Name: Presentation Title
Uploaded: 2023-09-07
Duration: 32 min 52 s
Description: Good morning. I am here to discuss the Quality Control Circle PAHAL and how its approach to quality control is helping shape the standards outlined in the Chapter Convention on Quality Concepts for 2023. Our goal is to ensure that we provide the best possible quality control services to our customers and to commit to continuous improvement. I look forward to exploring this further with you all..

[Audio] Good morning. I am here to discuss the Quality Control Circle PAHAL and how its approach to quality control is helping shape the standards outlined in the Chapter Convention on Quality Concepts for 2023. Our goal is to ensure that we provide the best possible quality control services to our customers and to commit to continuous improvement. I look forward to exploring this further with you all.. 

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Quality Control Circle
 “ PAHAL”
 Chapter Convention on Quality Concepts (CCQC-2023)
 Bhubaneswar, Odisha 9th -10th September 2023

[Audio] For our project, we will be studying two regions in Odisha: Baripad and Balasore. Baripad is made up of 80% tribal or forest, with 8% high tension and 92% low tension. Balasore has 30% urban and 70% rural, 45% high tension and 55% low tension. The project has 6476 MUs of input energy, 1154 MVA peak demand, and 3025 employees, of which 1959 were passed on from previous projects. There are 1066 CTCs, 159 sections, 50 sub-divisions, 16 divisions, and 5 circles. This project serves 97 lacs of population, with a consumer base of 20.41 lacs.. 

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KEONJHAR Tribal/ Forest Area: 70% HT:LT - 74%:26%

BARIPADA Tribal/Forest Area: 80% HT:LT - 8%:92%

JAJPUR Urban:Rural - 40%: 60% HT:LT – 78%:22%

BALASORE Urban: Rural - 30%:70% HT:LT - 45%:55%

BHADRAK Urban: Rural - 20%:80% HT:LT - 50%:50%

Employees: 3025 Inherited: 1959 CTC: 1066

Distribution Area 27,920 sq.km     Rural Section: 115 Nos. Urban Section: 24 Nos. Mix: 20 Nos.

No. of Substation  244 SCADA Integrated 105

159 Sections (115 Rural, 24 Urban & 20 Mix) 50 Sub-Divisions  16 Divisions 05 Circles

Population Served 97 lacs Consumer Base 20.41 lacs

[Audio] I would like to recognize the hard work and dedication of ABHISHEK SINGH, Team Leader, ROSALIN NAHAK, Team Member, DUSHYANT KR TYAGI, Mentor, and SWADESH BHATTACHARYYA, Team Member, from the Quality Control Circle PAHAL, which is a part of the Chapter Convention on Quality Concepts, CCQC-2023 in Bhubaneswar, Odisha on the 9th-10th of September 2023. Together, they have been able to reach great heights and I am proud to be a part of this team. Let us keep working together and aim for bigger successes.. 

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A close up of a logo

Description generated with high confidence

[Audio] Abbreviations and their full forms related to the Power and Electricity sector in the area of Odisha can be seen on the table in front of you. AT & C stands for Aggregate Technical and Commercial, TRF stands for Transformer, DT stands for Distribution Transformer, HT stands for High Tension, LT stands for Low Tension, N/W stands for Network, PDS stands for Public Distribution System, MPOS stands for Mobile Point of Sale, CSC stands for Common Service Centre, CRM stands for Customer Relationship Management, CIS stands for Customer Information System, MIS stands for Management Information System, MU stands for Million Units, DISCOM stands for Distribution Company, SDO stands for Sub Divisional Officer, BDO stands for Block Development Officer, AK stands for Anubhav Kendra and CA stands for Corrective Action. These abbreviations are used while discussing Power and Electricity sector of Odisha.. 

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S.no Abbreviation Full Form 1 AT&C AGGREGATE TECHNICAL AND COMMERCIAL   2 TRF TRANSFORMER  3 DT DISTRIBUTION TRANSFORMER  4 HT HIGH TENSION 5 LT LOW TENSION  6 N/W NETWORK 7 PDS PUBLIC DISTRIBUTION SYSTEM 8 MPOS MOBILE POINT OF SALE 9 CSC COMMON SERVICE CENTRE 10 CRM CUSTOMER RELATIONSHIP MANAGEMENT 11 CIS CUSTOMER INFORMATION SYSTEM 12 MIS MANANGEMENT INFORMATION SYSTEM 13 MU MILLION UNIT 14 DISCOM DISTRIBUTION COMPANY 15 SDO SUB DIVISIONAL OFFICER 16 BDO BLOCK DEVELOPMENT OFFICER 17 AK ANUBHAV KENDRA 18 CA CORRECTIVE ACTION

[Audio] PAHAL, the Quality Control Circle, is a Chapter Convention on Quality Concepts scheduled to occur from the 9th to the 10th of September 2023. Initiated on the 31st of July, the project comprises of 8 meetings with an estimated attendance rate of 75%. Taking place on a weekly basis, beginning on the 2nd of February 2023, the project is progressing as expected and is anticipated to be done by the initially set date.. 

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8 Nos. No of Meetings 75% Average Attendance Weekly Meeting Schedule : 2nd Feb 2023 Date of Start of project: 31st Jul 2023 Date of completion:

[Audio] PAHAL Quality Control Circle is an impressive initiative aimed at strengthening dedication of all those involved and completely changing how quality aspects are comprehended. Step 6 of the Quality Control Circle PAHAL is about discovering the source of a problem. By accurately recognizing and getting rid of the primary source, we will be able to think of useful solutions and guarantee quality all over. This is the only way we will be able to reach the ultimate aim of regular progress.. 

