ontents · Qualification Pack for Retail Outlet Supervisor (Oil & Gas) 2 | P a g e Qualifications Pack Code HYC/Q 3102 Job Role Retail Outlet Supervisor (Oil & Gas)

Qualification Pack for Retail Outlet Supervisor (Oil & Gas)

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Contents 1. Introduction and Contacts..… .… .… .… .… .…1

2. Qualifications Pack……….…….......................2

3. Key Terms…………………………………………………3

4. OS Units……………………..…….………………….4

5. Annexure: Nomenclature for QP&OS [45]

6. Assessment Criteria………………. [46]

What are Occupational Standards(OS)? ➢ OS describe what

individuals need to do, know and understand in order to carry out a particular job role or function

➢ OS are

performance standards that individuals must achieve when carrying out functions in the workplace, together with specifications of the underpinning knowledge and understanding

Contact Us: 301, 3rd Floor World Trade Centre, Babar Road New Delhi-110001 E-mail: [email protected]

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR HYDROCARBON SECTOR

Introduction

Qualifications Pack- Retail Outlet Supervisor (Oil & Gas)

SECTOR: HYDROCARBON INDUSTRY

SUB-SECTOR: Downstream

OCCUPATION: Retail Distribution

REFERENCE ID: HYC/ Q 3102

ALIGNED TO: NCO-2015/NIL

Brief Job Description: Individuals need to work at a retail outlet as a forecourt supervisor. The individual should possess operational knowledge of the retail outlet, while following standard safety procedures. He is overall responsible for seamless functioning of the retail outlet. The individual should be customer centric, display leadership qualities for managing and binding the team. Individual must have good conduct and should be good communication and liasoning skills with local authorities. Personal Attributes: This job requires the individual to be at the fuel station under demanding physical working conditions during working hours. He should be an extrovert person. He should be friendly, approachable and have a pleasing personality. He/she must be observant and detail oriented, and should display presence of mind at all times.


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Qualifications Pack Code HYC/Q 3102

Job Role Retail Outlet Supervisor (Oil & Gas)

Credits (NSQF) TBD Version number 1.0

Sector Hydrocarbon Drafted on 31/03/2017

Sub-sector Downstream Last reviewed on 31/03/2017

Occupation Retail Distribution Next review date 31/03/2019

NSQC Clearance on* 22/06/2017

Job Role Retail Outlet Supervisor (Oil & Gas)

Role Description The individual is overall responsible for seamless functioning of the retail outlet. The individual should be customer centric, display leadership qualities for managing and binding the team.

NSQF Level 5

Minimum Educational Qualifications*

Maximum Educational Qualifications*

Class XII, Preferably

Graduate

Prerequisite License or Training NA

Minimum Job Entry Age 25 Years

Experience Preferably 6-month experience in similar related profile

Applicable National Occupational

Standards (NOS)

Compulsory:

1. HYC/N 3105 Perform Retail Outlet Operations

2. HYC/N 3106 Carryout Daily Check at the Retail Outlet

3. HYC/N 3107 Retail Automation

4. HYC/N 3108 Maintain Cleanliness and Safety at the Retail

Outlet

5. HYC/N 3109 Handling Customers at the Retail Outlet

6. HYC/N 3110 Manage Team Effectively to Achieve Desired

Results

7. HYC/N 3111 Planning and Organising Work at the Retail

Outlet

Performance Criteria As described in the relevant OS units

Job

Det

ails


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Keywords /Terms Description

Sector

Sector is a conglomeration of different business operations having similar businesses and interests. It may also be defined as a distinct subset of the economy whose components share similar characteristics and interests.

Sub-sector Sub-sector is derived from a further breakdown based on the characteristics and interests of its components.

Occupation Occupation is a set of job roles, which perform similar/related set of functions in an industry.

Function Function is an activity necessary for achieving the key purpose of the sector, occupation, or area of work, which can be carried out by a person or a group of persons. Functions are identified through functional analysis and form the basis of OS.

Job Role Job role defines a unique set of functions that together form a unique employment opportunity in an organization.

OS OS specify the standards of performance an individual must achieve when carrying out a function in the workplace, together with the knowledge and understanding they need to meet that standard consistently. Occupational Standards are applicable both in the Indian and global contexts.

Performance Criteria Performance Criteria are statements that together specify the standard of performance required when carrying out a task.

NOS NOS are Occupational Standards which apply uniquely in the Indian context.

Qualifications Pack Code

Qualifications Pack Code is a unique reference code that identifies a qualifications pack.

Qualifications Pack Qualifications Pack comprises the set of OS, together with the educational, training and other criteria required to perform a job role. A Qualifications Pack is assigned a unique qualification pack code.

Unit Code Unit Code is a unique identifier for an Occupational Standard , which is denoted by an ‘N’.

Unit Title Unit Title gives a clear overall statement about what the incumbent should be able to do.

Description Description gives a short summary of the unit content. This would be helpful to anyone searching on a database to verify that this is the appropriate OS they are looking for.

Knowledge and Understanding

Knowledge and Understanding are statements which together specify the technical, generic, professional and organizational specific knowledge that an individual needs in order to perform to the required standard.

Organizational Context Organizational Context includes the way the organization is structured and how it operates, including the extent of operative knowledge managers have of their relevant areas of responsibility.

Technical Knowledge Technical Knowledge is the specific knowledge needed to accomplish specific designated responsibilities.

Core Skills or Generic Skills

Core Skills or Generic Skills are a group of skills that are key to learning and working in today's world. These skills are typically needed in any work environment. In the context of the OS , these include communication related skills that are applicable to most job roles.

De

fin

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HYC/N 3105 Perform Retail Outlet Operations

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Overview This unit is about Retail Outlet operations carried out by the Retail Outlet Supervisor which

includes stock accounting, product indenting, process of decantation and unloading fuel at

the outlet.

National Occupational

Standard


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Unit Code HYC/N 3105

Unit Title (Task)

Perform Retail Outlet Operations

Description

This unit is about Retail Outlet operations carried out by the Retail Outlet

Supervisor which includes stock accounting, product indenting, process of

decantation and unloading fuel at the outlet.

