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1
Er. Uttam Kr Saxena
Executive Engineer & Dy. Secretary
U.P. Power Corporation Limited
Shakti hawan! Lucknow
"enera# Di$cu$$ion on %anagement
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RESTRUCTURING
UPSEB01.04.59
UP RajyaVidyut
UtpadanNigam
14.01.00
UP RajyaJa Vidyut
Nigam14.01.00
UPP!"#$
C!$p!$ati!n14.01.00
%ESC&%anpu$
'15.01.00(
)ad*yan+*a,u+-n!"
'1.0/.0(
Pa+*iman+*a
)##$ut'1.0/.0(
2a-*inan+*a
3g$a'1.0/.0(
Pu$an+*aVa$anai
'1.0/.0(
UP P!"#$T$anmii!nC!$p!$ati!n
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Lucknow
Discom
Agra
Discom
Varanasi
Discom
Meerut
Discom
KESCO
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)hat i$ %anagement* %any De+inition$
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-%anagement i$ the art o+ gettingthing$ done through peop#e.
%ary Parker /o##et
0%ary Parker /o##ett wa$ an merican $ocia# worker! management
con$u#tant andpioneer in the +ie#d$ o+ organi2ationa# theory and
organi2ationa# 3ehaviour4
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-%anagement i$ the art o+ gettingthing$ done through and with
peop#ein +orma##y organi$ed group$.
6aro#d Koont2
The Management Theory Jungle
06aro#d Koont2 wa$ an merican organi2ationa# theori$t! pro+e$$or
o+ 3u$ine$$management at the Univer$ity o+ Ca#i+ornia! Lo$
nge#e$4
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-%anagement i$ a mu#ti8purpo$eorgan that manage$ 3u$ine$$
andmanage$ manager$ and manage$worker$ and work.
Peter Drucker
The Principles of Management
0Peter /erdinand Drucker wa$ an u$trian83orn merican management
con$u#tant!educator! and author! who$e writing$ contri3uted to the
phi#o$ophica# andpractica# +oundation$ o+ the modern 3u$ine$$
corporation.
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-:o manage i$ to +oreca$t and to p#an!to organi$e! to command!
to co8ordinate and to contro#.
6enry /ayo#;ndu$tria# & "enera# dmini$tration
6enri /ayo# wa$ a /rench mining engineer and director o+ mine$
who deve#oped agenera# theory o+ 3u$ine$$ admini$tration that i$
o+ten ca##ed /ayo#i$m.
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%eaning o+ %anagement
%anagement ha$ three di++erent meaning$!vi2.!
%anagement a$ a =oun * re+er$ to a"roup o+ %anager$.
%anagement a$ a Proce$$ * re+er$ to the/unction$ o+ %anagement
i.e. P#anning!>rgani$ing! Directing! Contro##ing! etc.
%anagement a$ a Di$cip#ine * re+er$ tothe Su3?ect o+
%anagement.
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Ae$ource$ +or %anagement B 5%
%en 0inc#ude$ )omen4 %oney
%achine$
%ateria#$ %ethod$
%arket$
0+or achieving the o3?ective$ o+ the organi$ation $uch a$high
$a#e$! maximum pro+it! 3u$ine$$! expan$ion etc.4
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/eature$ o+ management*
Continuou$ and never ending proce$$
"etting thing$ done through peop#e
Ae$u#t oriented
%u#tidi$cip#inary in nature
group and not an individua# activity
/o##ow$ e$ta3#i$hed princip#e$ or ru#e$ ided 3ut not rep#aced 3y
computer$
Situationa# in nature
=eed not 3e an owner$hip
oth an art and $cience %anagement i$ a## perva$ive
%anagement i$ intangi3#e
U$e$ a pro+e$$iona# approach in work
Dynamic in nature.1
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%anagement v$. dmini$tration*
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%anagement v$. dmini$tration*
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/unction$ o+ %anagement*
P#anning
>rgani2ing
Sta++ing Contro##ing
DirectingCommanding
Co8ordinating
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P#anning
deciding in advance what action$ to take and when andhow to take
them 0inc#ude$ +oreca$ting4
needed +or committing and a##ocating the organi$ation$0#imited4
re$ource$
anticipating +uture opportunitie$ and threat$
%aking choice$ +or growth and pro+ita3i#ity
Committing re$ource$
P#anning a#way$ re+er$ to a $peci+ic time #imit withinwhich it
mu$t 3e comp#eted
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>rgani2ing Sta++ing
e$ta3#i$hment o+ the +orma# $tructure o+ authoritythrough which
work $u3divi$ion$ are arranged! de+ined!and co8ordinated +or the
de+ined o3?ective
$tructure in which peop#e are grouped
centra#i$ation re+er$ to the point or #eve# where a##
deci$ion8making authority i$ concentrated #eve#$ o+ management
and $pan o+ contro#
reporting re#ation$hip 3etween the manager and
herhi$$u3ordinate$
$ta++ing $tart$ with the identi+ication o+ the ?o3
nece$$ary Fua#i+ication$! $ki##$ and experience reFuired
3ringing in and training the $ta++ and maintaining+avoura3#e
condition$ o+ work
motivation and #eader$hip provided 3y the top
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Contro##ing
Contro#$ provide a mean$ o+ checking the progre$$ o+
thep#an$
correcting any deviation$ that may occur a#ong the way
Contro#$ may 3e u$ed to mea$ure phy$ica# Fuantitie$ 0output!