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Step-1 : Identification of Problems Step-2 : Selection of Problem Step-3 :Define the Problem Step-4 : Analysis of the Problem

Step-5 : Identification of Causes Step-6 :Find out the Root Cause  Step-7 : Data Analysis Step-8 :Development of Solution

Step-9 : Foreseeing Probable resistance Step-10:Trial Implementation and Check Performance

Step-11 :Regular Implementation Step-12 :Follow Up & Review

[Audio] Identifying the problem that needs to be solved is the first step in PAHAL. To do this, data needs to be gathered from surveys, interviews, observation, project records and customer feedback. Once the problem has been identified, it should be put into clear and concise wording for everyone in the organization to comprehend. This will make sure that each person is aware of the issues that require addressing and will allow the team to agree on an approach.. 

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[Audio] Quality Control Circle PAHAL is a significant effort to guarantee that we are offering the best conceivable services to our customers. To guarantee our dedication to consumer loyalty, we have coordinated a conceptualizing session among the Customer Services Team, held Voice of Customers gatherings and customary customer meets just as gathered input from our field staff and segment groups. Utilizing this data, we have had the option to break down and address shoppers' issues and worries.. 

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Brainstorming Session among the Customer Services Team .

Voice of Customers  /Regular Customer Meets

Feedback from Field Officials/ Section Teams

[Audio] The Quality Control Circle PAHAL has outlined 51 issues in the quality of service delivery under the Chapter Convention on Quality Concepts. Of these, 16 are related to quality, 13 to productivity, 7 to safety, 6 to delivery, 6 to cost, and 3 to morale. Examples of quality-related problems are pole numbering, maintenance issues, reliability indices, and GIS mapping of assets. Productivity issues are focused on high AT&C losses in rural areas and billing coverage in rural areas, while safety problems pertain to electrification, tree fault, and unsafe poles. Delivery problems center on the shortage of manpower, delays in new connections, and timely resolution of billing disputes in rural areas. Cost-related issues include piling up of arrears in rural areas and energy theft in rural areas. Lastly, morale problems such as lack of self-motivation in workmen and limited avenues & awareness about digital services are being highlighted.. 

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S. No. Problem Description Category 1 High AT&C Losses in Rural areas B 2 Billing Coverage in Rural Areas B 3 Collection Coverage in Rural Areas A 4 DT Overloading B 5 Hotspots at DD fuse A 6 Reliability Indices A 7 MU Loss A 8 Shortage of Manpower   C 9 Actual Billing in Rural Areas B 10 Billing Disputes in Rural Areas B 11 High % of Provisional Billing in Rural Areas A 12 Corrosion A 13 GIS Mapping of Assets. B 14 Pole Numbering B 15 Maintenance Issues A 16 Piled Up Arrears in Rural Areas C 17 Energy Theft in Rural Areas C 18 DT Oil theft B 19 Billing Efficiency in Rural Areas B 20 Collection Efficiency in Rural Areas B 21 Delays in New Connections A 22 Load Forecast A 23 Timely Availability of Equipment A 24 Availability of Transport in Large Geographical Area A 25 Timely Resolution of Billing Disputes in Rural Areas B

Category No. of Problems Quality 16 Productivity 13 Safety 7 Delivery 6 Cost 6 Morale 3 Grand Total 51

S. No. Problem Description Category 26 Delayed Information Exchange B 27 Supply Restoration A 28 Behavioral Safety C 29 Encroachment in TPNODL N/W C 30 Electrocution C 31 Tree Fault A 32 Earthing Problem A 33 Unsafe Pole A 34 Oil Leakage A 35 Isolation of Consumers in Rural Areas A 36 Lack of Self-Motivation in Workmen C 37 Public Resistance B 38 Limited Avenues & Awareness about Digital Services A 39 Skill Level Gaps C 40 Aging of Network C 41 Illegal Hookings B 42 Meter Burnt C 43 Transformer Failure A 44 Service Line Fault A 45 Pole Broken A 46 Theft of Network/Equipment/Trf Oil C 47 Low % of Consumer Issues Redressal A 48 Unmetered Connections A 49 Change in Consumer Behaviour A 50 Proactive Consumer Care A 51 Conductor Snapping A

Step 1: Identification of Work Related Problems

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[Audio] This graph shows that there are three categories of problems. Category A consists of problems that can be resolved independently, category B consists of problems that require assistance from other departments, and category C consists of problems that require management's help. The breakdown of the different categories is 56.99 % for A, 24% for B and 19.01 % for C. That concludes this slide.. 

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S. No. Cat. Description No. of problem 1 A Which can be solved by ourselves,  30 2 B Which can be solved with the help of other department 12 3 C Which can be solved with the help of management 9

a) Categorization of Problems (Pie Chart)

A/B/C Categorozation of Problems A Which can be solved by ourselves, B Which can be solved with the help of other deparments C Which can be solved with the help of Management 0.56999999999999995 0.24 0.19

[Audio] At the Quality Control Circle “PAHAL” CCQC Conference, we have identified 30 types of A category problems related to electrical services in rural areas. These include collection coverage in rural areas, transformer failure, pole number and maintenance issues, unmetered connections, and overloaded DTs, tree fault, earthing problems, unsafe poles, oil leakage, limited avenues and awareness about digital services, timely resolution of billing disputes in rural areas, proactive consumer care, low % of consumer issues redressal, and conductor snapping. The Quality Control Circle “PAHAL” CCQC Convention will continue to brainstorm solutions, and propose measures to improve the quality of electrical services in rural areas.. 