Scope

This unit/task covers the following:

• Maintaining stock accounting

• Auto LPG Stock Accounting

• Calculation of Stock Indent

• Indent Placing for Auto LPG

• Indent Placing

• Indent Planning and Follow up

• Pre-Decantation, Decantation Process and Post Decantation

• Pre-Unloading of Auto LPG, Unloading and Post-Loading

Performance Criteria (PC) w.r.t. the Scope

Element Performance Criteria

Maintain Stock

Accounting

To be competent, the user/individual on the job must:

PC1. obtain and record tank wise dip reading

PC2. calculate stock (in litres) from the dip reading using the respective tank

calibration chart

PC3. check and record tank wise density of the product

PC4. record and accurately update readings in DSR (Density Stock Register,

Daily

Stock Register and Stock Board register)

PC5. display product wise stock with density on stock board

PC6. match/verify the previous closing stock entries totaliser readings of

Dispensing Units (DU) tank-wise dip reading, dip stock and water dip

reading

Auto LPG Stock

Accounting


PC7. check Electronic Totaliser reading of Dispensing Unit

PC8. match current day opening reading with the previous day closing

PC9. convert the volume in litres (using ASTM Table 54) at 15oC shown in

MRG

PC10. record tank gauge and daily sales on a cumulative basis in the DSR

PC11. daily calculate the variation (loss/gain) in the previous day’s closing and

today’s opening reading

Calculation of Stock

Indent


PC12. calculate product wise daily average sales

PC13. calculate current stock levels/ullage

PC14. calculate seasonal variation in demand

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Indent Placing for Auto

LPG


PC15. place indent according to the stock available and the ullage

PC16. make the payment immediately if the receipt is more than the indent

invoice

PC17. in case, the receipt is less than the indent invoice, sign the provisional

invoice

and inform the supply location

Indent Placing

PC18. place indent through SMS or email and record it in the DSR

PC19. calculate the value of indent

PC20. check the funds available in bank account

PC21. ensure that the value of RTGS/NEFT/cheques/DD is in line with value of

indent

PC22. verify DD/cheque details

PC23. maintain records of details of payment instruments

PC24. maintain records of NEFT/RTGS transfer UTR number

PC25. carry out CR detail generation of OMC

Indent Planning and

Follow up


PC26. ensure Tank Truck (TT) is ready for dispatch while placing the indent

PC27. check whether the indent has been received by the supply depot

PC28. ensure timely delivery by tracking TT while it is on its way to the outlet

to

ensure timely delivery

Pre-Decantation


PC29. ensure that the unloading is carried out in the day

PC30. ensure master switch is off

PC31. ensure TT is parked in ‘drive out’ position

PC32. cordon off the TT decantation area using barricades

PC33. ensure that there are wheel chokes around it TT

PC34. verify details of invoice with respect to the TT number, security locks,

customer code, name, address, number of compartments, type and

quantity of product, date and time of departure of TT from supply

location,

recorded density at 150C on invoice, dip rod calibration certificate and

other

details as advised by OMC, and driver’s signature verification in invoice

PC34. allow TT to settle for 10 minutes

PC35. ensure that fire extinguisher and fire buckets are placed around TT

PC36. provide earthing to TT chassis

PC37. check manifolds Valve Sealing and Locking System

PC38. check sealing of Master Valve and release it

PC39. ensure team member climbing the TT is wearing safety helmet

PC40. check dome locking and sealing

PC41. check if the physical dip verification matches with the invoice

PC42. report product shortage and presence of water, if any, to the supply

location


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PC43. open manifold of locks

PC44. check if the tank-wise product density matches with invoice

PC45. stop sales from DU connected to Under Ground (UG) tank

PC46. calculate UG tank stock using dip rod and close dip valve

PC47. display a board saying “TT under decantation” on the DU

PC48. if density is beyond permissible limit, retain the TT at the Outlet

PC49. collect the sample from each compartment

PC50. seal and secure the sample container and wooden box using plastic

seals,

sealing wires and pliers provided by OMC

PC51. ensure that the sample container is free of any leakages

PC52. store samples at designated places with adequate ventilation handover

against

payment 2x1 MS and 1x1 HSD for transportation retention sample

Decantation Process


PC53. ensure coupling of the recommended dispensing hose is held tight to

appropriate UG tank

PC54. ensure no product leakage from the hose/couplings

PC55. carry out decantation in the presence of the TT crew

PC56. ensure the product is unloaded in the right tank (especially in case of

mixed

load)

PC57. ensure vent pipe functions properly

PC58. visually inspect the product and check TT compartments using dip rod

Post-Decantation


PC59. ensure that product retained in dispensing hose is drained in the

respective UG

tanks

PC60. ensure that the coupling is removed carefully to prevent spillage

PC61. remove the “TT under decantation” board, earthing, barricades, fire

extinguishers, fire buckets and wheel chokes

PC62. ensure security locks are put on dome covers and valves

PC63. acknowledge receipt of the product with signature, seal of the dealer

and TT

driver

PC64. ensure TT decantation checklist is filled and signed by the dealer and

handed

over to the TT driver

PC66. make approximate entry in the stock register and stock display board

PC66. resume sale from the DU

PC67. take sample from nozzle and check co-mingled density (Co-mingled

density PC68. should be between pre-decantation tank density and Tank Truck

(TT) product

density)


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PC69. record in density register (50 litre of products is dispensed and enter

record in

density register)