num3er o+ man hour$! num3er o+ unit$
o+ raw materia# con$umed4
monetary re$u#t$ 0va#ue o+ $a#e! capita# expenditure! return
oninve$tment! earning per $hare! etc.4
eva#uate intangi3#e$ 0emp#oyee #oya#ty! mora#e! and
commitment4
Survey! open door po#icy! grape vine
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DirectingCommanding
continuou$ ta$k o+ making deci$ion$
em3odying them in $peci+ic and genera# order$
andin$truction$
manager$ in$truct! guide and over$ee the per+ormance
o+ the worker$
Directing +unction i$ re#ated to $u3ordinate$ andthere+ore it i$
re#ated to human +actor
$erving a$ the #eader o+ the enterpri$e
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Co8ordinating
hidden +orce which 3ind$ a## the other +unction$
o+management
uni+ication! integration! $ynchroni2ation o+ the e++ort$ o+group
mem3er$ $o a$ to provide unity o+ action in the
pur$uit o+ common goa#$ %anagement $eek$ to achieve
co8ordination through it$
3a$ic +unction$ o+ p#anning! organi2ing! $ta++ing!directing and
contro##ing
manager can 3e compared to an orche$tra conductor
$ince 3oth o+ them have to create rhythm and unity inthe
activitie$ o+ group mem3er$.
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Corporate "overnance and u$ine$$ Ethic$
:he +ramework o+ ru#e$ and practice$ 3y which a 3oard o+
director$ en$ure$ accounta3i#ity! +airne$$! and tran$parency ina
companyG$ re#ation$hip with it$ a## $takeho#der$
0+inancier$!cu$tomer$! management! emp#oyee$! government! and
thecommunity4
Corporate "overnance i$ the need +or
:ran$parency 0A:;4
Socia# accounta3i#ity
Socia# re$pon$i3i#ity
E++ective corporate governance reFuire$ a c#ear under$tanding
o+the re$pective ro#e$ o+ the 3oard and o+ $enior management
andtheir re#ation$hip$ with other$ in the corporate $tructure
:he re#ation$hip o+ management with $tockho#der$ and
emp#oyee$$hou#d 3e hone$t & +air!
re#ation$hip with the communitie$ 3e characteri2ed 3y
goodciti2en$hip
re#ation$hip with the government $hou#d 3e characteri$ed 3y
acommitment to comp#iance
Herox! Enron and rthur nder$on! =DPL & SES 1
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>rgani$ation
n organi$ation i$ an entity compri$ing mu#tip#e peop#e
$uch a$ an in$titution or an a$$ociation or corporation
that ha$ a co##ective goa# and
;t i$ #inked to an externa# environment
:here are a variety o+ #ega# type$ o+ organi2ation$!
inc#uding Corporation$
"overnment$
=">not8+or8pro+it corporation$
po#itica# organi2ation$
internationa# organi2ation$
armed +orce$
Charitie$
Partner$hip$
cooperative$ and educationa# in$titution$
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Ii$ion Statement
Ii$ion $tatement out#ine$ )6EAE you want to3e.