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S. No. Problem Description Category 1 Collection Coverage in Rural Areas A 2 DT Overloading A 3 Hotspots at DD fuse A 4 Reliability Indices A 5 MU Loss A 6 High % of Provisional Billing in Rural Areas A 7 Corrosion A 8 GIS Mapping of Assets. A 9 Pole Numbering A 10 Maintenance Issues A 11 Delays in New Connections A 12 Load Forecast A 13 Timely Availability of Equipment A 14 Availability of Transport in Large Geographical Area A 15 Timely Resolution of Billing Disputes in Rural Areas A

S. No. Problem Description Category 16 Supply Restoration A 17 Tree Fault A 18 Earthing problem A 19 Unsafe Pole A 20 Oil Leakage A 21 Isolation of Consumers in Rural Areas A 22 Limited Avenues & Awareness about Digital Services A 23 Transformer Failure A 24 Service Line Fault A 25 Pole Broken A 26 Low % of Consumer Issues Redressal A 27 Unmetered Connections A 28 Change in Consumer Behaviour A 29 Proactive Consumer Care A 30 Conductor Snapping A

(b) Listing Out from Type A (Brainstorming)

[Audio] QCCs (Quality Control Circles) have been a fundamental tool for enhancing customer satisfaction for many years. At CCQC-2023 (Chapter Convention on Quality Concepts), our panel of experts have compiled a table showing customer complaints from rural areas around Bhubaneswar, Odisha. These grievances cover a range of areas, from coverage collection to billing disputes. It is crucial that we identify the most pressing concerns and prioritize solutions. That's why we used ‘force ranking’ to decide the top five issues to be focused on. Abhinash's team's ranking led to the following five issues as the most important: availability of transport in large geographical areas, limited avenues and awareness about digital services, timely resolution of billing disputes in rural areas, low percentage of consumer issues redressal, and proactive consumer care. Our QCCs will work on strategies to address each of these problems, thereby improving the customer experience and satisfaction in this region.. 

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PROBLEM Abhishek Rosalin Swadesh Abinash TOTAL Collection Coverage in Rural Areas 5 6 6 7 24 Delays in New Connections 3 7 5 7 22 Availability of Transport in Large Geographical Area 7 5 6 5 23 Isolation of Consumers in Rural Areas 4 7 5 4 20 Limited Avenues & Awareness about Digital Services 9 8 9 9 35 Low % of Consumer Issues Redressal 6 7 6 5 24 Change in Consumer Behaviour 4 5 4 6 19 Timely Resolution of Billing Disputes in Rural Areas 5 5 5 6 21 Proactive Consumer Care 7 7 6 5 25

[Audio] We have created a comprehensive plan for the Chapter Convention on Quality Concepts (CCQC-2023) at “PAHAL” Quality Control Circle. This plan involves steps to be completed from February to July in order to achieve the highest quality outcome. We have incorporated regular reviews and follow-up procedures into our plan in order to maintain our quality goals. With these steps in place, we are confident that CCQC-2023 will be a success.. 

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Step Step wise Activity Feb-23


 Mar-23


 Apr-23


 May-23


 Jun-23


 Jul-23




 1st Week 2nd Week 3rd Week 4th week 1st Week 2nd Week 3rd Week 4th week 1st week 2nd week 3th week 4th week 1st week 2nd week 3th week 4th week 1st week 2nd week 3th week 4th week 1st week 2nd week 3th week 4th week 3 Problem Definition                                                 4 Analysis the Problem                                                 5 Identification of Causes                                                 6 Root Cause Analysis                                                 7 Data Analysis                                                 8 Developing Solution          



                               9 Foreseeing Probable resistance                                                 10 Trial implementation                                                 11 Regular Implementation                                                 12 Follow up &review

[Audio] Digital access to educational materials is an invaluable source of knowledge, particularly in rural areas, where access is often hard to come by. In an effort to promote digital access in 139 rural pockets, Quality Control Circle PAHAL is determined to increase digital access from 13% to 23%. We have made a commitment to reach this goal by July 2023.. 

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To enhance Digital Collection by 10% from 13% to 23 % in 139 Rural Pockets by Jul’23

[Audio] A quality control circle requires that the problem be defined in its third step. Accurately defining the problem is essential for fruitful problem-solving. By breaking down the components of the problem, a brainstorming session of solutions can commence, leading to a feasible action plan. Experienced professionals in CCQC can provide the most accurate solutions to the problem.. 

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[Audio] Good morning everyone. The topic of this slide is commercial losses in electricity distribution. This topic has significant impacts and costs to the electricity sector. Poor metering and billing, poor collection efficiency and coverage, theft and tampering of meters, and low accountability of employees are all contributing factors. On the technical side, we can see overloading of existing lines and substations, low HT to LT ratio, and poor repair and maintenance of equipment. These, in turn, lead to low AT&C losses, low collection coverage, and low collection efficiency. At the end of the day, the amount of input energy being used is not equal to the amount being billed and paid for. To summarize, the Aggregate Technical and Commercial losses due to these various factors need to be addressed in order to improve the quality of electricity distribution. Thank you.. 

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Commercial Losses : 
 Poor Metering  & Billing Poor Collection Efficiency > Low Collection Coverage  Theft & Pilferage and Tampering of Meters Low Accountability of Employees Absence of Energy Accounting & Auditing

Technical Losses
 Overloading of Existing lines & Substations equipments Absence of Upgradation of old lines and equipments Low HT:LT Ratio Poor Repair and Maintenance of equipments

LT AT&C Loss

 LT Collection Coverage

 LT Collection Efficiency

Input Energy 	 Energy available for Consumer Billed Energy Paid Energy


 System Loss Electricity Theft & Unbilled Unpaid Consumers


 Aggregate Technical & Commercial (AT&C) Loss

[image] AT C Losses Power Generation Transmission Distribution

[Audio] The fourth step in our quality control process is to effectively analyze the problem. By examining all data and evidence, the team can identify potential causes and solutions and determine the root of the problem. After the problem is identified, the team can check how to bring the process back in control and identify any corrective and preventive actions.. 

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[Audio] The slide illustrates the collection coverage and digital collection percentages of the PAHAL Quality Control Circle of the Chapter Convention on Quality Concepts. It is observable that the coverage percentage has augmented from 0.41 to 0.58, and the digital collection percentage from 0.13 to 0.16. This signposts the value of the Quality Control Circle and its progression. We appreciate your attention.. 

