IN-COMPANY TRAINING REPORT ON Improving Services And Awareness at Consumer Care Centers

COMPLETED IN NORTH DELHI POWER LIMITED

Submitted in partial fulfillment of the requirement of

Bachelors of Business administration (BBA) GURUJAMBESHWAR UNIVERSITY OF SCIENCE & TECHNOLGY, HISAR

Training Supervisor Mr. VIJAY RANA Designation: Director

Submitted By Ajay Sharma Enrollment No.09511242204

SESSION: 2009 2012 GURUJAMBESHWAR UNIVERSITY OF SCIENCE & TECHNOLGY HISAR

DECLARATION

I hereby certify that the work which is being presented in the project entitled, Improving Services And Awareness at Consumer Care Centers of NDPL in partial fulfillment of the requirements for the award degree of GJU, is an authentic record of my own work .The matter presented in this Project Report has not been submitted by me for the award of any other degree of this or any other University.

Ajay Sharma 09511242204

ACKNOWLEDGEMENT
A successful and satisfactory completion of any project is the outcome of invaluable and aggregate contribution of personal skill in the radical direction and the guidance of the concerned authorities. Even the best efforts are wasted without a proper guidance and advice. The success of any project is a result of hard work, dedication and the support of the well-wishers. I wish to express my gratitude and appreciation to all those who stood by me and gave me all the possible help. First and foremost are intellectual to my mentor Mr. VIJAY RANA for helping me in various ways. My sincere thanks to her for giving valuable suggestion and help in the project.

Finally I thank all the individuals whom I met during the completion of project and were obligingly granted information which eventually formed the life-blood of the project.

Ajay Sharma

OVERVIEW OF NDPL
North Delhi Power Limited (NDPL) is a joint venture between Tata Power Company and the Government of NCT of Delhi with the majority stake being held by Tata Power. It distributes electricity in North & North West parts of Delhi and serves a populace of 50 lakhs. The company started operations on July 1, 2002 post the unbundling of erstwhile Delhi Vidyut Board. With a registered consumer base of around 12 lakhs and a peak load of around 1350 MW, the companys operations span across an area of 510 sq kms.

Being a TATA group member, NDPL believes that the primary purpose of a business is to improve quality of life of people. NDPLs VISION, MISSION and Corporate Sustainability policy set the overall direction for community initiatives. The identification of the key communities is done on the basis of geographical spread of business, i.e. consumers of NDPL residing in North, North West Delhi.

NDPL has a three pronged CS strategy and broadly segments the community initiatives into :

Philanthropic CS : . These activities comprise of support to orphanages, child remand home, support to Multiple Sclerosis patients, blood donation, support to societies etc. Compensatory CS: These are the initiatives which are carried for the section of society was the name suggests philanthropic activities are mostly carried out in the form of charities & donations. NDPL believes that such initiatives have a long term business case for the societal well being.

Free health camps, drug de-addiction camps, accidental life insurance for jj cluster residents, vocational training, adult literacy program are few of the initiatives. The environment restoration initiatives to offset the environmental impact caused by our business are also taken into well consideration.

Business Oriented CS: These are the initiatives which besides serving societal needs also help in building a brand image of business, e.g. Energy Conservation through NDPL Energy Club, SA-8000

TABLE OF CONTENT
CONTENTS Page Number

Chapter 1 - Introduction
1.1. Overview of Industry as a whole 1.2. Profile of the Organization - Origin - Recent Achievements - Mission & Vision - Products - Organization Structure 1.3 Introduction to the Topic/Title/Problem Studied 1 3

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Chapter 2 - Objective & Methodology

2.1. Objectives of the Study 27 2.2. Research Methodology 27 o Research Design o Sources of data (Primary/Secondary) o Sampling Technique o Sample size, if any o Methods of data collection (Questionnaire, Interview, Observation etc.) o Tools and techniques of analysis 2.3 Limitatitions of the Study 30

Chapter 3 - Data Analysis & Interpretation Chapter 4 - Findings Chapter 5 - Recommendations ANNEXURES BIBLIOGRAPHY

31 42 44

EXECUTIVE SUMMARY
This project gives a comprehensive idea about the Consumer Relation Management of the NDPL. The project was also endeavor to study the distribution of the electricity in Delhi and presence of North Delhi Power Limited (NDPL) in it. This report also comprises the survey of the consumers by us for NDPL to the awareness level of the consumers.

We have divided the project into the six chapters; the first chapter includes the introduction of the company NDPL which engaged in providing electricity in Delhi, and also description about the Consumer Relation Management of the NDPL.

The second chapter tells about the Methodology followed by us to get our result. In third chapter we have given the finding and analysis on the basis of the data collected by us.

The fourth chapter concludes the result of the project done. In the fifth chapter we have discussed about our recommendations and suggestions after concluding the result of the data.

And finally in the sixth chapter we have discussed about the limitations while project done and survey.

CHAPTER 1 INTRODUCTION

NDPL ORGANISATION

Profile
North Delhi Power Limited (NDPL) is a joint venture between Tata Power Company and the Government of NCT of Delhi with the majority stake being held by Tata Power. It distributes electricity in North & North West parts of Delhi and serves a populace of 50 lakh. The company started operations on July 1, 2002 post the unbundling of erstwhile Delhi Vidyut Board. With a registered consumer base of around 12 lakh and a peak load of around 1350 MW, the companys operations span across an area of 510 sq kms.

NDPL has been the frontrunner in implementing power distribution reforms in the capital city and is acknowledged for its consumer friendly practices. Since privatization, the Aggregate Technical & Commercial (AT&C) losses in NDPL areas have shown a record decline. Today they stand at 14% which is an unprecedented reduction of over 74% from an opening loss level of 53%.

NDPL has also commenced work on establishing a new 108MW gas based combined cycle power generating facility at Rithala, North Delhi in its distribution network. The upcoming gas based captive generating facility is expected to be commissioned shortly.

