Sanjeev Agrawal, Bharat Petroleum, BROMA Pioneering an Online Maintenance Service
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Transcript of Sanjeev Agrawal, Bharat Petroleum, BROMA Pioneering an Online Maintenance Service
![Page 1: Sanjeev Agrawal, Bharat Petroleum, BROMA Pioneering an Online Maintenance Service](https://reader034.fdocuments.in/reader034/viewer/2022042522/55cf9b6c550346d033a603ee/html5/thumbnails/1.jpg)
BHARAT PETROLEUM CORPORATION LIMITED
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ABOUT US
289th967th
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BPCL GROUP
MAJOR JVs
REFINING
12 MMTPA
at Mumbai
7.5 MMTPA
At Kochi
3 MMTPA
61.65 % holding
MARKETING INFRASTRUCTURE
Retail Outlets 8,400
LPG Distributors 2,117
Installations 12
Depots 93
Tankage (mn kl) 3.27
Aviation stations 24
LPG Plants 49
Pipelines (Kms Incl. CCK) 1676
Group Share
in Refining
15 %
Group Share
in Marketing
23 %
Bharat Oman Refineries Ltd
Indraprastha Gas Ltd
Petronet LNG Ltd
Petronet CCK Ltd
Petronet India Ltd
Central UP Gas Ltd
Maharashtra Natural Gas Ltd
Sabarmati Gas Ltd
Bharat Renewable Energy
Bharat Star
As on 31.3.2009
MS/HSD
20 million KL/yr
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BPCL NETWORK
NR: 2672
Retail Outlets
WR: 2160
Retail Outlets
SR: 2468
Retail Outlets
ER: 1100
Retail Outlets
3 million sq km
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Multi product dispensers
Automation facilities
White oil Tanks
Auto LPG Tanks
Forecourt Equipments
Canopy
Hoarding
Signage
Driveway
Boundary wall
Forecourt Infra-Structures
Sales building
Shop
Restaurant
ATM
Allied Facilities
Generator
UPS
Stabilizer
Electrical panels
Illumination
Back-end Support
RETAIL STATION INFRASTRUCTURE
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BPCL RETAIL SBU
BPCL HQ
NORTH
REGIONEAST
REGION
SOUTH
REGION
SOUTH
REGION
15
TERRITORIES10
TERRITORIES15
TERRITORIES
13
TERRITORIES
108
TERRITORY
ENGINEER
80 DEALERSHIPS
20 VENDORS
3 TECHNICIANS
2000+ Equipments
Geographical spread
Engineer
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Reports to Territory Manager
Overall maintenance in charge
Minor project jobs
Liaising with Govt for
approvals
Tendering ,Vendor payments
Assisting Sales Officers
Engineer Reports to Engineer
Stamping measuring units
Preventive routine maintenance
Technician
Reports to Engineer /Low literacy
Breakdown complaints
Civil /Electerical/ Mechanical
complaints
Raises invoice/quotation to
engineer
External vendor- petty jobs
Reports to Engineer /Region/HQ
Warranty and AMC works
Raises invoice/quotation to
Engineer/Region/HQ
External vendor AMC/Warranty
Maintenance role holders and responsibilities
Reports to Territory Lodges complaintsLow literacyLow internet bandwidth
Dealer
RETAIL SBU INFRASTRUCTURE
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BROMA: BUSINESS CASE• Massive network expansion
• Embracing technology
• Complexities in maintaining the network : Govt control , logistics, no of vendors.
• No of equipment, sustaining mkt share, expectation from stake-holders
• Continuous avoidable engagement of field staffComplaints
Complaints
ComplaintsComplaint
Resolution
Job Allocation
Missed Out
Complaints!!!TERRITORY ENGINEER
DEALER
Vendor
payment
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LEGACY PROCESS
8%
80%2%
10
%
Call center model has continuous
engagement
Web application requires frequent access
to site by engineer .
Time/effort intensive Manual bill
processing in SAP
Need for an integrated CRM+SRM solution
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Identified business needs:
• Need for connecting BPCL system to external stakeholders (Customers and vendors)to get real-time data on issues related to its field equipment
• Need for state-of-the-art maintenance monitoring system to reduce downtime andenforce SLAs on vendors
• Need for asset management system to track its equipments on real-time basis andgather MIS on its assets for accounting purpose on real-time basis
• Need for Inventory management system to track spare parts cost to keep cost/gallon at an optimum level.