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Collection Coverage % 44652 44682 44713 44743 44774 44805 44835 44866 44896 0.41689999999999999 0.4521 0.48180000000000001 0.5111 0.52890000000000004 0.59960000000000002 0.58809999999999996 0.57730000000000004 0.58040000000000003

Digital Collection % 44652 44682 44713 44743 44774 44805 44835 44866 0.13469999999999999 0.12 0.14180000000000001 0.14910000000000001 0.15479999999999999 0.159 0.1636 0.15279999999999999

[Audio] We move to Step 5 where we identify potential factors causing the quality issues. In this stage, we do a comprehensive assessment of all data gathered from the preceding steps. We use a few approaches to evaluate the data, such as the 5-why, SWOT analysis, and fishbone diagram. Utilizing these procedures helps us to spot the primary cause of the quality issues and determine the pertinent corrective and preventive measures.. 

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Step 5
 Identification of Possible Causes

[Audio] We are introducing the 'PAHAL' Quality Control Circle as part of the Chapter Convention on Quality Concepts (CCQC-2023) to be held in Bhubaneswar, Odisha. 'PAHAL' stands for 'Man, Method, Material, Machine' and focuses on several challenges faced by rural areas, such as low collection coverage, low income, remote areas, defective meters, limited payment avenues, irregular meter reading, high provisional billing, no fixed date of meter reading, no system-driven control, no habit of regular bill payment, no public transportation, and low awareness on digital services. 'PAHAL' will address these issues and provide solutions in a coordinated and effective manner.. 

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MAN METHOD MATERIAL MACHINE Low Collection Coverage in Rural Areas Low Earning Remoteness Late Resolution of Disputes Defective Meters Limited  Payment Avenues Irregular Meter Reading High Provisional Billing No fixed Date of Meter Reading No System Driven Control over Meter Readers  No Habit of Regular bill Payment No Public Transportation

Step 5 : Identification of Possible Causes

[Audio] At Step 6 of the Quality Control Circle, we need to establish what the ultimate source of the problem is so we can create an action plan for how to address it. To do this effectively, we must look beyond the symptoms of the problem and drill down to determine what's actually causing the issues. Once we have identified the root causes, we can start working on short-term and long-term solutions to ensure that the problem doesn't recur.. 

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[Audio] Our organization's quality control circle in Bhubaneswar is becoming more and more essential for our quality assurance strategy. With the Chapter Convention on Quality Concepts (CCQC-2023), we have explored several scenarios and used the PAHAL initiative to analyze how these scenarios may be influencing our customers. Examining information from multiple sources - such as site visits, customer complaints, and CRM systems - we were able to recognize the effects from low wages, remoteness, irregular bill payments, irregular meter readings, and lack of fixed date for meter readings. We also came to the realization that these issues are caused by a variety of different factors, so we need to come up with different solutions. We are now working on implementing various action plans to guarantee that our customers get the finest service possible. This includes bringing Consumer Service Centers closer to villages, developing complaint registration processes that are more catered to rural consumers, employing IT applications to closely monitor meter readers, assigning trained professionals at the village level for a quicker dispute resolution, and re-organizing consumers into the appropriate binders. Through our PAHAL initiative, quality is being managed at every stage of the process.. 

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Possible Causes (What ?) How it was checked ? Who Checked? What is Finding? Impact Is Related or Not Related Action Plan Low Earning During Site Visit Rosalin Majority of the Rural Flocks are farmers Medium Not Related To bring  Consumer Service Centers proximity of the Villages to minimize travelling expenses Remoteness During Site Visit Abhishek Nearest TPNODL offices are mostly > 5 Kms away High Related Selecting site for Consumer Service Centers at locations frequented by Villagers No Habit of Regular Bill Payment Collection Trend Swadesh Accumulation of Arrears because of Non Actual Billing prevented the Consumers to Pay Regularly Medium Related Complaint Registration process to be more Rural Consumer Centric Irregular Meter Reading Billing Data Abinash Proper monitoring of Meter Reading was not possible due to absence of proper machinery Low Related Real time monitoring of Meter Readers through IT Applications Late Resolution of Disputes CRM System Abhishek  Billing Disputes remains unresolved due to low Customer Connect High Related Trained Professionals at village level for faster Resolution of Disputes No fixed Date of Meter Reading During Site Visit/ Complaints/CRM Data Swadesh Consumers of same villages included in different Binders and vise versa Low Related Binder Sanitization to be done

[Audio] At PAHAL, we value having a comprehensive Quality Control Circle in order to ensure that the Chapter Convention on Quality Concepts is conducted effectively. To do this, we validate possible causes and assess the cause of any issue - how it was checked, who checked it, and the results. We then determine if the cause is related or not related to the issue and form an action plan for the limited avenues and awareness about digital services. Our process is enhanced by monitoring meter readers, replacing defective meters, and providing public transportation in rural locations. This is our commitment to quality and excellence that PAHAL stands for.. 

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Possible Causes (What ?) How it was checked ? Who Checked? What is Finding? Impact Is Related or Not Related Action Plan Limited Avenues & Awareness about Digital Services During Site Visit Abhishek  No cash Collection Center in Proximity High Related Regular cash Collection Centers to be set up at business centers of the Villages High Provisional Billing CRM System Swadesh Consumer not found cases are rampant Medium Related Consumer Indexing to be done No System Driven Control over Meter Readers  During Site Visit/ Consumers Complaints Abinash Meter Readers taking Meter Reading entirely on their sweet will Low Related Existing IT Systems on Meter Reader Performance Monitoring to be shared at Section Level for better Monitoring Defective Meters During Site Visit/ Consumers Complaints/ CRM System
 Rosalin Delay in replacement of Defective Meter Medium Related Defective Meters to be Replaced urgently through close monitoring No Public Transportation During Site Visit Abhishek Majority of these villages are remotely located and are deprived of any means of Public Transportation High Not Related Means to be adopted to bring the Facilities Close at Hand for the Rural Consumers

[Audio] Data here shows how lack of quality control leads to inadequate services, and a Pareto chart shows six possible causes. Low awareness of digital services, limited payment avenues, provisional billing with no meter readings, irregular meter readings, and meter reader performance are all possible causes of quality control issues. Analysis of these causes can help identify ways of improving the quality of services, and better ensure that CCQC-2023 will be an impactful experience for all involved.. 