NDPL has won several accolades for its pioneering efforts in power distribution reforms. It has the rare distinction of being the first power distribution utility from India to have received the prestigious honour in the international category by winning the 2008 Edison Award and again in 2009 for Policy Advocacy. Some of the other key recognitions include international Palladium Balanced Scorecard Hall of Fame award- 2008, SAP Ace

award 2008; UPN, USA metering award; Asian Power Award 2010 ( 4th consecutive year) and the Asian Power Most Inspirational CEO of the Year 2008 award. NDPL has also been conferred the National Award for Meritorious Performance thrice by the Ministry of Power, Government of India for outstanding performance in power distribution for 2004-2005, 2005-06 and 2008-09. NDPL is also the youngest company and the first power utility in India to receive the prestigious CII EXIM Award for strong Commitment to Excel. It is also the only distribution utility to receive the ISO 9001, ISO 14001 and OHSAS 18001 certification.

MANAGEMENT TEAM
S. No. 1. 2. 3. 4. 5. 6. 7. 8. 9. Name Sunil Wadhwa Arup Ghosh Ajay Nirula Ajay Kapoor Anil Kumar Choudhary Sudarshan Kr. Saini R.C. Kher Akhil Pandey V C Mathur Designation Managing Director Chief Technical Officer Chief Operating Officer Chief Financial Officer Head(HR & Admin) Head(Commercial) Advisor PEO & Chief Ethics Counsellor PEO Chief Mentor

10. 11.

Arunabha Basu Karan Vir Tandon

Head Technology VP Generation

CORPORATE PHILOSOPHY

Vision
To be the most trusted and admired provider of reliable & competitive power, and to be the company of choice for all stakeholders.

Mission
To deliver quality and cost effective electricity. To ensure excellence in consumer care To create a work environment this encourages safety, teamwork, learning and innovation. To meet or exceed all stakeholder expectations. To enrich quality of life in the society.

NDPL CORE VALUES

NDPL is a value driven organization and these values have continued to direct the companys growth and business. The six core values underpinning the way we do the business are:

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Integrity
NDPL must conduct business fairly, with honesty and transparency. Everything must stand the test of public scrutiny.

Understanding
NDPL must be caring, respectful, compassionate and humane towards colleagues and customers and always work for the benefit of the communities.

Excellence
NDPL must constantly strive to achieve the highest possible standards in day-to-day work and in the quality of goods and services.

Unity
NDPL must work cohesively with colleagues across the group and with customers and partners to build strong relationships based on tolerance, understanding and mutual cooperation.

Responsibility
NDPL must continue to be responsible and sensitive to the communities and environments in work, always ensuring that what comes to people goes back to people many times over.

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Agility
NDPL must work in a speedy and responsive manner and be proactive and innovative in approach.

BUSINESS EXCELLENCE

NDPL Business Excellence is an integral part of Business Management and is the application of quality management theory and tools to run business more efficiently. Business Excellence is the culture of NDPL, which works as an enabler to commitment to higher customer awareness, increase in stakeholder value & better process management through the never-ending cycle of continuous improvement.

Based on the principle of TQM & TBEM, NDPL instituted business excellence practices across functional areas. The thought of continuous and breakthrough improvement, preventive management and management by facts are being promoted through a range of BE initiatives.

Integrated Management System (IMS):

IMS at NDPL integrates all systems (ISO: 9001, ISO: 14001, SA 8000, OSHAS 18001, ISO 27001) and processes in to one absolute framework, enabling to work as a single unit with unified objectives. IMS helps NDPL to become a process driven organization, with each function aligned behind a single goal: improving the performance of the entire

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organization. An integrated system presents a clear, holistic picture of all aspects of organization.

Complaint Management System

NDPL has a unique SMS based Fault Management system using GSM which ensures that the No supply complaints lodged by a consumer gets addressed quickly and consumer feedback is also institutionalized as part of the process.

NDPL had a very rudimentary consumer care facilities in July 2002. Each of the 12 districts now has an online consumer care center each handled by Customer Care Executives under the supervision of Customer Relation Officers and Customer Service Officers.

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Introduced online connection management by consumers:

NDPL uploaded the Billing details of all its consumers on its website www.ndpl.com. Consumers can view their Bill, know the consumption pattern and can even print Duplicate Bill and make online bill payments.

Door Step delivery of new connections A unique first in India

To ensure that the consumer is provided with a new connection with absolutely no hassles, an NDPL representative visits the consumers premises and completes all formalities required for provision of a new connection there itself. NDPL has also started the SMS/email alert facility for new connection applicants as a reminder to make payment.

Privileged Consumer Scheme

To acknowledge and encourage its regular paying consumers, NDPL has institutionalized a privileged consumer scheme through which discounts are offered to its consumers.

Consumer Relationship Management

NDPL has institutionalized a structured approach towards Consumer Relationship Management as it organizes regular meetings with consumer representative groups such as RWAs, IWAs etc on 1st Saturday of every month in each district. Automated Bill Payment Kiosks for consumer convenience

NDPL has introduced Automated Bill Payment Kiosks, a first in Delhi and NCR region. This unique ATM like kiosks accept both cash and cheque payment towards electricity bills and even issue a receipt to the consumer. They are operational 365 days a year from 8 AM- 8 PM.

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BUSINESS DEVELOPMENT GROUP

With a view to leverage on NDPLs domain expertise and with an objective of providing end to end solutions to power utilities, NDPL Business Development Group has been constituted. The Group draws experience from some of the best known names in the Indian Power Sector fraternity, who have played a major role in their respective fields, contributing to NDPLs success.