Ii$ion Statement de$cri3e$ the de$ired +uturepo$ition o+ the
company
De+ine$ the optima# de$ired +uture $tate 8 thementa# picture 8
o+ what an organi2ation want$to achieve over time
Provide$ guidance and in$piration a$ to what an
organi2ation i$ +ocu$ed on achieving in +ive!ten! twenty or more
year$
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%i$$ion Statement
%i$$ion $tatement ta#k$ a3out 6>) you wi## get towhere you
want to 3e.
De+ine$ the companyG$ 3u$ine$$! it$ o3?ective$ and it$approach
to reach tho$e o3?ective$
De+ine$ the pre$ent $tate or purpo$e o+ an organi2ation
n$wer$ three Fue$tion$ a3out why an organi2ationexi$t$ 8
63T it doe$
6& it doe$ it +or
6& it doe$ what it doe$.
written +or a $horter time+rame than a Ii$ion $tatement
$omething that a## emp#oyee$ $hou#d 3e a3#e to articu#ateupon
reFue$t
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>rgani$ationa# Ia#ue$
Ia#ue$ provide a +ramework +or making choice$ 3etweende$ira3#e
and unde$ira3#e re$pon$e$.
core va#ue$ $uch a$ Jua#ity
cu$tomer $ati$+action
environmenta# protection
human re$ource deve#opment
human dignity and re$pect
techno#ogica# deve#opment
$ocia# re$pon$i3i#ity etc.
mu#tinationa#$ working in ;ndia have $ervice orientation a$
an
important core va#ue. 6owever! +or an ;ndian company! due to the
#egacy o+ the $tate
contro##ed economy! $ervice orientation a$ a va#ue i$
attachedmuch #e$$ importance.
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Some Ii$ion Statement$
3ma7!n 8 >ur vi$ion i$ to 3e earthG$ mo$t cu$tomer centric
company
to 3ui#d a p#ace where peop#e can come to +ind and di$cover
anythingthey might want to 3uy on#ine
ip-a$t 8 :o 3e ma2on o+ ;ndia
Tata P!"#$8 :o 3e the mo$t admired and re$pon$i3#e
;ntegratedPower Company with internationa# +ootprint! de#ivering
$u$taina3#eva#ue to a## $takeho#der$.
NTPC 8 :o 3e the wor#d$ #arge$t and 3e$t power producer!
powering;ndia$ growth
BSES8 :o 3e among$t the mo$t admired and mo$t tru$ted
integrateduti#ity companie$ in the wor#d. :o de#iver re#ia3#e and
Fua#ity product$and $ervice$ to a## cu$tomer$ at competitive co$t$!
with internationa#$tandard$ o+ cu$tomer care8 there3y creating
$uperior va#ue +or a##
$takeho#der$. :o $et new 3enchmark$ in* $tandard$ o+
corporateper+ormance and governance! through the pur$uit o+
operationa# and+inancia# exce##ence! re$pon$i3#e citi2en$hip and
pro+ita3#e growth.
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%i$$ion * De## Computer$
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%i$$ion* %c Dona#d
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%i$$ion* :ata Power
:o earn a++ection o+ cu$tomer$ 3y de#ivering $uperiorexperience
and va#ue! there3y making them our am3a$$ador$
Driving competitivene$$ 3y operating our 3u$ine$$e$ at3enchmark
#eve#$
Executing pro?ect$ $a+e#y with predicta3#e 3enchmark
Fua#ity!co$t and time
"rowing pro+ita3#y acro$$ the power va#ue chain and a##iedarea$!
in +ocu$ geographie$
eing the #ead adopter o+ techno#ogy with a $pirit o+
pioneeringand ca#cu#ated ri$k taking
Practicing Leader$hip with Care 3y pur$uing 3e$t practice$
on
Care +or our Environment! Community! Cu$tomer$!Shareho#der$!
Peop#e and creating a cu#ture that wi## rein+orceour va#ue$
Ena3#e emp#oyee$ and a$$ociate$ to achieve and un#ea$h their+u##
potentia# to de#iver outcome$ in a $u$taina3#e way
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%i$$ion* =:PC
Deve#op and provide re#ia3#e power!re#ated product$ and $ervice$
atcompetitive price$! integrating mu#tip#eenergy $ource$ with
innovative and eco8
+riend#y techno#ogie$ and contri3ute to$ociety.
