BE TRUE TO YOUR CUSTOMER
BE TRUE TO YOUR CUSTOMER
In an increasingly competitive world. Companies are finding that the
recipe of success not in out maneuvering the competition, out in going along
with their customer.
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A Satisfied customer is an asset to a Company.
More emphatic and aggressive are the minus points that comes with
dissatisfying a customer, A dissatisfied customer may fission any negative
points of us to others. Bad news spread faster (free of course) then the
speed with which Good news spreads. I divide customers into four categories
given as below:
1.0. Innovators:-
Who are venturesome, Adventuristic and unmindful. eg. sponge Iron of
Jharsuguda, Rourkela and Sundargarh.
2.0. Early
Adoptors:- Who selectively Adopt new ideas and thereafter propagate them
in a wide area. eg. Jinkpani & Jhargram.
3.0. Early
Majority:- Who are not necessary the foremost to lead, but are well ahead
of the common public eg. SMD, KPKD,
KRPH, JCP etc.
4.0. Late
Majority:- Who takes lessons from ‘ Early Majority’ rather late and
delayed eg. TNEB.
5.0. Stead
fast:- Who are highly reluctant to change eg. ROU.
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BASIC NEED OF A
CUSTOMER:
* Accurate weighment
* Minimum Accurate penal charges
* Size of coal ( 100 mm)
* Speed of work regarding annexure and
Railway receipt etc.
COMPLAINTS BY
CUSTOMERS:
* Quality not suiting their plants
* Shortage of coal received
* Oversize of coal jamming grizzly.
BOTTLENECK AT SIDING:
* Variation in Geological condition of mine
WORKING CONDITION OF
SIDING:
* Weighbridge to weighbridge calibration
tolerance limit.
* Difference in actual and printed tare weight
of wagons.
* Eye estimation loading standard for wagons
FREQUENT B/D/ OF
C.H.P.s:
* Quality variation due to yarding of coal from
Different sources.
* Closure of railway phatak.
* Compaction of coal at siding platforms.
* Inadequate illumination and sprinkling
system at siding.
* Lack of proper receiving room.
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v
Pressure group and
involvement of unsocial element
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v
Contractual labour
supply at siding for sampling and other sensitive operations.
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S U G G
E S A T I O N S :-
v
Online
computerization of receiving system
v
Online loading system
of wagons
v
Stacking of
“Buffer-stock” of minimum 4 rakes at siding.
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v
Incentive scheme to
siding personnel and their fast career growth
v
Establishment of
fully equipped.
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CUSTOMER
SERVICE CELL AT SIDING:
v Development of 28 Kl water tanker instead of 8 Kl
v Frequent visit of higher UPS at siding making project
management more vigilant.
v “Image of Company” reflects at siding so Housekeeping
shall be developed up-to level
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v
Prompt services
required from siding so “Information Technology” shall be developed with
modern facilities.
v
Cooperation and
collaboration from all level of management.
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The organization should itself to think for 100% of the
time about some one who hardly think for 1-2% of his time about organization
product/services from siding
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