• Need for additional supporting system (Software) for increasing productivity of itsfield staff, by reducing their un-productive time spent on SAP for entering datamanually
• Need for an integrated CRM + SRM solution
BROMA: BUSINESS CASE
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NEW BROMA PROCESS
ACCOUNTABILITY TRANSPARENCY
PRODUCTIVITY
BROMA
Payment
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SQL Server
(database)
BROMA : Technical Landscape
Customer Vendor EngineerTechnician
External MS Portal Internal MS Portal SAP Portal
Dot Net application
Server ( MS web
application)
SAP
ECC 6.0
Server
(PR)
SAP Net weaver Server ( SAP
Web application)
MS
Exchange
Server
(E-mails)
SMS
ServerMaster Data Validation
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Retail outlet Lodges complaint
SystemVendor allocation logic
Territory
Engineer
Technician
VendorWork
Type
Major
Minor –SOR-AMC-Warranty
Cost estimate
Work
Execution
Work
Execution Closes work
Closes work
Work certification
Work certification
Invoicing
LIV processing
Capture COST
PO creation
An Overview of BROMA Process
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BROMA : COST & TIME Savings
ELEMENTS PRE-BROMA POST- BROMA
Number of retail outlets all India: 6400 8400
Number of Engineers: 100 108
Average maintenance phone calls to engineer / day: 35 6
Average Bill line items typed by engineer in SAP / day: 230 10
Average downtime of equipments /RO / Month 20 Hrs 4 Hrs
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NOTIFICATIONS PATTERN : 2007
0
3000
6000
9000
12000
15000
18000
January February March April May June
Month
Co
mp
lain
ts
2007
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NOTIFICATIONS PATTERN :2008
0
3000
6000
9000
12000
15000
18000
Janu
ary
Febru
ary
Mar
chApr
ilM
ayJu
neJu
ly
Aug
ust
Sep
tem
ber
Oct
ober
Nov
embe
r
Dec
embe
r
Month
Co
mp
lain
ts
2007
2008
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NOTIFICATIONS PATTERN: 2009
0
3000
6000
9000
12000
15000
18000
Janu
ary
Febru
ary
Mar
chApr
ilM
ayJu
neJu
ly
Aug
ust
Sep
tem
ber
Oct
ober
Nov
embe
r
Dec
embe
r
Month
Co
mp
lain
ts 2007
2008
2009
SAP
Integration
Correction on Cancellation/
Duplication
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NOTIFICATIONS PATTERN :2010
0
3000
6000
9000
12000
15000
18000
Janu
ary
Febru
ary
Mar
chApr
ilM
ayJu
neJu
ly
Augus
t
Septe
mbe
r
Oct
ober
Nov
embe
r
Dec
embe
r
Month
Co
mp
lain
ts 2007
2008
2009
2010
Aligned Network
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Notification Analysis
DU ELECTRICAL TANK BUILDING AUTOMN
76% 10% 3% 3% 8%
EQUIPMENT WISE COMPLAINT RATIO
DU, 76%
ELECTRICAL,
10%
TANK, 3%
AUTOMATION,
8%
BUILDING, 3%
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TOTAL vis-à-vis ACTIVE RETAIL OUTLETS
NORTH REGION
EAST REGION
SOUTH REGION
WEST REGION
ALL INDIA
400 1,400 2,400 3,400 4,400 5,400 6,400 7,400 8,400 9,400
ACTIVE OUTLETS
TOTAL OUTLETS
Ascertaining Network health
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Dealer lodging Complaint
Role based complaints
Role based Equipments
Mapping Complaints to
Equipment
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DEALER GETTING CONFIRMATION
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BPC/ Vendor getting Notification
SMS to BPC on Stoppage of
Sales
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Vendor response to Notification
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Certification of job
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Estimation/ Invoicing by Vendor
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Payment through SAP
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Validation of Rates
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And finally…………
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How stake-holders have responded
•Excellent work. It can save everybody's time. Hearty Congrats !
..Lodged by122073 Name..SHUKLA ASHAR & CO. Territory..Rajkot Retail Terr'y
• its a V good package. u can save a lot of time and its hassel-free too .in all it dealer
friendly system . thnx to bharat petroleum for developing this
...Lodged by146981 ,Name..AULAKH POWER POINT ,Territory..Jalandhar Ret T'ry
•************* THANKS TO BPCL TEAM !!!!!!!!!!! A NICE WAY TO SOLVE PROBLEMS
!!!!!!!!!!!!! *************.Lodged by142273Name..KALIKA PETROLEUM SERVICES Territory..Thane T'ry
•Problems can become OPPORTUNITIES when you bring the right teams together.
Thanks RAHUL (AKOLA) .
Lodged by115809,Name..CAR CARE CENTRE Territory..Nagpur Retail Try
• FINE SYSTEM OF HAZZLEFREE COMPLAINTS... THE PACKAGE DEVELOPED FOR THE
RO MAINTENANCE IS EXCELLANT WILL DEFINATELY HELP US IN MONITORING OUR
BREAKDOWN TIME OF DU AND REDUCE THE SAME AT Lodged by120470
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Thank you