PC70. note any product discrepancies in the invoice and get it signed both by

dealer

and driver

PC71. do not open manifold locks if any other major discrepancy is found

Pre-Unloading of Auto

LPG


PC72. ensure that the unloading is carried out in the day

PC73. check invoice and TT weighment slip

PC74. ensure TT is parked in ‘drive out’ position

PC75. ensure that area around hardstand and fill point is free off any

obstructions

PC76. ensure master switch is off

PC77. ensure that there are wooden chokes around the TT wheels

PC78. ensure that earthing cable are connected to TT chassis

PC79. ensure that there are fire extinguishers near the TT unloading area and

near

each transfer pump location

PC80. record roto-gauge reading, temperature and auto gauge readings

PC81. ensure that the dispensing operations are suspended before unloading

PC82. check connection of liquid and vapour hoses

PC83. check for leakages in the coupling using soap bubble solutions

PC84. ensure that the Main control panel is energised

PC85. activate automatic overfill protection, emergency shutdowns, ROVs and

compressed air systems

PC86. record the ROVs shutdown time should be recorded

Unloading


PC87. record the initial reading of rotogauge, tank level gauge and mass flow

meter

PC88. open the manual ball valves to start the unloading

PC89. record the density and temperature of the product from mass flow

meter

PC90. avoid bypassing any of the said parameters of the control panel

PC91. continuously monitor the unloading activity and ALPG level at the

storage

PC92. ensure that the product level in tank does not exceed 85% of the tank

capacity


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Post Unloading


PC93. record the final reading of rotogauge, tank level gauge and mass flow

meter

PC94. close tanker valves

PC95. close fill point ball valves/ROVs

PC96. flare the hose quantity under controlled condition by opening vent

valves

PC97. disconnect ALPG hoses and cap the ends

PC98. cap the liquid/vapour outlets of the road tanker

PC99. disconnect earthing wire and Remove wheel chokes

PC100. release tanker for weighment and Record the final weight of the truck

from

the same weigh bridge

PC101. record the net weight of the product received at the ALDS

PC102. hand over a copy of weighment slip to the ALPG tanker driver

PC103. ensure that the weighment slip is signed by the TT driver

PC104. convert the net weight of the product received into volume

PC105. record the converted volume in litres in receipt column of the DSR

PC106. enter all relevant details in the DSR provided by the Regional Office

PC107. record the same in the DSR, in case of any dryout situation

Knowledge and Understanding (K)

A. Organisational

Context (Knowledge

of the

company/organisation

and its processes)

The user/individual on the job needs to know and understand:

KA1. organisational policies for carrying out various operations and

processes

(stock accounting, decantation process and daily checks)

KA2. properties of the product sold at the outlet

KA3. importance of maintaining and enhancing the brand image of the

retail outlet

KA3. safety norm with respect to daily checks and equipment checks


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B. Technical Knowledge


KB1. products available in the retail outlet and their current prices

safety precautions for before, during, and post-operations

KB2. proper and safe pre-decantation, decantation and post-decantation

procedure

KB3. proper and safe process of Pre-Unloading, unloading and post-

unloading

Auto LPG

KB4. operating the fuel dispensing unit

KB5. proper and safe process of decantation of MS, HSD, CNG and Auto LPG

KB6. stock accounting and indenting procedure

KB7. opening and closing stock on daily basis

KB8. measurement of fuel density and temperature, conduct retail outlet

sampling, routine dispenser delivery check

KB9. usage of calculator

KB10. basic arithmetic calculations

KB11. use of computers

KB12. retail outlet automation process and system

KB13. documenting records in the DSR and Stock board

KB14. readings of dip measurements

KB15. billing process and various modes of payment (cash/card/other digital

modes)

KB16. scientific process and procedures at the outlet (Whatman Filter Test)

KB17. invoice and TT checklist

KB18. functioning of electrical and earthing system

KB19. validity of various certificates such as calibration of dispensing units,

densitometer, thermometer, etc.

KB20. usage of calibrated dispensing units, densitometer, thermometer etc.

KB21. usage of different types of fire extinguishers

Skills (S) (Optional)

A. Core Skills/Generic

Skills

Basic Reading and Writing Skills

The user/individual on the job needs to be able to:

SA1. read the fuel pump display meter for quantity and price

SA2. read the fuel density and temperature

SA3. usage of various electronic modes of payment

(cheque/DD/RTGS/NEFT)

SA5. read and interpret information correctly from various documents,

manuals, health and safety instructions etc.

SA5. read and interpret instructions, procedures, information and signs in

the Retail Outlet

Oral Communication (Listening and Speaking Skills)


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SA6. inform customers about the various schemes and offers available at

the outlet

SA7. attentively listen and comprehend information

SA8. listen and effectively communicate information with all the concerned

authority

SA9. maintain a positive and effective relationship with the colleagues

SA10. ask if the customer needs water or want to use the washroom, etc.

SA11. check and clarify task related information with appropriate personnel

B. Professional Skills Plan and Organise

The user/individual on the job will be able to:

SB1. plan and allocate task to associates based on their competence

SB2. organise work and coordinate with team members to manage the peak

hours traffic, whenever necessary

Decision- Making


SB3. make decisions on a suitable course of action or response

SB4. take prompt decisions to resolve customer complaints and issues in

the team

Problem Solving


SB5. identify and apply effective resolution techniques in different

situations

SB6. seek advice, assistance and support to solve problems, if needed

SB7. proactively handle and resolve customer issues

Analytical Thinking


SB8. estimate the performance of staff based on their work

SB9. assess and estimate manpower required to do a particular job and

assign

duties accordingly

SB10. apply balanced judgments to different situations

Critical Thinking


SB11. assess complexity of task and carry out corrective action as per

requirement

SB12. identify and assess how violation of any safety norms may lead to

accidents


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NOS Version Control

NOS Code

HYC / N 3105

Credits(NSQF)

TBD

Version number 1.0

Industry Hydrocarbon Drafted on 31/03/2017

Industry Sub-sector Downstream(Oil

Refining & Marketing) Last reviewed on 31/03/2017

Occupation Retail Outlet Operation Next review date 31/03/2019

HYC/N 3106 Carry out Daily Check at Retail Outlet

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Overview This unit is about carrying out daily check to ensure the smooth operation of the Retail Outlet.


Standard


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Unit Title

(Task) Perform Daily Check at the Retail Outlet

Description This unit is about carrying out daily check to ensure the smooth operation of

the Retail Outlet.