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b) Possible Cause to Probable Causes (Pareto Chart)

Low Awareness of Digital Services Complaint Resolution Limited Payment Avenues Public Transportation Provisional Billing No Meter Reading  Irregular Meter Reading  Meter Reader Performance Defective Meters Non Paying Habits Low Earning 2720 2387 1404 502 315 183 158 113 101 53 26

26. WHY Collection Agents Not Reaching to Consumers Regularly WHY Resistance of Consumers Towards Payment Of Electricity Bill WHY Billing Disputes/Complaints Not Resolved Within Timeframe WHY Lack of Near by Avenues and Awareness about Digital Services. 

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WHY

 Collection Agents Not Reaching to Consumers Regularly

 WHY

 Resistance of Consumers Towards Payment Of Electricity Bill

 WHY

 Billing Disputes/Complaints Not Resolved Within Timeframe

 WHY

 Lack of Near by Avenues and Awareness about Digital Services

[Audio] Data analysis is the seventh and final step of a Quality Control Circle. This step involves assessing the data obtained to verify if the issue has been resolved. By examining the data, the team is able to gain better insight into the root of the problem and come up with feasible solutions. Once the team ascertains that the issue has been addressed, the Quality Control Circle comes to an end and the outputs of the process can be put into action.. 

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[Audio] The slide provides an overview of the Quality Control Circle “PAHAL”, which is part of the Chapter Convention on Quality Concepts (CCQC-2023). It presents the count and digital collection percentages from Financial Year 2021 to Financial Year 2023, ending December of 2022. Furthermore, it shows the Urban and Rural counts from April to August of 2022, as well as MTP Registration and Amount (in Cr) from April to November of 2022. This data gives us valuable insights into the quality control process and its effects.. 

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Count (No.) FY'21 FY'22 FY'23(Till Dec'22) 0 1000 2500

Apr'22 URBAN COUNT RURAL COUNT 51234 66737 May'22 URBAN COUNT RURAL COUNT 66751 106814 Jun'22 URBAN COUNT RURAL COUNT 52135 109126 Jul'22 URBAN COUNT RURAL COUNT 53082 129637 Aug'22 URBAN COUNT RURAL COUNT 69143 105900 Sep'22 URBAN COUNT RURAL COUNT 77084 122778 Oct'22 URBAN COUNT RURAL COUNT 82819 129221 Nov'22 URBAN COUNT RURAL COUNT 78479 132792

MTP Registration Apr'22 May'22 Jun'22 Jul'22 Aug'22 Sep'22 Oct'22 Nov'22 3978 7340 4237 3367 6635 7465 4922 3728

Amt (in Cr.) Apr'22 May'22 Jun'22 Jul'22 Aug'22 Sep'22 Oct'22 Nov'22 0.11 0.23 0.45 0.92 1.5 1.28 1.62 1.48 Count(No.) Apr'22 May'22 Jun'22 Jul'22 Aug'22 Sep'22 Oct'22 Nov'22 1878 2789 3198 6268 8495 10298 12393 13055

[Audio] We must go through 8 steps in our quality control circle process, beginning with developing solutions to quality problems. We need to identify the key operational areas and the root causes, then determine solutions that are both efficient and cost-effective. Prioritizing the solutions and carrying out experiments to test their efficacy is necessary. Lastly, we must ensure that any implemented solutions are done correctly for the best outcomes.. 

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[Audio] This slide presents us with 6 potential options, which are evaluated against Quality, Cost and Delivery Rank. The Quality Control Circle – “Pahal” – is then utilized to decide which option is the most suitable. After the exhaustive analysis, the Integration with PDS Center comes up with the highest overall rating, and is thus chosen as the best option. The other options, such as integration with Telecom Operators, CSC and Micro Finance Institutions, are also discussed and considered, but the PDS Center emerges as the superior choice.. 

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S. No. Root Causes CAs/ Solutions Action Plan Responsibility Merit Demerit Result (Accepted/ Rejected) 1. Options of  Exploring Near by Avenues Integration with PDS Center Integration with CSC Integration with Micro Finance Institutions Integration with Telecom Operators Integration with Indian Post & Payment Banks Integration with Nishtha camps Abhishek, Swadesh Maximum Consumer Coverage High Impact Cost Effective Other than PDS option rest are costly and time taking  Accepted Rejected Rejected Rejected Rejected 2. Promotion of  Digital Services Designing of Various Themes to Interact with Customer  Promotion of Digital Services and its’ benefits at various Levels likewise  Rosalin, Abinash Maximum Consumer Coverage High Impact Easy & Quick adoption Not Applicable Accepted Accepted

Possible Options Quality Cost Delivery Rank Integration with PDS Center 5 5 4 1 Integration with Nishtha camps 5 4 4 2 Integration with Telecom Operators 4 4 3 3 Integration with CSC 3 4 2 4 Integration with Micro Finance Institutions 3 3 1 5 Integration with Indian Post & Payment Banks 1 3 2 6

1 = Lowest Priority level ,  5 = Highest Priority Level

Q-C-D Analysis to Select Prominent one from available Options

[Audio] PDS System in Northern Odisha is highly established, with 100% of villages visiting the PDS Shops each month. 3190 PDS Shops are located in the region, making them useful for providing digital services. PDS Linked Anubhav Kendra provides integrated services such as bill collection, bill revision, promotion of My TATA Power App, duplicate bill generation, and meter replacement. Through this program, customers are able to take advantage of an efficient and convenient service.. 

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PDS System is well established with 100% villagers are visiting PDS Shop once every month. 3190 PDS Shops are present in Northern Odisha which can be leveraged as Regular Consumer Touch Points for Digital Services in a big way.