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CONSUMER SERVICES

New Connection Load/Category/Name Change apply SMS & Email Alerts Print Duplicate Bill Power on Finger Tips New Connection Attribute Change(Name/Load/Category) Indemnity bond- Name change Installation Test Notice Meter testing Report ECS Registration

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Advance Payment Tips for No Supply Situations Tariff Details Know Your Bill Know Your Meter Internal Wiring Calculate your Energy Consumption Safety Energy Conversation Technique Climate Ethics Choose to Install Your Own Meter Metering Regulations Electronic Meters Complaint Registration & Complaint Status Grievance Escalation Bill Payment Avenues Customer Care Office NDPL offer customer support through a range of value added services like Email and SMS alerts relating to bills. Bill Due Date Alert Bill Summary through Email Bill Summary through SMS Print Duplicate Bill

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POWER ON FINGER TIPS

NDPL brings you a fast and convenient service where you can register your no supply complaints; get your last and current electricity bill details along with details of last five payments made to NDPL by simply by sending sms from your mobile phone. We can also apply for new meter connection through sms. So now get powered with a press of a button.

No supply complaints: NDPL NCC <type your K/CA no> and Send to 56070 Last bill Details: NDPL BL <type your K/CA no> and Send to 56070 Current bill details: NDPL CBL <type your K/CA no> and Send to 56070 Last 5 payment Details: NDPL PMNT <type your K/CA no> and Send to 56070 New meter connection: NDPL New and Send to 56070

CONNECTION CLASSIFICATION
As Approved by Delhi Electricity Regulatory Commission (DERC) consumers are classified into different categories depending upon the use of electricity and the amount of load sanctioned. NDPL tariff also varies from category to category

Domestic Connection
Connections under this category are provided for consumers as specified below: Residential consumers Hostels of recognized/aided institutions of Municipal Corporation of Delhi or Govt. of the NCT of Delhi Staircase lighting in residential flats separately metered Compound lighting, lifts and water pumps etc., for drinking water supply and firefighting equipment in residential complexes Dispensary/Hospitals/Public/Libraries/School/Working Women's Hostel/Orphanage/Charitable homes run by the Municipal Corporation of Delhi or the

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Government of the NCT of Delhi Small Health Centers approved by the Department of Health, Government of NCT of Delhi for providing Charitable Services only Recognized Centers for welfare of blind, deaf and dumb, spastic children, physically handicapped persons as approved by the Government of NCT of Delhi Places of worship Cheshire homes/orphanage Electric crematoriums.

All connections up to a load of 10 kW shall be serviced through a Single Phase 230 V, 50 Hz supply and connections above 10 kW shall be provided with a three phase 400 V, 50 Hz. supply. Past cases where 3 phase connections have been given for loads less than 10 kW, no. changes are contemplated by these Regulations

In group housing, and plotted development with multiple dwelling units, professional activity shall be permitted on any floor subject to maximum of 50% of the permissible or sanctioned FAR, whichever is less, of each dwelling unit.

In the case of plotted development with single dwelling unit, professional activity shall be permissible on any one floor only, but restricted to less than 50% of the permissible or sanctioned FAR whichever is less on that plot.

Non Domestic (Low Tension) Connection

Connections under this category are provided for consumers having load up to 100 kW for lighting, fan and heating/cooling power appliances in all non-domestic establishments as defined below: Hostels (other than those recognized/aided institutions of Municipal Corporation of Delhi or Govt. of the NCT of Delhi) Schools/colleges (Other than those run by Municipal Corporation of Delhi or the Government of NCT Delhi) Auditoriums, Hospitals, nursing homes/diagnostic centers other than those run by Municipal Corporation of Delhi or the Govt. of NCT of Delhi.

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Railways (other than traction), Hotels and restaurants, Cinemas, Banks, Petrol pumps, ice-cream parlours.

All other establishments, i.e., shops, chemists, tailors, washing, dyeing etc. which do not come under the Factories Act. Cattle farms, fisheries, piggeries, poultry farms, floriculture, horticulture, plant nursery, Farm houses being used for commercial activity DMRC for its commercial activities other than traction and any other category of commercial consumers not specified/covered in any other category in this Section

All connections up to a load of 10 kW shall be serviced through a Single Phase 230 V, 50 Hz supply and connections above 10 kW and up to 100 kW shall be provided with a three phase 400 V, 50 Hz. supply. Wherever three phase supply is required for loads below 10 KW, necessary justification shall be provided along with such request for consideration of Licensee for extending such supply

For the above mentioned Domestic & Non-Domestic Low Tension connection will be required to submit the following documents in NDPL district office of your area: Application-cum-agreement form duly signed by consumer Test report from a licensed wiring contractor for the load applied by consumer Lawful proof of occupancy N.O.C. for land use/trade certificate/license in residential/non-conforming

Mixed Load High Tension (MLHT) Connection:

MLHT connections are provided to consumers having load (other than industrial load) above 100 kW for lighting, fan, heating/cooling and power appliances in Domestic/NonDomestic establishments including pumping loads of Delhi Jal Board / Delhi Development Authority/ Municipal Corporation of Delhi and supply to Delhi Metro Rail Corporation (DMRC) Ltd. for their on going construction projects and for commercial purposes other than traction

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All connections shall be serviced through 11 kV, 50 Hz. three phase supplies. Supply at extra high voltage (33 kV and more) or 400 volts may also be given

Industrial Connection: There are two kinds of industrial connections

a. Small Industrial Power Supply (SIPS)

Such connections are provided to Industrial consumers with load up to 100 kW including for lighting, heating and cooling load

All connections shall be serviced through a Single Phase 230 V, 50 Hz supply or three phase 400 V, 50 Hz. supplies

b. Large Industrial Power Supply (LIPS)

Such connections are provided to large industrial consumers having load above 100 kW including for lighting, heating and cooling load

All connections shall be serviced through 11 kV, 50 Hz. Three Phase Supply. Supply at extra high voltage (33 kV and above) or LT may also be given

For the above mentioned Industrial connections will be required to submit the following documents in NDPL district office of your area: Application-cum-agreement form Test report from a licensed wiring contractor for the load applied for and a certificate from Electrical Inspector, Delhi Govt., for H.T. installations Lawful proof of occupancy Valid MCL license or Lal Dora Certificate (for rural areas), Adhoc license /N.O.C Approval of High Power Committee in Residential/ Non-conforming area

