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Transcript of 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
MAY JUN JUL AUG SEP OCT
SCHEDULE -- -- -- -- -- --
DT AUDITED -- -- -- -- -- --
NOV DEC JAN FEB MAR APR
SCHEDULE -- -- -- -- -- --
DT AUDITED -- -- -- -- -- --
MAY JUN JUL AUG SEP OCT
NOV DEC JAN FEB MAR APR
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
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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
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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.
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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
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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.
Gradation Value: A=10, B=8, C=6, D=4, E=2
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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
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 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
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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.
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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
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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
CITY CENTRE SERVICE STATION
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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
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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
CITY CENTRE SERVICE STATION
Date of Audit:
26-Jun-10
Monish singh Tomar
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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
CITY CENTRE SERVICE STATION
Report No.:
DSO/DEL/11197/CA01
Statutory Message to be displayed at the Retail Outlet
Available(Y/N)
YES
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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.
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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
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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
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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
CITY CENTRE SERVICE STATION
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