECKED FOR QUANTITY CHECKED FOR QUAL

MAKE NUOVO PIGNONE

OBSERVED

DENSITY @

15 DEG.


14/16

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

1

2

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

A)

1

2

3

4

5

6

K

J

L

M

N

O

5 liter mesure accurecy is not ok

R

S

T

U

V

Y

W

X

Some attendants were not in proper uniform.

DU's were not clean of daily basis.

a

b

c

d

e

f

Breakdown Maintenance of Dispensing Units and RVI Features

DU'S were not ok.

RO look wise not good but average condition.

Housekeeping Standards For Fueling and Non-fueling area at Retail

Island were not clean .

l

Driveway was not clean.(oil spillage).

The service bins were not empty and clean.

Frontage of the sales building was not clean.

p

q

r

Custumer toilets was not clean.

u

v

Buffer strip is not properly clean.

Marshal was not available at RO.

y

Appropriate pleasant greeting to customers followed rarely.

No approach to customersfrom right hand side for 4 wheelers.

Attendants were not taking order for tank full from customers.

Att d t t i di ti t t t

Customer Service Standards and Index


15/16

contract no. RS/TPC/BVIS/2010-13 file no.IND.M.9.10.0079Name & Signature of Auditor

Signature and Rubber Seal of RO

/ Dealer Signature of State Head

Note:(All deviations to be reported, Retail Outlet Hoarding / in-pump hoarding / vertical banners not present /

defective / torn / displaced, etc / not visible since obscured behind mesh / bars / trees.etc)

Monish singh Tomar

1.Retail Outlet Hoarding (running perpendicular to the road ) will bear a declaration message.

2.The in-pump hoarding positioned parallel to the road so that, when the customer drives into thepump, he faces it.

3.The vertical banners which will have to be draped on the pillars in the forecourt will bear the specific

value-added services available in that specific RO.

4. If MPDs are available in a RO, signage is to be fixed on to top portion.

1. XTRACARE banners / signages as per

specification.NO

XTRACARE Banners NOT

available in RO

SPECIFICATION: Will be provided by State Office

Description Yes / No Remarks

26-Jun-10 DSO/DEL/11197/CA01

XTRACARE SIGNAGE / BANNERS AUDIT REPORT

Date of Audit:

Name & Location of RO Audit: CITY CENTRE SERVICE STATION

Report No.: DELHI

LAWRENCE ROAD, DELHI


16/16

Tel. No. NA

Fax No.

Email

No. of DU'sNo. of

Nozzles

Throughput

per month

2 2 55210

2 3 1000010 0 0

3 4 28330

Time In 2:10Time Out 5:00

Audit Time 2:50

Location of Retail Outlet

Name of Retail Outlet

DELHI

ATTENDANCE SHEET

SURVEILLANCE AUDIT OF IOCL RETAIL OUTLET

Details of Retail Outlet


Address of RO

LAWRENCE ROAD, DELHI

MAJOR DEVIATIONS

Audit Started : Date & Time

26-Jun-10

0Pincode

Monish singh Tomar

Name & Signature of

Auditor - M/s Bureau

Veritas

Name & Signature of

Dealer with Round

Seal

Date

1. Some attendants were not in proper uniform. 2. Marshalling not followed regularly. 3. Pleasant

greeting to customers rarely followed. 4. All yard lights were not working.

Travel Time & Distance from BV Office

Divisional Office Delhi

RO Manager's/ Dealer's Name Mr K K Sharma

Telephone No., Fax No. & Email Address

NA

NA

NA

State Delhi

YES

IOCL's Customer Service Index YES

Products Handled

Diesel

PetrolXtra Mile

Xtra Premium

PARAMETERS AUDITED BY AUDITOR

IOCL's Q&Q Index YES

IOCL's Housekeeping Index

Current Audit Details

IOCL's Breakdown Maintenance Index

YES

IOCL's Preventive Maintenance Index YES

city service centre delhi 11197 ca01

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