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Agriculture Connection
Connections under Agriculture Category are provided for tube wells for irrigation, threshing and kutti-cutting in conjunction with pumping load for irrigation purposes and for lighting load for Bonafide use in Kothra

All connections shall be serviced through a Single Phase 230 V, 50 Hz supply or Three Phase, 400 V, 50 Hz supply

Mushroom Cultivation Connection:

Connections up to 100 kW under this category are provided for mushroom growing/cultivation

All connections shall be serviced through a Three Phase 400 V, 50 Hz supply

For the above mentioned Agriculture & Mushroom cultivation connections will be required to submit the following documents in NDPL district office of your area:

Application-cum-agreement form duly signed by consumer Test report from a licensed wiring contractor for the load applied for by consumer Lawful proof of occupancy Recommendation/NOC from Development Commissioner, Govt. of Delhi or B.D.O. of consumers block

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Street lighting
Connections under this category are provided to all street lighting consumers including Municipal Corporation of Delhi, Delhi Development Authority, Public Works Department/Central Public Works Department/Delhi State Industrial Development Corporation/Military Engineering Service/Co-operative Group

Housing Societies and the Slums Department of the Government of NCT of Delhi etc

All connections shall be serviced through 400V, 50 Hz, Three Phase Supply or 230 V, 50 Hz. Single Phase Supply depending upon load

Signal and Blinkers

Such connections are provided for traffic signals and blinkers of Traffic Police

All connections shall be serviced through 230 V, 50 Hz. Single Phase Supply

Railway Traction
Connections under this category are provided for railway traction other than Delhi Metro Rail Corporation for connected load above 100 KW

All connections shall be serviced through 220kV, 66kV or 33kV, 50Hz, Three Phase Supply

Delhi Metro Rail Corporation Ltd.

Connections under this category are provided for Delhi Metro Rail Corporation for its traction and operational requirements

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All connections shall be serviced through 220 kV, 66 kV or 33 kV, 50 Hz. Three Phase Supply.

Security concerns
A large challenge faced by developers and users is found in striking a balance between ease of use in the CRM interface and suitable and acceptable security measures and features. Corporations investing in CRM software do so expecting a relative ease of use while also requiring that customer and other sensitive data remain secure. This balance can be difficult, as many believe that improvements in security come at the expense of system usability.

Research and study show the importance of designing and developing technology that balances a positive user interface with security features that meet industry and corporate standards. A 2002 study shows, however, that security and usability can coexist harmoniously. In many ways, a secure CRM system can become more usable.

Researchers have argued that, in most cases, security breaches are the result of user-error (such as unintentionally downloading and executing a computer virus). In these events, the computer system acted as it should in identifying a file and then, following the users orders to execute the file, exposed the computer and network to a harmful virus. Researchers argue that a more usable system creates less confusion and lessens the amount of potentially harmful errors, in turn creating a more secure and stable CRM system.

Technical writers can play a large role in developing customer relationship management systems that are secure and easy to use. A series of 2008 research shows that CRM systems, among others, need to be more open to flexibility of technical writers, allowing these professionals to become content builders. These professionals can then gather information and use it at their preference, developing a system that allows users to easily access desired information and is secure and trusted by its users.

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Marketing
CRM systems for marketing help the enterprise identify and target potential clients and generate leads for the sales team. A key marketing capability is tracking and measuring multichannel campaigns, including email, search, social media, telephone and direct mail. Metrics monitored include clicks, responses, leads, deals, and revenue. Alternatively, Prospect Relationship Management (PRM) solutions offer to track customer behavior and nurture them from first contact to sale, often cutting out the active sales process altogether.

In a web-focused marketing CRM solution, organizations create and track specific web activities that help develop the client relationship. These activities may include such activities as free downloads, online video content, and online web presentations.

Customer service and support

Recognizing that service is an important factor in attracting and retaining customers, organizations are increasingly turning to technology to help them improve their clients experience while aiming to increase efficiency and minimize costs. Even so, a 2009 study revealed that only 39% of corporate executives believe their employees have the right tools and authority to solve client problems.

Strategy
For larger-scale enterprises, a complete and detailed plan is required to obtain the funding, resources, and company-wide support that can make the initiative of choosing and implementing a system successfully. Benefits must be defined, risks assessed, and cost quantified in three general areas: Processes: Though these systems have many technological components, business processes lie at its core. It can be seen as a more client-centric way of doing business, 25

enabled by technology that consolidates and intelligently distributes pertinent information about clients, sales, marketing effectiveness, responsiveness, and market trends. Therefore, a company must analyze its business workflows and processes before choosing a technology platform; some will likely need re-engineering to better serve the overall goal of winning and satisfying clients. Moreover, planners need to determine the types of client information that are most relevant, and how best to employ them.

People: For an initiative to be effective, an organization must convince its staff that the new technology and workflows will benefit employees as well as clients. Senior executives need to be strong and visible advocates who can clearly state and support the case for change. Collaboration, teamwork, and two-way communication should be encouraged across hierarchical boundaries, especially with respect to process improvement. Technology: In evaluating technology, key factors include alignment with the companys business process strategy and goals, including the ability to deliver the right data to the right employees and sufficient ease of adoption and use. Platform selection is best undertaken by a carefully chosen group of executives who understand the business processes to be automated as well as the software issues. Depending upon the size of the company and the breadth of data, choosing an application can take anywhere from a few weeks to a year or more.

Development
Thoughtful and thorough development can avoid many of the challenges and obstacles faced in using and implementing a customer relationship management system. With shifts in competition and the increasing reliance by corporations to use a CRM system, development of software has become more important than ever. Technical communicators can play a significant role in developing software that is usable and easy to navigate.

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Privacy and data security system

One of the primary functions of these tools is to collect information about clients, thus a company must consider the desire for privacy and data security, as well as the legislative and cultural norms. Some clients prefer assurances that their data will not be shared with third parties without their prior consent and that safeguards are in place to prevent illegal access by third parties.

WHAT IS CRM?