ANUBHAV KENDRA Integrated with PDS Centers

‘PDS Linked Anubhav Kendra’-  An Overview

[Audio] At CCQC-2023 in Bhubaneswar, Odisha, we are introducing various themes to interact with customers in rural pockets to promote digital services and its benefits. Our “Sambandh” initiative involves listening to customers to create customer-centric initiatives. “Jagriti” is a series of sessions with college students to educate them on digital services to reduce carbon footprints. “Disha” enables us to reach out to villages to understand their needs and make them aware of digital services. We are also providing in-house training and capacity building for customer touchpoints on digital initiatives and services for further customer queries. To ensure maximum consumer awareness, we are launching a consumer awareness campaign.. 

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Various Themes developed to Interact with Customers in Deep Rural Pockets for Promotion of Digital Services and its’ benefits

Customer Meet @SAMBANDH Listening customers and promoting Customer Centric Initiatives to make them tech savvy.

Igniting Young Mind @JAGRITI Sessions with College Students to adopt Digital Services to reduce carbon footprints.

Our Outreach @DISHA Reaching out villages to understand pain areas and make them aware  about Digital Services.

In-house Training & Capacity Building Training to all customer touchpoints about Digital Initiatives and Services for further answer customer queries.

Block Meets at BDO offices Block Level Meets organized to take forward Digital Journey of TPNODL.

[Audio] To ensure the process changes recommended by the Quality Control Circle are accepted, foresight is necessary. Educating stakeholders and anticipating their concerns is a must in order to prevent and manage resistance. Involving stakeholders in decision-making and restructuring processes to take everyone's interests into consideration are also key to achieving success in this endeavor.. 

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[Audio] The CCQC-2023 conference focuses on Quality Control Circle PAHAL initiatives that have been successful in implementing change in varied contexts. Our table shows the three solutions proposed at CCQC-2023 as well as the probable resistance and results they faced. In order to increase access to Public Distribution System services, Near by Fuse Call Camps and training of existing business associates was proposed and accepted. In order to promote digital services in deep rural pockets, various measures like consumer counseling, promotion of digital rebates were proposed and accepted. Lastly, for consumer awareness, raising of personal issues and proactive consumer care was proposed and accepted. Through this initiative, CCQC-2023 has been able to create a valuable quality control circle for the people of Odisha.. 

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S. No. CAs/ Solutions  Probable Resistance CAs/ Solutions  Results accepted/rejected 1 PDS Linked Anubhav Kendra Resistance from the PDS Shop Owners, Non Availability of trained resources Utilization of Near by Fuse Call Camps, Training of existing Business Associates Accepted 2 Promotion of Digital Services in Deep Rural Pockets Resistance for Technology Adoption  Change in Consumer Comfort Consumer Counselling  Promotion of Various/ Digital Rebates Accepted
 3 Consumer Awareness Raising of Personal Issues Proactive Consumer Care Accepted

Consumer Counselling /Promotion of Digital Services

[Audio] In this final step of the Quality Control Circle, Trial Implementation and Checking the performance is key. This step requires checking whether the changes implemented in the system are effective and provide the intended outcome. It also offers the personnel the opportunity to assess the performance of the changes and make necessary improvements. This process of assessment and improvement should be repeated until the desired outcomes are achieved.. 

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Step 10: 
 Trial Implementation & Checking Performance

[Audio] For the Quality Control Circle PAHAL program, we are planning to go into the villages, PDS Centers, and Panchayat Offices to understand the needs of customers. We will also hold meetings with rural consumers to get their feedback and plan awareness sessions accordingly. We are also taking initiative to establish pilot sites in identified locations and inform rural customers in advance. We will also be providing leaflets promoting digital services at GP Offices and Block Offices. All of these initiatives will help support the Digital Initiatives of PAHAL.. 

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Inputs from visit to villages, PDS centers, Panchayat offices, Block offices, customer meets 

 Planning of awareness sessions as per consumer needs

 Identification of sites for conducting pilot

 Advance intimation to rural consumers

 Organizing camps at identified locations

 Leaflets promoting Digital Services

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Step-10 : Trial Implementation & Checking Performance

[Audio] Our pilot grounding approach has proven successful in accelerating our collection drives in different villages. After engaging with PDS owners for their support and making mic announcements in villages in regards to electricity bills, we achieved maximum coverage with successful cross team coordination and deployment. At Basta No I Camp (27th March), we received 265 visitors, of which 120 paid online, 45 offline, 70 had already paid and 30 were others. We also registered 90 registrations for MTP, with 30 being previously registered, and 53 queries/complaints were registered. In addition, 80 new service connections were registered. At Chandaneswar Camp (7th April), 278 visitors were received, of which 134 paid online, 57 offline, 63 had already paid and 24 were others. 107 registrations for MTP were collected, with 27 already registered, and 42 queries/complaints were registered. Finally, our data shows 401 consumers visited Danagadi Camp - 139 paying online, 185 paying offline, 73 who had already paid online and 70 others who were not paid. To summarise, our pilot grounding approach has proved effective in hastening our collection drives in rural areas – this is thanks to the collaboration between different teams and the PDS owners' approval. This project has been reflected in the positive results of MTP registration, new service connections and consumer payment through both online and offline modes.. 

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Pilot Grounding approach: Expediting Collection Drives in villages under Section to align with ration schedule. Interacted with PDS owners for buy-in. Mic announcements in the villages to bring electricity bills to the camp. Cross team coordination and deployment Positioning of team to ensure maximum coverage.