Scope


• Quality Checklist

• Quantity Checklist

• Record Checklist

• Equipment Checklist

• Air Tower Checklist

• ManPower Checklist



Quality Checklist

To be competent, the user/individual on the job must be able to:

PC1. check if the tank-wise product density is at 150C

PC2. record the density in the density register and match it with the

closing density of the previous shift

PC3. if density variation (current recorded tank-wise density - last

recorded tank-wise density) is less than +/- 3 kg/cu.m, stop sales DU

connected to that tank

PC4. perform Whatman Filter Paper Test

PC5. match the observed physical density with the densitometer reading

connected to automation, wherever applicable

Quantity Checklist


PC6. check delivery in both pre-set and normal mode with the help of

calibrated 5 L brass measure

PC7. ensure that the permissible limit of variation is +/-25 ml/5L

PC8. use only pump test mode for automated outlets

Record Checklist


PC9. ensure that the DSR, density register, complaints and suggestion

book, staff duty roster/attendance register, etc. are maintain well

PC10. maintain a record of equipment and facilities, equipment calibration,

RFID Tag allocation, ASTM 53B Tables, invoice, etc.

Equipment Checklist


PC11. Maintain all DUs are functional, accurate and free from leakage

PC12. ensure that the DU display is clear and visible, and that vinyl is not

damaged

PC13. record all DU earthing connections are intact

PC14. check the due date of calibration of dispensing units

PC15. ensure that there is no leakage in the Auto LPG Dispenser

PC16. Make certain Auto LPG Dispenser earthing connections are intact

PC17. check for abnormal vibration/excessive noise

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PC18. ensure that portable fire extinguishers are in position

PC19. ensure filling hose is tested as per OISDSTD – 135 and that test report

available with marked due date

PC20. ensure that the filling nozzle is capped when not in use

PC21. ensure that there is no fugitive emission while disconnecting the

nozzle

PC22. ensure level gauge, high level alarm, temperature and pressure

gauges are functioning properly

PC23. ensure all ROVs close within permissible time limit

PC24. ensure availability of rubber mats with ISI

PC25. ensure that motor has double independent earthing connection

PC26. ensure the emergency switch works properly

PC27. ensure there are no temporary electrical connection

PC28. maintain flame proof ness of terminal box, fitting and junction boxes

PC29. ensure that earthing pit is in condition good

PC30. ensure that the push buttons are earthed properly and flameproof

conditions are not tampered

PC31. ensure water is not accumulated in the lighting fixture distribution

box

PC32. ensure jumpers of ALPG pipelines are intact

PC33. ensure records of the electrical test carried out are maintained

PC34. ensure that UG tanks are fitted with water tight fill caps and dip caps

with locking arrangement

PC35. ensure that manhole chambers free of water/garbage/ foreign

particles

PC36. ensure that manhole chambers covers are in place

PC37. ensure that earth pit connections are intact and clean

PC38. ensure that DG (Diesel Generator) set are functional

PC39. ensure that exhaust pipe spark arrestor work properly and exhaust

pipe insulation are intact

PC40. weekly check that the electrical panel earthing is intact

PC41. ensure that panel room is free of any water/oil leakage or spillage

PC42. ensure that electrical panel is free of any loose wire connections

PC43. ensure that yard lights are properly earthed, lamps are functional and

lights fixtures glass covers are clean

PC44. ensure all hoardings are of standard size and properly structured

PC45. ensure only the approved messaged is displayed on the hoarding an

flex displayed on the hoardings free of any damage

PC46. ensure hoarding light is working

PC47. ensure earthing of the capacity structure is intact

PC48. ensure canopy structure is free of any defects/damages and all

canopy lights are functional

PC49. ensure inverters carry electrical loads as specified

PC50. ensure inverter Voltage and frequency output is in the permissible

limit


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PC51. ensure that battery room clean and well-ventilated

Air Tower Checklist


PC52. ensure that condensate water from air receiver is drained and

compressor are cleaned

PC53. check oil level in compressor crankcase

PC54. ensure that motor is rotating in the correct direction

PC55. ensure that pressure switch is working

PC56. ensure air facility is connected to back-up power source

PC57. ensure ‘No Tips’ sign is displayed at the air tower

PC58. ensure that compressor checklist filled by the air boy

ManPower Checklist


PC59. ensure adequate manpower is available using attendance register

PC60. ensure all outlet staff are in proper uniform

PC61. ensure that outlet staff are well groomed


B. Organisational

Context (Knowledge

of the


and its processes)


KA1. organisational policies and procedures with reference to,

instruments, tool and equipment

KA2. organisational quality and quantity standards

KA3. organisational policies and procedures with regards to man power



KB1. electrical and earthing system at the outlet

KB2. different types of electrical tools and equipment required and

available in the Retail Outlet

KB3. quality and quantity requirements at the Retail Outlet

KB4. various record kept at the Retail Outlet

KB5. electrical fitting, hoardings, canopies, DG sets, UG tanks, etc. at the

Retail Outlet

KB6. validity and expiry of various certificates such as calibration of

dispensing units, densitometer, thermometer etc.

KB7. safety procedures and hazards pertaining to products, equipment,

electrical, earthing and wiring etc.

KB8. statutory payment/deductions made at the Retail Outlet

KB9. retail outlet automation process and system

KB10. general safety measures and fire hazards at the Retail Outlet


C. Core Skills/Generic

Skills



SA1. read and interpret information correctly from various documents,

manuals, health and safety instructions etc.