CRM stands for Customer Relationship Management. It is a process or methodology used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistake. The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends.

CRM is the abbreviation for customer relationship management. CRM entails all aspects of interaction that a company has with its customer, whether it is sales or service-related. CRM is often thought of as a business strategy that enables businesses to:

Understand the customer Retain customers through better customer experience Attract new customer Win new clients and contracts Increase profitably Decrease customer management costs

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While the phrase customer relationship management is most commonly used to describe a business-customer relationship, however CRM systems are used in the same way to manage business contacts, clients, contract wins and sales leads.

CRM solutions provide you with the customer business data to help you provide services or products that your customers want, provide better customer service, cross-sell and up sell more effectively, close deals, retain current customers and understand who the customer is.

Technology and the Web has changed the way companies approach CRM strategies because advances in technology have also changed consumer buying behavior and offers new ways for companies to communicate with customers and collect data about them. With each new advance in technology -- especially the proliferation of self-service channels like the Web and smart phones -- customer relationships is being managed electronically.

Many aspects of CRM relies heavily on technology; however the strategies and processes of a good CRM system will collect, manage and link information about the customer with the goal of letting you market and sell services effectively.

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MARKET STRUCTURE OF CRM

Vendor

2008 revenue

2008 Share (%)

2007 Revenue

2007 Share (%)

2006 Revenue

2006 Share (%)

SAP Oracle

2055 1475

22.5 16.1 10.6 6.4 4.9 39.6 100

-2.8 1319.8 676.5

332.1 421.0 3,289.1 8,089.3

2050.8 16.3 8.3 4.1 5.2 40.6 100

25.3 1016.8 451.7 176.1 365.9 2881.6 6573.8

26.6 15.5 6.9 2.7 5.6 43.7 100

Salesforce.com 965 Microsoft Amdocs Others Total

481 451 3620 9147

WHAT IS SAP?
SAP stands for System Applications and Products in Data Processing. And it is a top selling ERP (Enterprise Resource Planning) Package. There are lots of career opportunities of SAP. Basically anyone having a degree can go for SAP certification which may be technical (developer or programmer) or Functional (like Financial Accounting (FI), Plant Maintenance (PM Etc)

Certification would take 3 lakhs through Siemens institute (SAP's Education Partner)...once u get certified u will be a most wanted person in the job market

SAP, started in 1972 by five former IBM employees in Mannheim, Germany, states that it is the world's largest inter-enterprise software company and the world's fourth-largest independent software supplier, overall.

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The original name for SAP was German: System Application Product German for "Systems Applications and Products." The original SAP idea was to provide customers with the ability to interact with a common corporate database for a comprehensive range of applications. Gradually, the applications have been assembled and today many corporations, including IBM and Microsoft, are using SAP products to run their own businesses.

SAP applications, built around their latest R/3 system, provide the capability to manage financial, asset, and cost accounting, production operations and materials, personnel, plants, and archived documents. The R/3 system runs on a number of platforms including Windows 2000 and uses the client/server model. The latest version of R/3 includes a comprehensive Internet-enabled package.

SAP has recently recast its product offerings under a comprehensive Web interface, called mySAP.com, and added new e-business applications, including customer relationship management (CRM) and supply chain management (SCM).

As of January 2007, SAP, a publicly traded company, had over 38,4000 employees in over 50 countries, and more than 36,200 customers around the world. SAP is turning its attention to small- and-medium sized businesses (SMB). A recent R/3 version was provided for IBM's AS/400 platform.

Features & Functions

SAP Customer Relationship Management (SAP CRM) includes features and functions that support core business processes in the following areas: Marketing Analyze, plan, develop, and execute all marketing activities through all customer interaction points. This central marketing platform empowers marketers with complete business insights enabling you to make intelligent business decisions and to drive end-to-end marketing processes.

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Sales Maintain focus on productive activity to acquire, grow, and retain profitable relationships with functionality for sales planning and forecasting, territories, accounts, contacts, activities, opportunities, quotations, orders, product configuration, pricing, billing, and contracts. Service Reduce the cost of service while enhancing customer awareness with support for sales and marketing for service; service contract management; customer service and support; return and depot repair; field service management; warranty and claim management; installation and maintenance; parts logistics and finance; and service analytics. Call centers, channel service, and e-service provide multiple channels for service delivery. Partner channel management Attain a more profitable and loyal indirect channel by managing partner relationships and empowering channel partners. Improve processes for partner recruitment, partner management, communications, channel marketing, channel forecasting, collaborative selling, partner order management, channel service, and analytics for partners and channel managers. Interaction center Maximize customer loyalty, reduce costs, and boost revenue by transforming your interaction center into a strategic delivery channel for marketing, sales, and service efforts across all contact channels. Activities such as telemarketing, telesales, customer service, multifunctional shared service, and interaction center management are supported. Web channel Increase sales and reduce transaction costs by turning the Internet into a valuable sales, marketing, and service channel for businesses and consumers. Increase profitability and reach new markets with functionality for e-marketing, e-commerce, eservice, and Web channel analytics. Deploy these capabilities directly against the SAP ERP application or with SAP CRM as a fully integrated customer channel.

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Business communications management Improve contact center and communicationdependent business process effectiveness and reduce costs through SAP Business Communications Management an all-software, IP-based communications solution, natively integrated with SAP CRM. Whether customers contact your company by phone, e-mail, chat, text message, or fax, SAP Business Communications Management routes the contact to the right person with the right skills, whether the person is in the office or working remotely all without the need for costly, cumbersome hardware-based communications systems, significantly reducing total cost of ownership. Real-time offer management Advanced recommendation engine that optimizes any decision-making process across all customer interaction channels, enabling you to take the most appropriate next action to enhance customer relationships and maximize your customers' lifetime value.