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%i$$ion* SES
:o attain g#o3a# 3e$t practice$ and 3ecome a wor#d8c#a$$
uti#ity.
:o provide* uninterrupted! a++orda3#e! Fua#ity! re#ia3#e! $a+e
and c#ean power toour cu$tomer$.
:o achieve exce##ence in* $ervice! Fua#ity! re#ia3i#ity! $a+ety
and cu$tomer care.
:o earn* tru$t and con+idence o+ a## cu$tomer$ and $takeho#der$
3y exceedingtheir expectation$! and make the company a re$pected
hou$eho#d name.
:o work* with vigour! dedication and innovation keeping tota#
cu$tomer$ati$+action a$ the u#timate goa#.
:o con$i$tent#y achieve* high growth with the highe$t #eve#$ o+
productivity.
:o 3e* a techno#ogy driven! e++icient and +inancia##y $ound
organi$ation.
:o 3e a re$pon$i3#e corporate citi2en nurturing human va#ue$ and
concern +or$ociety! the environment and a3ove a##! peop#e.
:o contri3ute* toward$ community deve#opment and nation
3ui#ding.
:o promote a work cu#ture that +o$ter$* individua# growth! team
$prit and
creativity to overcome cha##enge$ and attain goa#$. :o
encourage* idea$! ta#ent and va#ue $y$tem$.
:o upho#d the guiding princip#e$ o+* tru$t! integrity and
tran$parency in a##a$pect$ o+ interaction$ and dea#ing$.
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Core Ia#ue$ * /#ipkart
Cut!m#$ i$t 8 )e #ook at the wor#d +rom our cu$tomer$point o+
view. Every day! we try to under$tand them 3etter! dothing$ that
are right +or them. Putting them +ir$t! i$ our M 1
?o3.
Ind#p#nd#n+# !: T*!ug*t 8 )e #ove a$king Fue$tion$ andem3race
unconventiona# way$ o+ thinking. )e #earn +rom
other$ 3ut do not 3#ind#y accept thing$ ?u$t 3ecau$e they
weredone that way 3e+ore.
Pu$uit !: E;+##n+# 8 )e are never happy with $tatu$ Fuo.)e
con$tant#y $trive to go 3eyond a## e$ta3#i$hed $tandard$and #imit$.
:here i$ a#way$ a 3etter way o+ doing thing$.
&pp!$tunity Ba#d !n )#$it 8 >ur$ i$ a #eve# p#aying
+ie#d
with p#enty o+ $e#+8driven high per+ormer$. )e rai$e the
3arevery day. )e 3e#ieve anyone can 3e a $uper$tar at
/#ipkart!regard#e$$ o+ tenure! gender or educationa#
Fua#i+ication.
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Core Ia#ue$ * :ata Power
Sa:#ty 8 Sa+ety i$ a core va#ue over which no 3u$ine$$
o3?ectivecan have a higher priority
3giity 8 Speed! Ae$pon$ivene$$ and 3eing Proactive!
achievedthrough
C!a
Ca$# 8 Care +or Stakeho#der$ 8 our Environment! Cu$tomer$
&
Shareho#der$ B 3oth exi$ting and potentia#! our Community andour
Peop#e 0our emp#oyee$ and partner$4
R#p#+t 8:reat a## $takeho#der$ with re$pect and dignity
Et*i+ 8chieve the mo$t admired $tandard$ o+ Ethic$!
throughInt#g$ity and mutua# T$ut 2iig#n+# 8 Do
everything 0$etdirection! dep#oy action$! ana#y2e! review! p#an and
mitigate ri$k$etc4 with a thoroughne$$ that de#iver$ Fua#ity and
E;+##n+# Bin a## area$! and e$pecia##y in >peration$!