Basta No I Camp  (27th  Mar’23)




 Chandaneswar Camp   (07th  Apr’23)

 Danagadi Camp ( 20th  Mar’23)

Consumers visited: 265

 Paid through online mode: 120 Paid through offline mode: 45 Already paid: 70 ( 11% Online) Others(Not paid): 30

 Registration of MTP: 90 Already registered: 30 Query/Complaint registered:  53

Consumers visited: 278

 Paid through online mode: 134 Paid through offline mode: 57 Already paid: 63 (13% Online) Others(Not paid): 24

 Registration of MTP: 107 Already registered: 27 Query/Complaint registered:  42

Consumers visited: 255

 Paid through online mode: 147 Paid through offline mode: 37 Already paid: 52 (16%) Others(Not paid): 19

 Registration of MTP: 126 Already registered: 21 Query/Complaint registered:  39

Consumer Count Online Payment Offline Payment Already Paid Online Others (Not Paid) 401 139 185 73

Initial Success was beyond our expectations, we collected around 65% visiting consumers through various online mode.

[Audio] Ensuring regular implementation of the Quality Control Circle process is essential to achieving the desired quality control outcomes. It involves making sure that all steps and processes outlined and decided upon are implemented consistently. This helps minimize errors and maximize efficiency, while also making sure that quality processes are being properly and consistently followed.. 

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[Audio] Quality Control Circle - "Pahal" - is set to take place during CCQC-2023 in Bhubaneswar, Odisha, providing an ideal opportunity to develop resources for Anubhav Kendra Manning. We will be interacting with local public representatives to ensure their support and approval, branding Anubhav Kendras, selecting permanent offices, and cooperating with industrial and commercial partners to promote digital services. At the block and gram panchayat levels, we plan to organize Jagriti and Disha activities at colleges and other educational institutions, designing different themes to suit the customer segment to further enhance digital services. This will be part of our attempt to reduce carbon footprints and construct a sustainable plan for PDSLinked Anubhav Kendras.. 

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Development of Resources for Anubhav Kendra Manning











 Buy in of Local Public Representatives











 Branding of Anubhav Kendra's











 Identification of Permanent Office Locations for Anubhav Kendra's











 Identification of Gram Panchayats with Low Collection Coverage

Participation of Industrial and Commercial meets for promotion of Digital Services











 Block Meet @ Govt. Institutions to take forward Digital Journey of TPNODL.













 Jagriti @ Colleges & Institutions to adopt Digital Services for reducing carbon footprints.













 Disha @ Gram Panchayat level to make Consumers aware  about Digital Services.













 Designed various themes as per Customer Segment

Sustainable Grounding Plan for PDS Linked Anubhav Kendra

[Audio] At Anubhav Kendra, we strive to ensure quality by selecting the best resources available. Before deployment, every candidate undergoes an induction program conducted by subject matter experts (SMEs) to provide an understanding and awareness of the digital mediums. Following the induction program, an assessment is taken based on multiple choice questions, with a passing score of 80%. After screening and interviewing, the selected candidates are provided with modules covering briefings about Tata Power Nodal, customer services, supply codes, new service connections, billing components, meter reading and billing, and meter management. Additionally, they are briefed about the Tata Power Mobile App, enforcement, and interaction with field staff. Resources are supplied with laptops, internet dongles, MPOS access to the internal CRM system, camp kits, promotion leaflets, and guidance from the SDO.. 

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Prior to deployment at Anubhav Kendras, selected candidates gone through Induction Training Programs conducted by SMEs Awareness on Digital Mediums

After Training Program, Assessment of Candidates done based on Multiple Choice Questions.  Passing Criteria : Minimum 80%

Engaging Our Business Associate Screening as per Job Descriptions Conducting Interviews Selection of Candidates

Modules Covered Briefing about TPNODL and its regulated Business Customer Services/Grievance Redressal/Complaint Registration Supply Code/Tariff Order/Standards of Guaranteed Performance New Service Connection, Billing components, Meter Reading & Billing., Meter Management, Payment Collection, Tata Power Mobile App Enforcement/ Interaction With Field Staff

Selection of Resources

 Capacity Building 

 Deployment @ AKs

 Assessment

AK Centre Support : Laptops /Internet Dongles/ MPOS/Access to Internal CRM System/ Camp Kits/Promotion Leaflets/ Guidance from SDOs

Post Training, selected candidates posted in respective SDO/AKs for gathering hands on experience on various commercial activities.

[Audio] At TATA Power, we understand the importance of providing our customers with ample payment options for their convenience. We make paying bills an effortless endeavor with bill collection counters at our customer care centres, as well as NEFT/RTGS, online bank transfers, and wallet payments like Paytm, PhonePe, Amazon, and My TATA Power consumer referral app. Other payment options include TPNODL Offices, MPOS facilities, Airtel Payment Bank, Spice Money Outlet, Bharat Money Store Outlet and more. We are dedicated to ensuring our customers can pay their bills with great ease.. 

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Bill Collection Counter at Customer Care Centres

 TPNODL Offices (Division /Sub Divisions)

 MPOS Facility @ Anubhav Kendra 

 TPNODL Collection App

 Airtel Payment Bank

 Wallet – Paytm, PhonePe, Amazon

 TPNODL Website

My TATA Power Consumer Referral App 

 Online Banking: NEFT/RTGS

 Spice Money Outlet 

 Bharat Money Store Outlet 

 Mo Seva Kendra

 Common Service Centre

Promotion of Multiple Digital Avenues & Services

42. abstract. abstract. Utilising Anubhav Kendras – For Creating Digital Ecosystem on Sustainable Basis. 

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Utilising Anubhav Kendras – For Creating Digital Ecosystem on Sustainable Basis

[Audio] Businesses are looking for ways to reduce wastage and maximize their savings and Spice Winey Cashback is the perfect solution. Spice Winey provides businesses with a range of digital services that can help them save money and increase their profits. This innovative solution also takes advantage of social media platforms to quickly and effectively promote businesses and their digital services.. 

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Social Media Platforms extensively utilized for promoting Digital Services  in a big and fast manner.

[Audio] We are thrilled by the positive response we have had to our quality control circle initiative, PAHAL, at CCQC-2023. Our team have proudly exhibited their dedication to upholding the highest quality control standards and technical proficiency. We have shown how we can increase our organization's competency and profitability with the help of Quality Techniques. With the help of our members and industry professionals, we can assure that our quality standards are kept in place for the benefit of our business and stakeholders.. 