SAP CRM also supports several industry-specific processes with functionality designed to meet the individual needs of diverse industry groups, for example: Trade promotion management Empowers account and trade managers to improve control and visibility of the entire trade promotion process. The end-to-end solution enables managers to accurately plan, maximize profitability and increase brand presence with trade activities. In working with our experts, your organization can achieve financial excellence, attain operational excellence, function as a sustainable enterprise, and become a best-run business that leverages its IT landscape to transform strategy into realized outcomes. SAP predefined services Helps organizations analyze, deploy, and optimize SAP applications while gaining much needed predictability and faster time-to-value via our engineering-driven methodology and modular-based approach

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Engagement flexibility Helps organizations use our three-dimensional integrated service delivery model to identify and select the IT services that best match their particular requirements for projects ranging from implementations to upgrades to support Financial excellence Provide organizations with a portfolio of service offerings that can help them review their financial processes; establish industry best practices, and customers streamline financial reporting and month-end closing. Strategic IT Helps IT personnel use SAP solutions to develop business plans and IT infrastructure, identify and assess the business value of IT solutions and processes, and gain the functionality needed to realize business goals and generate competitive advantages Operational excellence Helps organizations improve their IT landscape, develop enduser training and certification programs, and integrate IT processes that support outsourcing services and composite IT solutions, offering them guidance in using our field-tested tools, techniques, and methodologies to realize business goals and generate competitive advantages Sustainability Helps organizations to holistically manage the economic, social, and environmental risks and opportunities involved in implementing sustainability initiatives and establishing their business as a sustainable enterprise

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SAFETY TIPS
Faulty electrical wiring or equipment and misuse of electrical appliances are usually the main causes of hazard at homes. Here are some tips for electrical safety to use electricity / appliances at home in a safe manner to avoid accidents at home:

1) When not in use, unplug all appliances

A hairdryer can electrocute if it falls into a pail of water, or sinks in a bathtub.

2) Use the correct size and ISI make of fuse

Incompatibility will cause excess current to flow in electrical appliances and house wiring. This can damage electrical appliances and can also lead to fire.

3) Never replace a burn-out fuse with other materials

Wires or other conductors will not break in case of short circuit.

4) If light switches or outlets feel warm to the touch, turn them off

Call a qualified electrician to immediately check the wiring and condition of switches.

5) Avoid "octopus connections"

Overloading might occur if multiple cords are connected to outlets designed for only one or two plugs and can lead to burning of supply socket.

6) Warn kids not to peep and poke at electrical outlets Shield exposed outlets with detachable plastic cover plugs to avoid electrocution specially, which can easily be touched by kids.

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7) Electrical cords

Extension cords should be used only when necessary and for temporary use only. It is not a substitute for the permanent or fixed wiring.

Keep all electrical cord away from areas where they may be pinched, such as off the floor, out of walkways, and out of doorways. When possible, move the electrical appliances closer to the outlet.

The extension cord should never be stapled or nailed to the surface.

The appliances should be unplugged by removing the plug and not by pulling the cord.

8) Place TV sets away from windows

Rainwater, if it enters the TV housing will cause electrical shock. Also, avoid placing vases, drinking or wine glasses on top of TV sets. The TV set should not be covered with a cloth / plastic cover when it is on. This can lead to sustaining of heat inside the TV set, which may damage the set.

9) Keep small objects away from TV sets

Paper clips, nails and other small metal objects are conductors of electricity. They will cause electrical shock.

10) Only licensed electricians should handle electrical problems

Electricity is hazardous, so only qualified electrician should handle any electrical related maintenance activity.

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11) Visual Inspection before use

Do not use any appliances or extension cord that shows signs of damaged insulation or exposed wiring. To ensure safe operation, all electrical equipment should be visually inspected before they are used.

CONSERVATION
India needs to add 12000 MW of electricity every year to meet the growing demand of power consumption in the country, especially in the industrial sector, which accounts for 56% of total energy consumed. This would require an enormous annual investment - of nearly 50,000 crores! Efficient demand side management supported by innovative energy conservation techniques in the industrial and commercial sector could save around 25% of consumption, which is equivalent to 30,000 MW of power generated.

India has 15% of world population but has only 2% of world oil reserves and hence its time for industries and commercial establishments to focus on energy conservation by adopting latest technologies and devices. In the last 10-15 years, the cost of power in the country has raised manifold impacting the competitiveness of the industry. This further calls for energy conservation.

Conserving or saving energy follows a national concern. Efficient Energy Management is a key to sustain the Competitiveness of the Indian Industry. Energy efficiency will lead to benefits in terms of competitiveness and a better share of the international market. Energy saving requires not just efficient equipment, appliances and gadgets, but most importantly requires a change in the habits and attitude that we have towards energy in general and electricity in particular.

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CHAPTER-2 OBJECTIVES AND METHODOLOGY

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OBJECTIVES OF THE RESEARCH

The basic purpose of the research was to identify the consumer issues and services of the NDPL. The key objectives of the research are as Follows: (1) To know about the consumer behavior. (2) To know about the consumer awareness from services. (3) To make the consumer aware about the services of the NDPL. (4) With the help of the questionnaire the company can made the important changes in the services so that the company reaches towards the consumer awareness.

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RESEARCH METHODOLOGY
Methodology in the applied sense refers to various methods used by the researcher right from data collection and various techniques used for the same for interpretation and inference. Methods and techniques are often used synonymously in research literature. Research methodology is what must be done, how it will be done, what data will be needed, what data gathering will be employed, how sources of data will be selected and how the data will be analyzed and conclusions reached. When we talk of research methodology we not only talk of the research methods but also consider the logic behind the methods we use in the context of our research study and explain why we are using a particular method or technique and why we are not using others so that research results are capable of being evaluated either by the researcher himself or by others.

Research methodology is considered as the nerve of the project. Without a proper wellorganized research plan, it is impossible to complete the project and reach to any conclusion. Secondary data collected from various sources to collect appropriate data, which work as a base for drawing conclusion and getting result.

Therefore, research methodology is the way to systematically solve the research problem. Research methodology not only talks of the methods but also logic behind the methods used in the context of a research study and it explains why a particular method has been used in the preference of the other methods.