SA2. read and interpret instructions, procedures, information and signs in

the Retail Outlet

SA3. compile and maintain written reports with attention to detail


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SA4. attentively listen and comprehend information

SA5. maintain a positive and effective relationship with the colleagues

SA6. receive instructions from concerned authority and convey the same

to the team members

SA7. check and clarify task related information with appropriate

personnel

D. Professional Skills

Plan and Organise


SB1. plan and allocate task to associates based on their competence

SB2. organise work and coordinate with team members to manage

activities in the Retail Outlet

Decision-Making Skills


SB3. make decisions on a suitable course of action or response use

presence of

SB4. take prompt decisions to resolve issues in the team

Problem Solving



situations


Analytical Thinking




assign duties accordingly


Critical Thinking



requirement


accidents


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NOS Version Control

NOS Code

HYC / N 3106

Credits(NSQF)

TBD

Version number 1.0


Industry Sub-sector Downstream (Oil



HYC/N 3107 Retail Automation

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Overview This unit is about various activities carried out in retail automation.


Standard


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Unit Title (Task)

Retail Automation

Description This unit is about various activities carried out in retail automation.

Scope


• Pre-Operational Activities

• Daily Retail Operations

• One Time and Periodic Operations



Pre-Operational

Activities

To be competent the user /individual on the job must be able to:

PC1. ensure automation system is online, and is clean and free from heat,

moisture, dust and vermin

PC2. ensure DUs, POS, BOS, ATG, density probe, density display, OPT, UPS

are working and connected to the automation system

PC3. ensure that the automation software is free of any modification by the

dealer

PC4. monitor inventory of consumables like OPT paper roll, printer paper for

POS/BOS printers, ink cartridges, etc.

PC5. ensure telephone line and broadband is connected to the automation

system

PC6. check manual density to ensure auto density displays is +/_3kg/cu.m

PC7. check manual dip reading to ensure ATG reading is +/_ 5mm

PC8. register a complaint with the automation vendor and inform sales

officer in case of any variation in quality or tank gauging or if

automation system is not working

PC9. obtain complaint number, and note down in the log for future

reference

PC10. register a complaint with the concerned authority if there is an issue

with DU

PC11. place an ‘Out of Order’ sign and call automation vendor if DU is not

online; do not operate in the manual mode

PC12. issue unique RFID tags to each FSM for authorisation of transaction

PC13. ensure that the automation panel is earthed

PC14. ensure that the automation cable conduit is properly sealed

PC15. ensure that the automation chamber is inside the sales room covered

Daily Retail Operations To be competent the user /individual on the job must be able to:

PC16. carry out end of day operations for previous day (as per the automation

user manual)

PC17. select ‘Shift Open’ option in the automation software (automation user

manual)

PC18. monitor the fuel transactions at the OPT and POS

PC19. enter the vehicle number

PC20. use credit/debit card readers integrated with OPT for payment

transactions, wherever applicable

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PC21. monitor FSM is handing cash memo to customer

PC22. sell the dry stocks like cubes through POS as per Automation User

Manual

PC23. enter the receipt of wet stock in the underground product tank in BOS

PC with details

PC24. verify co-mingled density with densitometer reading

PC25. carry out shift change/close (as per the Automation User Manual) at

the end of the shift

PC26. perform the day end operations at the end of second shift for two shift

operation and at the end of the third shift for 24 hour operations

PC27. analyse and record tank gauge report, attendant wise sales report,

pump sales report, product density report, etc.

PC28. report the discrepancies in stock, sales, density, etc. to the concerned

authority

PC29. ensure that the back-office system is in operations

PC30. ensure that OPT paper roll, printer paper for POS/BOS printers, ink

cartridges, etc. are available in the inventory

One Time and Periodic

Operations

To be competent the user /individual on the job must be able to:

PC31. ensure that ATC is carried out one time

PC32. ensure UG tank is 80% full and product level in the tank reaches 20%

PC33. ensure no receipt of product is taken during ATC

PC34. enter receipt of dry stock grade wise in the POS PC

PC35. carry out price change locally through BOS/POS as per the automation

user manual

PC36. ensure that in case Retail regional office has change the price, locally

the price should be changes


A. Organisational

Context (Knowledge

of the


and its processes)


KA1. organisation’s policies and procedures with reference to retail

automation at the outlet



KB1. various terms related to the automation system

KB2. operation of the automation system

KB3. importance of maintaining stock of inventory consumables such as OPT

paper roll, printer paper for POS/BOS printers, ink cartridges,etc

KB4. log for customer complaints and maintain it

KB5. purchases and sales of daily transactions (cash and credit)

KB6. safety precautions while handling dry and wet stock

KB7. handing of cash post-shift

KB8. reports including tank gauge report, attendant – wise sales report,

pump sales report, product density report etc.



22 | P a g e

A. Core Skills/Generic

Skills


The user/ individual on the job needs to be able to:

SA1. read and interpret relevant organisational policies and procedures that

identify the various processes in retail automation

SA2. prepare documentation of reports such as tank gauge report, pump

sales report, product density report etc.



SA3. receive instructions from concerned authority and convey the same to

the team members

SA4. effectively communicate the change in shift to team members



SB1. plan and allocate task to the team based on their competence

SB2. organise work and coordinate with team to manage activities in the

Retail

Outlet

Decision-Making Skills


SB4. take prompt decisions to resolve issues in the team

Problem Solving


SB5. SB5. identify and apply effective resolution techniques in different situations


Analytical Thinking



assign duties accordingly


Critical Thinking



requirement


accidents


23 | P a g e

NOS Version Control

NOS Code

HYC / N 3107

Credits(NSQF)

TBD

Version number 1.0





HYC/N 3108 Maintain Cleanliness and Safety at the Retail Outlet

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Overview This unit is about meeting requirements for maintaining a safe and secure working environment.


Standard


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Unit Title (Task)

Maintain Cleanliness and Safety at the Retail Outlet

Description This unit is about maintaining cleanliness and safety at the retail outlet.