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[Audio] Follow Up & Review is Step 12 of the CCQC-2023 Process, a part of the Quality Control Circle. This step is essential for making sure all steps of the process are put into practice and necessary changes are made if needed. It also checks if the process is successful by looking at it on a regular basis and making sure it achieves the desired results.. 

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[Audio] Anubhav Kendra and Awareness Programs have enabled local communities to achieve significant consumer engagement with digital services. Data presented in the chart shows that from October of 2022, there has been an exponential rise in Beneficiaries Visited PDS, Beneficiaries Attended, and Dedicated Customer Touch Points. All five locations – Balasore, Bhadrak, Baripada, Jajpur, and Keonjhar – have observed an overall boost in the services available to customers. This is a testament to how effectively-implemented digital services can have beneficial results for customers.. 

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Consumers Attended Sep'22 Oct'22 Nov'22 Dec'22 Jan'23 Feb'23 Mar'23 Apr'23 May'23 June'23 July'23 1436 2257 13880 18445 37229 63858 97574 107516 130675 159401 188486

Beneficiaries Visited PDS (Nos) Oct'22 Nov'22 Dec'22 Jan'23 Feb'23 Mar'23 Apr'23 May'23 June'23 July'23 761 3289 6600 8343 19842 25859 26520 34832 35858 43223 Beneficiaries Attended (Nos) Oct'22 Nov'22 Dec'22 Jan'23 Feb'23 Mar'23 Apr'23 May'23 June'23 July'23 376 2083 4897 6115 10828 14100 14408 18261 18824 21883 PDS Days Attended (Nos) Oct'22 Nov'22 Dec'22 Jan'23 Feb'23 Mar'23 Apr'23 May'23 June'23 July'23 161 245 325 365 549 665 684 881 920 1073

TPNODL Offices BALASORE BHADRAK BARIPADA JAJPUR KEONJHAR 66 34 50 41 39 Dedicated Customer Touch points FY22 BALASORE BHADRAK BARIPADA JAJPUR KEONJHAR 1 1 1 0 1 Dedicated Customer Touch points FY23 BALASORE BHADRAK BARIPADA JAJPUR KEONJHAR 46 20 31 31 27

High Consumer Reach possible after utilizing Anubhav Kendra and Awareness Programs to promote Digital Services

[Audio] The chart presented here shows the progress of the project from April'22 to July'23 - the digital collection began with a value of 0.13% in April'22 and was steadily increased to 0.15% by July'23. The amount collected rose from 0.11Cr in April'22 to 2.22Cr in July'23. Collection Coverage % increased from 0.42 in April'22 to 0.60 in July'23, and MTP registration climbed from 3978 in April'22 to 12034 in July'23. This data clearly shows that the QC Circle initiatives had a positive effect on the project. Please review the other data on this slide to gain further insight into the impact of these quality control initiatives.. 

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Amt (in Cr.) Apr'22 May'22 Jun'22 Jul'22 Aug'22 Sep'22 Oct'22 Nov'22 Dec'22 Jan'23 Feb'23 Mar'23 Apr'23 May'23 Jun'23 Jul'23 0.11 0.23 0.45 0.92 1.5 1.28 1.62 1.48 1.36 1.58 1.05 1.62 1.57 2.2200000000000002 3.06 3.44 Count(No.) Apr'22 May'22 Jun'22 Jul'22 Aug'22 Sep'22 Oct'22 Nov'22 Dec'22 Jan'23 Feb'23 Mar'23 Apr'23 May'23 Jun'23 Jul'23 1878 2789 3198 6268 8495 10298 12393 13055 14515 14625 13217 16854 16254 19384 19440 23170

Collection Coverage % 44652 44682 44713 44743 44774 44805 44835 44866 44896 44927 44958 44986 45017 45047 45078 45108 0.41689999999999999 0.4521 0.48180000000000001 0.5111 0.52890000000000004 0.59960000000000002 0.58809999999999996 0.57730000000000004 0.58040000000000003 0.65680000000000005 0.65980000000000005 0.75900000000000001 0.67 0.69 0.69430000000000003 0.70950000000000002

MTP Registration Apr'22 May'22 Jun'22 Jul'22 Aug'22 Sep'22 Oct'22 Nov'22 Dec'22 Jan'23 Feb'23 Mar'23 Apr'23 May'23 Jun'23 July'23 3978 7340 4237 3367 6635 7465 4922 3728 5255 8735 10387 11953 12034 14298 17530 18353

Digital Collection % 44652 44682 44713 44743 44774 44805 44835 44866 44896 44927 44958 44986 45017 45047 45078 45108 0.13469999999999999 0.12 0.14180000000000001 0.14910000000000001 0.15479999999999999 0.159 0.1636 0.15279999999999999 0.14910000000000001 0.16700000000000001 0.1719 0.1792 0.20480000000000001 0.21429999999999999 0.22539999999999999 0.23549999999999999

The stated Goal ‘10% Digital Collection Enhancement’ is also achieved through this QC Project

[Audio] At the CCQC-2023, the real impact of Quality Control Circle “PAHAL” was witnessed. Through the implementation of effective management techniques, adherence to schedule was improved which lead to better knowledge and support among team members. This further assisted in defining individual roles and responsibilities better. The rise in employee morale was clearly evident as it resulted in an upsurge in productivity and customer satisfaction. The ultimate aspiration of this Quality Control Circle is to bring customer delight.. 

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[Audio] At the Quality Control Circle "PAHAL" Convention on Quality Concepts Chapter CCQC-2023, our aim is to ensure that quality processes are executed correctly and consistently. To this end, this table displays twelve steps that should be followed to achieve our goal. Spanning February through July, each month consists of four weeks of activities, such as problem definition, analysis, identifying causes and developing solutions. Moreover, we should anticipate probable resistance and constantly review the process. Following these steps ensures that we create effective and reliable quality processes that can be utilized in various contexts.. 