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RESEARCH DESIGN A research design is the specification of methods and procedures for acquiring the needed information. It is overall operational pattern or framework of the project that stipulates what information is to be collected from which source by what procedure. There are three types of objectives in a marketing research project: Exploratory Research. Descriptive Research. Casual Research.

1. Exploratory Research:The objective of exploratory research is to gather preliminary information that will help define problems and suggest hypothesis. 2. Descriptive Research:The objective of descriptive research is to describe things, such as the market potential for a product or the demographics and attitudes of consumers who buy the product. 3. Casual Research:The objective of casual research is to test hypothesis about casual and effect relationships.

SECONDARY DATA
Information regarding the project, secondary data was also required. These data were collected from various past studies, Newspapers and other sources of the company. Thus, data is collected from already available information.

PRIMARY DATA
The first hand collected data is known as primary data. a) Telephone interviews: Collection of information from respondents via telephone.

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b) Through questionnaires: Questionnaires was filled by the respondents. c) Personal interviews: Collection of information in a face-to-face situation.

DATA ANALYSIS DESIGN

Data has been analyzed using some measures of central tendency and percentages. The analyzed data has been depicted using bar diagrams and pie charts.

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TYPES OF RESEARCH

There are many types of the research like descriptive, Analytical, basic, applied etc.

Descriptive Research: In this type of research I have collected data by observation, and ask consumers about services of the NDPL.

Analytical Research: I also have collected data from already available information. In this research correlation technique is also used to analyze the data.

Basic or Pure Research: Visit to the company. I have got many people who are not satisfied with the services of NDPL. This enhances my ability of dealing with the people and makes them satisfied.

Applied Research: The research which has immediate commercial potential is called applied research. Applied research can further be classified as problem oriented and problem solving research. Problem Oriented Research During the research I have met with many people who are having many problems regarding the poor services and many other problems. Most of the consumers were said about the billing procedure. Problem solving Research NDPL is facing the main problem about the spreading the information about the services and the distributing the Bills near by the area which I have visited.

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SAMPLE ELEMENT AND SAMPLE UNIT SAMPLE AREA: Delhi TIME LIMIT: 4 weeks SAMPLING TECHNIQUE - RANDOM SAMPLING SAMPLE SIZE 50

2.3 LIMITATIONS OF RESEARCH

The main purpose of this study is get idea about the preference of the customers towards NDPL. But there are certain factors which affects this study they are as follow: Since the sampling procedure was judgmental, the sample selected may not be true representative of the population.

Economic and market conditions are very unpredictable (Present and future).

The project duration is limited to 4 weeks so it limits the area of study.

It was difficult to find respondents as they were busy in their schedule, and collection of data was very difficult.

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CHAPTER 3 DATA ANALYSIS AND INTERPRETATION

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1. Consumer Care Center 2. Call Center 3. Internet 4. Website

68% 24% 2% 6%

Q1. Which option would you prefer to choose for lodging your complaint?

Consumer Care Centre Call Centre Internet Website

Interpretation
According to the survey conducted 68% of the sample consumer preferred to visit Consumer Care Centre, 24% of the sample consumer preferred to lodge their complaints on Call Centers, 2% of the sample consumer preferred Internet whereas 6% of the sample consumer prefer lodging their complaints on NDPL Website.

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1. Commercial 2. Street Light 3. Operational

4. 5. Theft Harassment and Safety Issues None of Above

66% 2% 8% 0% 24%

Q2. Are You using our call centre no. If yes, which one?
Commercial(66111912) Street Light(66404444) Operational(66404040) Theft Harrasment and Safety Issues(27486030) None of the above

Interpretation
According to the survey conducted 66% of the sample consumers using Call Center called Commercial (66111912), 2% of the sample consumers using Call Center called Street Light (66404444), 8% of the sample consumers using Call Center called Operational (66404040) 0% of the sample consumers using Call Center called Theft Harassment and safety Issues (27486030), whereas 24% of the sample consumers using Call Center used None of the Above mentioned Call Centers.

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1. Yes 2. No

68% 32%

Q3. Are you aware of our sms services?

Yes

No

Interpretation
According to the survey conducted 68% of the sample consumers were aware of the SMS services provided by NDPL whereas 32% of the sample consumers were unaware of the SMS services.

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1. New Connection 2. No Supply Complaint 3. Last Bill Details 4. Last 5 Bill Details 5. Current Bill Details 6. None of the above

8.82% 0% 5.88% 0% 38.25% 47.05%

Q.4. If you are aware of our sms services. Please tick the using option.

New Connection No Supply Complaint Last Bill Details Last 5 Bill Details Current Bill Details None of the above

Interpretation
According to the survey conducted 8.82% of the sample consumes used the SMS services for New Connection Related issues, 0% of the sample consumers used SMS services for no supply complaints, 5.88% of the sample consumers used SMS services for Current for Last Bill Details, 0% of the sample consumers used SMS services for Last 5 Bill Details, 38.25% of the sample consumers used SMS services for Current Bill Details, 47.05% of the sample consumers used SMS services for None of the above messaging options.

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1. Yes 2. No

80% 20%

Q.5. Would you like to registered your mobile number with NDPL?

Yes No

Interpretation
According to the survey conducted 80% of the sample consumers wanted to register for the SMS services provided by NDPL whereas 20% of the sample consumers did not want to register for the SMS services.

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1. Yes 2. No

54% 46%

Q6. Are you using internet connections?

Yes No

Interpretation
According to the survey conducted 54% of the sample consumers used internet connections whereas 46% of the sample consumers did not use internet connections.

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1. Yes 2. No

30% 70%

Q7. Are you aware about NDPL website?

Yes No

Interpretation
According to the survey conducted 30% of the sample consumers were aware of the web services provided by NDPL whereas 70% of the sample consumers were unaware of the web services.

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1. Yes 2. No

12% 88%

Q8. Are you using NDPL website?

