Quality Presentation for TOPS convention ISQ.pptx

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1. Quality Presentation for TOPS convention:Chennai Chapter

2. October preparatory meetings Agenda preparation, team work and productivity Team :: 107 technical personnel excluding field staff of 4000 field personnel. 5 WhatsApp groups I.e 24×7 Analysis and follow up of office order from Revenue manager webmail I.e tpcodl /Tata power odisha distribution limited Allocation of tasks to team through Existing Erstwhile CESU webmail additionally to improve efficiency Monitoring of Field collection (GCA ,Disconnection teams ,Collection teams,etc ) in person. Operations/Revenue Collection from circle

3. # Failure and learnings of September 2022 as instructed by CGM (revenue) and COO of TPCODL vide video conferencing to us in Dhenkanal circle( circle committee members) New team formation done sectionwise of DC squad and special as instructed by COO for monthly KPI section wise RDO (revenue division officer) I.e nodal personnel for Analysis and review especially SOP /ex servicemen per section or team. Review and feedback from circle committee members and head office Analysis of the webmail for target achievement New product Development

4. Internal and external customer concern Resolution Discussion, preparatory meetings for customer handling ,grievance resolving and arrear collection from money receipt at counters for collection Focus on the D/C(disconnection),R/C(reconnection) ,ATCM entries,Arrear 100% Non paying <5k,Arrear >85% Non paying >5k,Non SBM. Top performing CCA customer care personnel nomination as Joranda , Dhenkanal section 3 Pending billing and metering discussed and resolved Alloted ATCM entries training to TL MBC ,CRE,CSM and estimator

5. Productivity Improvement October preparatory meetings of 2 divisions ANED,DED Main points of discussion were Arrear recovery, Squad productivity and non paying cases(Project eagle cases) Analysis ; Athamalik whose performance was amongst the bottom and solar billing was less.Jarapada , Chendipada were top performers and Angul 1 had slow performance .SVR pendency is less Action plan: : New team formation for each section Own tpcodl staff=Bike squad ,Review of RDO performance, review and new allotment

6. Productivity Improvement Analysis :: MF ageing (comparatively less than DED) Bill revision ageing Time stamp of bike squads Action plan ;ATCM entries training to CSM and TL MBC ;Revenue recovery app to be followed by bike squad for movement in sections

7. Cycle Time Reduction #Performance review for improvement in each section through preparatory meetings in last week of September 2022 Set target achievement for each section ,slow performing divisions in DED and ANED Bottom performer till September 2022 is Athamalik Action plan:: Team formation of Athamalik = 1 Exservicemen + 1 SHG +1 own TPCODL staff ANED team formation (Division of section Athamalik ) =1 Ex servicemen + 1 TPCODL staff +BA helper + BA lineman

8. Cycle Time Reduction Current MR value = Rs295.45 Target MR value = Rs 500 to Rs 1500 (After discussion with CGM (rev) and HOD(rev) ) 1 DC squad formation 1 bike squad= 4 BA AMC + 2 TPCODL staff

9. Process Capability Improvement As per Analysis of quality parameters, webmail to CGM,Chief commercial, Circle Head ,HOD (commercial)= responsible for collection target achievement about BA staff injured in safety accident .BA staff responsible for billing and collection in the field I.e different areas of the section Collection through SHGs in DED (division in Dhenkanal circle) would speed up Arrear recovery ,non paying collection and squad collection. Field section visits as per discussion in meetings and requirements. Regular Gmeet discussion with field teams for revenue collection improvement.

10. Process Capability Improvement Regular monitoring,discussion and webmails to TL MBC,CSM, DM ,CRE and TL CSR

11. Improvement in MTBF and MTTR etc MTBF= Mean time before failure MTTR= Mean time to recovery , repair,respond and resolve MTBF= 24 th September 2022 Tentative target achievement in 24/9/2023 as per preparatory meeting at sections, subdivisions, division and circle . Revenue collection target 107 crore MTTR:Target Achievement on 27/9/2022 TARGET ACHIEVED

12. Advanced level problem solving KPI in Athamalik reflected in November 2022 webmail is 41% improvement from bottom performer in September 2022 to top performer in October 2022

13. THANK YOU !