Execution and "rowth
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Core Ia#ue$ * =:PC
C!$# Vau# = BE C&))ITTE2
B u$ine$$ Ethic$
E Environmenta##y & Economica##y Su$taina3#e
C Cu$tomer /ocu$
& >rgani$ationa# & Pro+e$$iona# Pride
) %utua# Ae$pect & :ru$t
) %otivating Se#+ & other$
I ;nnovation & Speed
T :ota# Jua#ity +or Exce##ence
T :ran$parent & Ae$pected >rgani$ationE
Enterpri$ing
2 Devoted
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',
UPPC, = Vii!n Stat#m#nt
:o $upp#y re#ia3#e and co$t e++iciente#ectricity to every
citi2en o+ the $tate
:o 3ecome a dynamic! +orward
#ooking! re#ia3#e! $a+e and tru$tworthyorgani2ation
:o make it pro+ita3#e and $u$taina3#e
in the #ong run and providing aneconomic return to our
$hareho#der$.
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'5
UPPC, = )ii!n Stat#m#nt
:o contri3ute to economic grant$ o+ the $tate 3y
en$uring$uperior e#ectricity $upp#y.
:o improve the Fua#ity o+ $ervice o+ the Con$umer$.
:o contri3ute +or deve#opment o+ the indu$try in an
e++icient!economic and competitive manner.
:o increa$e operationa# e++iciency and reduce :ran$mi$$ionand
Di$tri3ution #o$$e$.
:o promote $ocia##y re#evant o3?ective #ike Aura#
e#ectri+ication!providing e#ectricity to e#ow Poverty Line
Con$umer$ andhou$eho#d$ in rura# area.
:o $trengthen Di$tri3ution 3ack 3one in ur3an and rura#
area$.
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Cu$tomer Strategy /ramework
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Cu$tomer
'9
+ut!m#$ 0$ometime$known a$ a +i#nt!
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Cu$tomer Ae#ation$hip %anagement
Cu$tomer re#ation$hip management i$ theproce$$ o+ managing
detai#ed in+ormation a3outindividua# cu$tomer$ and care+u##y
managing a##cu$tomer encounter$ with the company $o a$to maximi2e
cu$tomer $ati$+action and #oya#ty.
im$ at creating a more cu$tomer centricorgani2ation which #ook$
upon cu$tomer$ati$+action a$ the key to $u$tained pro+ita3i#ityand
growth.
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Cu$tomer Sati$+action
cu$tomer $ati$+action re$u#t$ when$ervice per+ormance meet$
orexceed$ cu$tomer expectation$
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Cu$tomer Prioritie$ and Expectation$
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a$ic e#ement$ o+ CA% in Power Di$tri3ution
$etting up proce$$e$ +or regu#ar communication with the
cu$tomer$ under$tanding and tracking cu$tomer expectation$
e++ective $y$tem$ +or hand#ing cu$tomer reFuirement$regarding
connection$! metering! regu#ar $upp#y
e++ective $y$tem$ +or hand#ing cu$tomer reFuirement$regarding
3i##ing and co##ection procedure$
preventive and corrective maintenance to en$ure e++ectiveand
regu#ar $ervice
en$uring re$pon$ivene$$ to con$umer need$
e++ective comp#aint re$o#ution and grievance redre$$a# ena3#ing
the emp#oyee$ with competencie$ and right
attitude
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Communication with Cu$tomer * e$t Practice$
keeping cu$tomer$ in+ormed o+ any $hort or #ong term po$$i3#e
change$ B +or a cu$tomer! any new$ o+ change i$ u$ua##y 3ad
new$
o++ering the cu$tomer$ a +ree new$#etter $u3$cription
a$king cu$tomer$ i+ they want to 3e updated 3y e8mai# when
change$ are made in the companywe3$ite
a+ter every new $ign up! +o##owing up with the cu$tomer to $ee
i+ they are $ati$+ied with the$ign upaccount activation$ervice
procedure$
creating a +ocu$$ed group o+ ten to twenty mo$t #oya# cu$tomer$
to meet regu#ar#y and3rain$torm on idea$ and input on how to
improve cu$tomer $ervice
making it ea$y +or cu$tomer$ to navigate the we3$ite +or
examp#e! 3y having a -/reFuent#y$ked Jue$tion$N page
having an e#ectronic $urvey a$ how to improve cu$tomer
$ervice
making it ea$y +or cu$tomer$ to contact the uti#ity 3y o++ering
a$ many contact method$ a$po$$i3#e 0phone! +ax! emai#!
