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Success Stories or Challenges faced related to the working at locations.

Success Stories or Challenges faced related to the working at locations. By (K. Mohan), Manager (CS)/Medak SA, Andhra Pradesh. Description of Problem faced/opportunity spotted. Customer Profile.

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Success Stories or Challenges faced related to the working at locations.

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  1. Success Stories or Challenges faced related to the working at locations. By (K. Mohan), Manager (CS)/Medak SA, Andhra Pradesh.

  2. Description of Problem faced/opportunity spotted.Customer Profile. • M/s. Fenner (India) Ltd., Patancheru/Medak District/AP (SAP: 126596) is our long associating customer on HSD 24 KL/Month Ex-Hyderabad Terminal and FO 80 MTs/Month on Ex-MI Ex-Tondiarpet Terminal/Chennai. • Customer manufacturing Automotive Belts, Pulleys, Couplings, Variable Speed Drives, Clutches & Gear Boxes.

  3. Description of Problem faced/opportunity spotted.Problem faced…. • Customer called over phone on 11.10.2011 at 1400 Hrs and reported their plant is down due to inferior Furnace Oil received and hence they asked us to rush to meet their GM (Plant). • With the clearance from SDCSM/SDO, I reported the customer premises at 1830 Hrs. • Met GM (Plant) and he was in a furious mood, since their plant is down due to clogging/chocking of injectors in their Boiler. I assured him that, though it is Ex-MI supplies, I’ll put the fullest efforts to find and resolve the issue. And he agreed for the same to check. • FO sample drawn from the UG Tank and tested for density and found density @ 15°C tallying with our invoice. • When smelled, the product was having pungent smell and ensured that the product is mixed with some chemical material. • Discussed with the Transporter with different questions (filled time at location, reported time of Customer location etc.,).

  4. Description of Problem faced/opportunity spotted.Problem solving…. • Started checking & enquired with all their Officials, staffs related with FO checking/unloading and found OK. • When checked Raw Material Entry gate register, it was found that the TT number entered on the particular day is not tallying with the TT number available in IOCL invoice. Reported the same to GM (Plant), he called their Sr. Manager (Materials) and Purchase In-charge and enquired in assertive manner. During enquiry, it revealed that, due to the FO exhausted and in view of their procedure to make payment to IOCL for FO procurement, without the knowledge of their Plant Head, they procured an FO load from local Private player (product called Mumbai FO) and that product created all nuisance to their boiler and down. • Doubt on IOCL product got it cleared and GM (Plant) regained confident on IOCL.

  5. Description of Problem faced/opportunity spotted.Lessons learnt…… • In case of any customer complaint on Quality, don’t restrict with limited information, go all around and check all relevant documents/registers to prove our IOCL’s quality standards to safe guard our Corporation’s image. Thank You

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