Yes No

Interpretation
According to the survey conducted 12% of the sample consumers used NDPL website whereas 88% of the sample consumers did not use NDPL website.

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1. Yes 2. No

44% 56%

Q9. Would you like to register your E-mail Id with NDPL for internet services?

Yes No

Interpretation
According to the survey conducted 44% of the sample consumers wanted to register their E-mail Ids with NDPL whereas 56% of the sample consumers did not want to register their E-mail Ids with NDPL.

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1. For making Bill Payment 2. For Complaint Registration 3. For Request Registration 4. For Duplicate Bill 5. Other 6. None of the Above

16.7% 0% 0% 49.9% 33.4% 0%

Q10. If you are using NDPL website, then for what purpose are you using it?

For making bill payment For complaint registration For request registration For duplicate bill Other None of the Above

Interpretation
According to the survey conducted 16.7% of the sample consumes used the NDPL website for making bill payments, 0% of the sample consumers used NDPL website for registering their complaints, 0% of the sample consumers used NDPL website for registering their request, 49.9% of the sample consumers used NDPL website for duplicate bill related issues, 33.4% of the sample consumers used NDPL website for other issues, 0% of the sample consumers used NDPL website for none of the above options.

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1. New Connection Related 2. Meter Related 3. Bill Related 4. Other

10% 4% 78% 8%

Q11. What is the purpose of todays visit?

New Connection Related Meter Related Billing Related Other

Interpretation
According to the survey conducted 10% of the sample consumers visited the Consumer Care Center for New Connection Related issues, 4% of the sample consumers visited the Consumer Care Center for Meter Related issues, 78% of the sample consumers visited the Consumer Care Center for Billing Related issues whereas 8% of the sample consumers visited the Consumer Care Center for other purposes.

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1. Yes, Fully Satisfied. 2. Yes, but not on Time 3. No

76% 14% 10%

Q12. Are your Complaints solved successfully in Time?

Yes, Fully Satisfied Yes, but not on Time No

Interpretation
According to the survey conducted 76% of the people were happy that there complaints are solved within time, where as 14% of people feel that their problems are solved but not in time and rest 10% are not satisfied.

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CHAPTER 4 FINDINGS

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FINDINGS
Negative Traits Non delivery of bills Centralized system not effectively utilized Very slow processing of requests. Lack of utilization of drop box. Lack of spread of information, updating and exact information Long internal process. CCS counters are less as per consumers. Lacking in promotional activity.

Positive traits NDPL provides web services which are convenient to consumers. Good escalation of complaints. Queue management system (token) avoids the queues in cc centers. Separate counters for handicapped and senior citizens. Good safety measures. Good infrastructure. Good working environment. Latest technology is used. Good networking between the employees of different districts. Collection of documents from the consumer premises.

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CHAPTER 5 RECOMMENDATIONS

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RECOMANDETIONS
After completing the analysis and observation I want to recommend and suggest some important facts to the NDPL.

Company should improve the services as it is the main factor for consumer awareness. Doing promotion in area where the consumers are not aware about the services of the NDPL. Putting up banners in areas. Bills must be delivered in the consumers premises at time. Centralized system must be used effectively and efficiently. NDPL must have to aware the consumer about the services such as ATP machines, drop box, NDPL website etc. Internal process must be short and simple. Bills must not be as arrear in new bill if the consumer had paid the bill. Executives and employees must be well trained for their work to avoid the heavy workload and manage the workload. Web services are good but it lack awareness among the consumers, thus it is must to aware the most of the consumers. Processing of requests must take short interval of time rather than a long process Software System (SAP) is very slow, it must be fast in registering requests and complaints. Bill distributers must have a fixed area and fixed number of bills to be distribute. Consumer Care Centers must have an enquiry counter.

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ANNEXURES

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QUESTIONARE
Q1. Which option would you prefer to choose for lodging your complaint? 5. Consumer Care Center 6. Call Center 7. Internet 8. Website

Q2. Are you using our Care Center number? If yes which one? 1. Commercial 2. Street Light 3. Operational 4. Theft Harassment and Safety Issues 5. None of Above

Q3. Are you Aware of our Message Service? 1. Yes 2. No

Q4. If you are aware of our message service, Please tick the option using7. New Connection 8. No Supply Complaint 9. Last Bill Details 10. Last 5 Bill Details 11. Current Bill Details 12. None of the above

Q5. Would you like to register your Mobile Number With NDPL? 1. Yes 2. No

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Q6. Are you using Internet Connection? 1. Yes 2. No Q7. Are you aware about NDPLs website? 1. Yes 2. No Q8. Are you using NDPLs website? 1. Yes 2. No

Q9. Would you like to register your E-mail id with NDPL for internet services? 1. Yes 2. No Q10. If you are using NDPLs website, then for what purpose are you using it? 7. For making Bill Payment 8. For Complaint Registration 9. For Request Registration 10. For Duplicate Bill 11. Other 12. None of the Above Q11. What is the purpose of Todays Visit? 5. New Connection Related 6. Meter Related 7. Bill Related 8. Other

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Q12. Are your Complaints solved successfully in Time?

4. Yes, Fully Satisfied. 5. Yes, but not on Time 6. No

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BIBLIOGRAPHY

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Bibliography
I would like to thank NDPL for providing me excellent opportunity where I can grow and get trained in a brilliantly structured, mentored, and guided way at all the times. I would like to thank the people whom I consider as my mentor without whom this project would not have been possible. 1. Ms. Simran Tibb (HR- Civil Lines) 2. Mr. hare krishan (enforcement) 3. Mr. Syed Hasan Imam 4. Mr. Anurag Khurana (Commercial Manager- Inder Puri) 5. Ms. Veena Garg (CRO- Inder Puri) 6. Ms. Amandeep Kaur (CCS- Inder Puri)

7. Mr. Manoj MIshra (CCS- Inder Puri) 8. Mr. Mange Lal (CCS- Inder Puri)

Websites: www.ndpl.com www.bsesdelhi.com www.google.com www.wikipedia.com

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