Scope This unit/task covers the following:

• Electricity Safety

• follow General Safety Checks procedure

• Safety measures for Hot and Cold Procedure

• Emergency Preparedness

• House Keeping



Electrical Safety To be competent, the user/individual on the job must be able to:

PC1. ensure emergency single button electrical shutdown is working

properly

PC2. ensure that the electrical room is adequately ventilated to dissipate

heat

PC3. ensure that there is emergency lighting battery backup near DG set,

salesroom and electrical panel room for operations after sunset

PC4. ensure that electrical cables to the DU are terminated in junction box

through

FLP glands placed inside the dispensing unit enclosure

PC5. ensure that any spare opening in junction box is properly plugged

PC6. suspend sales are suspended from DU in case there is a loose

connection and inform the concern officer and log complaint for

rectification

PC7. ensure there is enough protection for over load, voltage, frequency

and phase imbalance

PC8. ensure that earth fault is checked

PC9. ensure all metallic structures, pipe fittings and enclosures of

electrical equipment are connected to earth permanently

PC10. ensure earthing is regular checked

PC11. ensure that all equipment rated up to 230V, single phase supply are

earthed at least one point

PC12. Ensure that all equipment rated above 440 Volts, 3 phase supply are

earthed at least two separate point

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General Safety Checks

(to be carried out daily)

o be competent, the user/individual on the job must be able to:

PC13. ensure that smoking and use of mobile is prohibited inside the Retail

Outlet premises

PC14. ensure that quantity of samples of Class A Product (Petrol) stored

does not exceed 30 litres

PC15. ensure that the area within the 45cm around the DU and 1.3 metre

above the DU are free of any electrical fittings, equipment at all

times

PC16. ensure that area around the DU is well-ventilated

PC17. ensure that the vent pipe is working properly

PC18. ensure that there are no leakages in delivery hoses, nozzles and

exposed piping

PC19. follow the SOPs on disaster management

PC20. understand role of each attendant in the event of fire/accidents

PC21. ensure that vehicles are parked at only designated parking spaces

PC22. ensure that the required number of all DCP and Co2 fire

extinguishers are available at designated places

PC23. ensure all safety displays are in proper place

PC24. ensure that all UG Tanks are fitted with water tight fill caps and dip

caps with locking arrangement

PC25. ensure customer does not use inflammable material inside the outlet

PC26. ensure Auto LPG Dispensing Station is check for any leakage

Safety measures for Hot

and Cold Procedure


PC27. adhere to all the safety measures while carrying out cold and hot

work procedure

PC28. ensure that work permit is issued perform any cold work at the

Retail Outlet

PC29. get a permission from the concerned authority to perform hot work

procedure at the Retail Outlet

PC30. avoid carrying out the certain hot procedure in the Retail Outlet,

such as pair and cleaning of tanks and pipelines, tank

removal/decommissioning of tanks, non-routine

maintenance/replacement of equipment/electrical work,

Pneumatic/Hydrostatic pressure testing and demolition /revamping

PC31. ensure that any accidents/near miss are recorded in the accident

record

PC32. report the details of any accidents to the concerned authority

PC33. carry out Root Cause Analysis of the accidents /near miss

PC34. ensure preventive measure are taken to avoid recurrence


27 | P a g e

Emergency Preparedness To be competent, the user/individual on the job must be able to:

PC35. ensure that first aid box is at an accessible place at all times

PC36. ensure that the first aid box contains all the essentials including

sterile adhesive bandages, small roll of absorbent gauze, triangular

and roller bandages, cotton, plasters, scissors, antiseptic lotions,

thermometer, antiseptic cream for burn injury, cleansing

agent/soap, aspirin or paracetamol pain relievers, ointment for

cut/injuries, etc.

PC37. conduct mock drills and evacuation exercise once in a month for all

staff on topics like spillage of product, major spillage, fire accident,

electrical fire, emergency response to accidents and fire in

neighbouring area

House Keeping To be competent, the user/individual on the job must be able to:

PC38. plan all housekeeping activities prior and post all the work

PC39. chart, allocate and prepare a schedule relating to housekeeping

PC40. check if the chart is filled as per the required standard

PC41. ensure that the electrical room is clean regularly and well-

maintained

PC42. ensure that driveway (concrete/asphalt/paver blocks) is free of

damages

PC43. ensure that the driveway is cleaned and clear of oil spillage

PC44. ensure that the entry and exit is clean and free of any obstruction

PC45. ensure that the yellow coloured traffic guiding arrows are painted

periodically

PC46. ensure that all dust bins are emptied and cleaned periodically and

placed at the at the extreme ends of Islands

PC47. ensure that caution sign put up at any damaged/dug area/work in

progress

PC48. ensure all the fire fighting equipment are cleaned and deployed

PC49. ensure all pump islands are cleaned on a regular basis

PC50. ensure all DUs are cleaned on a regular basis

PC51. ensure RVI and signage are free of damages

PC52. ensure signage is free of any posters/stickers

PC53. ensure rate display and other information on the pylon is updated

PC54. ensure signage are clear of any dirt and dust, and are in good

condition

PC55. ensure that the compound walls are cleaned and dusted

PC56. ensure that sink is cleaned on a regular basis

PC57. ensure Drinking water tank, water purifier and water cooler are

cleaned regularly

PC58. ensure that water filter is working and disposable glass are available

for drinking water

PC59. ensure that the sales building is well-maintained; Lube display,

furniture, office equipment dusted; Floor is mopped regularly; Glass


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Glazing is cleaned; toilet seats, floor, wash basin and mirror are

cleaned; deodoriser/soap is replenished if not available; Hand

Towel/napkin replaced with fresh one; Overhead water tank is filled

to capacity; and roof is cleaned

PC60. ensure all logos and granite tiling are cleaned

PC61. ensure that the Curb wall is found OK and damage free

PC62. ensure all the vegetation is removed

PC63. ensure plants are watered on a regular basis, Lawn grass is mowed

and cut, and flags are maintained well

PC64. ensure that toilets are cleaned regularly and well-maintained;

urinals, wash basins and mirrors are cleaned twice a day; dust bins

emptied regularly; flushing/auto flushing systems are in working; all

taps/fittings are in good conditions; perishable items like soap, liquid

soap dispenser are replenished; and hand towels are replaced with

fresh ones


A. Organisational

Context (Knowledge

of the


and its processes)


KA1. organisational policies and procedures with reference to safety

precautions and hazards

KA2. emergency services like ambulance, fire brigade, police, neighbouring

hospitals and clinics etc.