+ace8to8+ace4
U$e o+ vi$ua# aid$! $uch a$ a pre$entation to i##u$trate main
point$ a##ow$ en+orcement o+ thepre$ented in+ormation and
encourage$ di$cu$$ion! whi#e keeping #arge gathering$ to the
point
u$ing written me$$age$ 0direct mai#ingpu3#ic notice$new$#etter
memorandum$4 to
di$$eminate in+ormation u$ing ;nternet and company we3$ite to
di$$eminate additiona##arge amount$ o+ in+ormation or
data that need$ regu#ar updating.
:he uti#ity ha$ to make $ure to keep a## in+ormation accurate
and up to date to promotecon$umer tru$t in the re#ia3i#ity o+ the
company!
and to encourage cu$tomer$ to #ook +or in+ormation on their own
initiative.
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Co##ection * e$t Practice$
Credit $coring 3a$ed on credit ri$k! not ?u$t hi$torica#
paymenttime#ine$$
>++ering prepayment product$ $pecia##y +or #arge
commercia#cu$tomer$
>++ering mu#tip#e payment option$
%onitoring 3u$ine$$ account$ +or ear#y $ign$ o+ credit ri$k
:ai#oring co##ection$ treatment path$ +or each cu$tomer
$egment
Pur$uing ca## centre e++iciency
Emp#oying mu#tip#e co##ection agencie$
%ea$uring and monitoring co##ection$ per+ormance.
((
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Product v$. Service
what can you make +or meO what can you do +or meO
a product i$ $omething that can 3e
mea$ured and counted a $ervice i$ re$u#t o+ the app#ication
o+
$ki##$ and experti$e toward$ an
identi+ied need mo$t product$ have an e#ement o+
$ervice in them
(,
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E#ectricity * Product or Service
itG$ intangi3#e
there i$ no tran$+er o+ po$$e$$ion orowner$hip
it cannot 3e $tored or tran$ported 3ycon$umer$
itG$ in$tant#y peri$ha3#e
;t come$ into exi$tence at the timethey are 3ought and
con$umed
(5
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%anagement :echniFue$
G!a S#tting 8 core management techniFue +or any executive or
department
head i$ e++ective goa# $etting P#$!nn# )anag#m#nt 8 Setting
per+ormance expectation$ +or department$
a##ow$ them to 3etter determine how to per+orm their work
C!mmuni+ati!n * E++ective manager$ u$e a variety o+
communication$techniFue$.. Li$tening
,it#n con$umer pro3#em patient#y
P$!u!8 Doing it the $ame way (7
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Communication
)hat in+ormation i$ e$$entia# +or the pro?ectO
)ho reFuire$ in+ormation and what type o+in+ormation i$
neededO
)hat i$ the duration o+ time reFuired +or the
in+ormationO )hat type or +ormat o+ in+ormation i$ reFuiredO
)ho are the per$on$ who wi## 3e re$pon$i3#e+or tran$mitting the
co##ated in+ormationO
(9
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Communication
(<
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Communication
,@
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Communication
,1
Cu#tura#Di++erence innon8ver3a#communication
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Cha##enge $tatu$ Fuo
,
:hink out o+ the 3ox
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Cu$tomer Service * Li$ten
,'
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%a$#owG$ Pyramid o+ 6uman =eed$
,(
P*yi!!gi+aN##d
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,S 0methodo#ogy4
5S i$ the name o+ a workp#aceorgani2ation method that u$e$
a #i$to+ +ive Qapane$e word$* Seiri 0Sort 8 Aemove unnece$$ary
item$ and di$po$e them proper#y4
Seiton 0$et in order B $tream#ine4
Seiso 0Shine 8 C#ean your workp#ace4
Seiketsu 0Standardi2e B practice$ & proce$$e$4
Shitsuke 0Su$tain B 3y udit$! :raining and Di$cip#ine4
,,
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,5
Er. Uttam Kr Saxena! EE
U.P. Power Corporation Limited
Shakti hawan! Lucknow
Ph*
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,7
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,9
C h d
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Connect the dot$
,<
Can it
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Pro3#em $o#ving $ki##
:ry to divide a $Fuare in +our eFua#part$.
5@
S # ti
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So many $o#ution$
51
