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.

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.

BASIC NEED OF A CUSTOMER: * Accurate weighment * Minimum Accurate penal charges * Quality Assurance * 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.

v Pressure group and involvement of unsocial element

v Contractual labour supply at siding for sampling and other sensitive operations.

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.

v Incentive scheme to siding personnel and their fast career growth v Establishment of fully equipped.

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

v Prompt services required from siding so “Information Technology” shall be developed with modern facilities. v Cooperation and collaboration from all level of management.

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