KA3. organisation’s emergency and disaster management procedures




KB1. maintenance electrical and earthing system at the Retail Outlet

KB2. safety measures while handling products such as petrol, diesel etc.

KB3. usage of different types of fire extinguishers

KB4. usage of different types of electrical equipment and tools

KB5 general safety measures and fire hazards at the outlet

KB6. housekeeping and maintenance of Retail Outlet

KB7. different types of breaches in safety and security that may occur

KB8. consequences of non-compliance of safety and security measures on

individuals and organisation

KB9. opportunities for improving safety and security to the concerned

authority

KB10. scientific process and procedures at the outlet (Whatman Filter Test)

KB11. safety procedures and hazards pertaining to products, equipment,

electrical, earthing and wiring etc.


A. Core Skills/Generic Basic Reading and Writing Skills


29 | P a g e

Skills The user/individual on the job needs to be able to:

SA1. read and interpret relevant organisational policies and procedures

that

identify the various processes in retail automation

SA2. read the safety charts and signs




SA4. listen and effectively communicate information with all the

concerned

authority regarding accidents/ near miss incidents

SA5. effectively communicate safety information/instruction to team

members


SB1. plan and allocate task (related to safety, housekeeping, electrical

safety etc.)

to the team based on their competence

SB2. organise work and coordinate with team to keep the Retail Outlet

safe and

clean

Decision-Making



SB4. take prompt decisions to handle accident or emergency at the Retail

Outlet

Problem-Solving



situations


Analytical Thinking




assign

duties accordingly


Critical Thinking



requirement


accidents


30 | P a g e

NOS Version Control

NOS Code

HYC / N 3108

Credits(NSQF)

TBD

Version number 1.0





HYC/N 3109 Handling Customers at the Retail Outlet

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Overview This unit is about engaging customers, fulfilling their needs satisfying and achieving customer

satisfaction.


Standard


32 | P a g e


Unit Title

(Task) Handling Customers at the Retail Outlet

Description This unit is about engaging customers, fulfilling their needs satisfying and

achieving customer satisfaction.

Scope


• engage with customers to provide high standards of service

• Achieving customer satisfaction

• Fulfilling Customer Requirement



Engaging with

Customers for

Assessing service

Quality requirements

To be competent, the user /individual on the job must:

PC1. greet the customer

PC2. listen to the customer attentively and be politely answer them

PC3. understand the customer’s needs for service quality requirements

PC4. receive a regular feedback from the customers on current service,

complaints and improvements to be made

PC5. ensure clarity, honesty and transparency while dealing with customers

PC6. customers are treated fairly and with respect

PC7. thank the customer and request them to visit again

PC8. inform the customer of any available schemes/offers in the retail outlet

PC9. ensure customer does not use inflammable material inside the outlet

PC10. ensure fuel is not dispensed in loose or in plastic/glass bottles

PC11. guide customers to the DU during traffic hour, if required

PC12. ensure proper queue management carried out at forecourt

PC13. ensure clean toilet facility is available for customers

PC14. ensure clean drinking water facility is available for customers

PC15. ensure that the air facility attendant does not take tips

PC16. ensure telephone facility is available and “chargeable” board is displayed

Achieving Customer

Satisfaction


PC17. build rapport in the nearby trading area to increase the business of the

Retail Outlet

PC18. create an awareness on the various schemes and benefits for customers

by using various marketing strategies

PC19. increasing the brand value of the Retail Outlet

PC20. inform customers about Allied Retail Business (ARB) activities

PC21. increase footfalls of the retail outlet by moulding according to the

demographics; attend and cater to the need of senior citizens, ladies and

different strata of the society

PC22. inform customers about various ‘Loyalty Card’ programmes and their

benefits

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PC23. enrol more customers under loyalty cards to increase the sales of the

Retail Outlet

PC24. inform customers about different facilities available at the Retail Outlet;

MI system, remote loading facility and tracking of vehicle

PC25. ensure customers’ expectations are met

PC26. tackle and intervene angry customers promptly to maintain the brand

image of the Retail Outlet

PC27. convey customers’ feedback (especially, negative feedback) to concerned

authority

Fulfilling Customer

Requirement


PC28. Resolve all complaints at the earliest and convey it to concerned

authority

PC29. maintain a record of all customer complaints and the time frame of their

resolution

PC30. carry out root-cause analysis of repetitive complaints to avoid recurrence

PC31. take suitable action against the staff if case of any malpractice

PC32. willingly accept and implement new innovative products and services

that help improve customer satisfaction

PC33. maintain close contact with customers and focus groups

PC34. offer promotions to improve product satisfaction level to the customers

periodically

PC35. ensure parking of vehicles for customers using value added services

PC36. ensure no parking of vehicles at QCP area


A. Organisational

Context (Knowledge

of the


and its processes)


KA1. organisation’s policies on behaviour of customer and work place ethics

and practices

KA2. organisation’s hierarchical structure and human resources policies

B. Technical Knowledge The user/individual on the job needs to know and understand:

KB1. importance of treating the customers with respect and in a friendly and

professional way

KB2. importance of gaining customer satisfaction

KB3. importance customer safety at the outlet

KB4. significance of being the brand ambassador of the outlet

KB5. methods of engaging with the customers effectively and professionally

KB6. ways to improve customer satisfaction rating at the Retail Outlet

KB7. standard operating procedure (SOP)

KB8. various schemes and benefits available to customers

KB9. various facilities available at the outlet such as telephone, drinking water,

toilet etc.

KB10. the variety of common and unscheduled requests

KB11. demographics to increase sales

KB14. customer etiquettes with respect to feedback and complaints


34 | P a g e

KB15. significance of being transparent and courteous under all circumstances

involving customer interaction without losing composure


A. Core Skills/ Generic

Skills



SA1. read and interpret relevant organisational policies and procedures

regarding customers

SA2. read and interpret job sheets, company policy documents and information

displayed at the outlet

SA3. read automation reports to resolve customer complaints



SA4. engage with customer to understand their expectations

SA5. listen and resolve customer complaints

SA6. communicate customer feedback to the concerned authority

SA7. promptly intervene to handle angry customers

SA8. interact with team members to work efficiently

B. Professional Skills Decision-Making Skills



SB2. make prompt decisions to handle angry customers

SB3. address complaints and feedback of dissatisfied customers

Customer Centricity


SB4. be polite and courteous towards the customer

SB5. understand the customer requirement and priority, and respond

accordingly

SB6. provide information to customers on specific facilities and services

available

SB7. be proactive with regards to new schemes/offers in the retail outlet

SB8. ensure quality of services offered caters to the needs of customer

SB9. maintain a positive and effective relationship with the customer

Problem Solving

B. Professional Skills The user /individual on the job will be able to:

SB10. apply different problem solving strategies to resolve customer issues


Analytical Thinking

SB12. analyse situations to resolve customer complaints/feedback


Critical Thinking


requirement


accidents


35 | P a g e

NOS Version Control

NOS Code

HYC / N 3109

Credits(NSQF)

TBD

Version number 1.0





HYC/N 3110 Manage Team Effectively to Achieve Desired Results

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Overview This unit is about team building and managing work efficiently.


Standard


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Unit Title (Task)

Manage Team Effectively to achieve desired result

Description This unit is about team building and managing work efficiently.


• building the team and allocation of work among team members for smooth and efficient functioning



Ensure the Team

Works Efficiently to

Achieve Service

Requirements


PC1. motivate and encourage the team from time to time

PC2. provide incentive to employees to encourage them to work efficiently

PC3. boost morale of employees by rewarding them for being punctual and well

groomed

PC4. provide technical input and knowledge to employees from time to time

PC5. ensure that the personnel reporting to him are punctual, well-groomed,

disciplined and adhere to the guideline

PC6. ensure staff wears uniform with ID cards daily

PC7. update daily the duty roster for allocation of activity for manpower

PC8. ensure the team’s salary is made on time as per the statutory payments

PC9. pass on work related information/ requirement clearly to the team members

PC10. conduct daily staff meeting to motivate team to ensure that the team is pro-

sales

PC11. ensure that all the personnel are equipped to operate fire extinguishers

PC12. ensure that all the personnel are aware of all the safety precautions

PC13. ensure all the personnel reporting to attend the training programmes as and

when they are nominated

PC14. discuss with subordinates about appropriate work technique and method

PC15. inform team members about any kind of deviations from work

PC16. ensure that none of the staff are indulging in any type of malpractice

PC17. take actions against erring employee in case of deviation from expected

performance

PC18. understand and empathise with team members and resolve their issues

PC19. monitor overall performance of subordinates to meet quality requirements set

by the concerned authority


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B. Organisational

Context (Knowledge

of the


and its processes)


KA1. roles and responsibilities of the Retail Outlet Supervisor to manage the

team

KA2. organisation’s policies and procedures for carrying out work

KA3. organisation’s hierarchical structure and human resources policies




KB1. different activities within his work area where an interaction with the staff

at

all levels is required

KB2. communication and team building skills

KB3. responsibilities of the team members from various department working

under him

KB4. methods and techniques to encourage staff to work efficiently


C. Core Skills/Generic

Skills



SA1. read in one or more languages, preferably the local language




SA3. verbally communicate change in duties

SA4. receive instructions from concerned authority and convey the same to the

team members



SA7. maintain positive and cordial relationship with the team members

D. Professional Skills Plan and Organise


SB1. plan and allocate task to the team based on their competence

SB2. organise work and coordinate with team to manage activities in the Retail

Outlet

Decision making


SB3. take prompt decision in times of emergency with respect to change in

duties

of team members

SB4. decide on the type of information that needs to be shared with the co-

workers so as to maintain a health and cordial atmosphere

Problem Solving


SB5. take initiative in solving issues related to co-workers




39 | P a g e

Analytical Skills


SB6. to estimate the performance of staff based on their work

SB8. assess and estimate manpower required to do a particular job and assign

duties accordingly


Critical Thinking



requirement


accidents


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NOS Version Control

NOS Code

HYC / N 3110

Credits(NSQF)

TBD

Version number 1.0





HYC/N 3111 Planning and Organising Work at the Retail Outlet

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Overview This unit describes planning and organising work so that efficiency and synchronisation of work takes place.


Standard


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Unit Title (Task)

Planning and Organising Work at the Retail Outlet

Description This unit is about planning and organising work so that efficiency and synchronisation of work takes place.


• Plan and Organise of Work to Meet Service Requirement



Plan and Organise of

Work to Meet Service

Requirement


PC1. plan activities to achieve targets set by superiors

PC2. set targets for the team and ensure that they achieve them

PC3. plan and organise activities as per schedule and timelines

PC4. provide suggestion and advice to subordinates to obtain desired outcome

PC5. plan housekeeping activities at the beginning and end of work

PC6. make optimum utilisation of resources effectively and efficiently

PC7. align work with reference to organisation’s policies and procedures

PC8. prioritise work according to urgency and importance

PC9. comply with important and confidential information in accordance with

the

organisation’s policies and procedures

PC10. inform and updating others with the progress of your work

PC11. adapt work as per requirements

PC12. organise work and resources in coordination with team members and

superiors

PC13. complete work as per the schedule

PC14. list and arrange resources prior to commencement of work

PC15. allocate of manpower in an appropriate manner

PC16. utilise of resources judiciously to minimise wastage

PC17. plan fuel filling time to avoid rush during peak hours


A. Organisational

Context (Knowledge

of the


and its processes)


KA1. adhere to organisational policies and procedures to achieve efficiency at

work

KA2. company’s policies to achieve targets as per timelines

B. Technical Knowledge The user/individual on the job needs to know and understand:

KB1. methods to plan and organise activities to achieve targets

KB2. how to design plans to obtain efficiency of work

KB3. planning and organising skills

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KB4. usage of resources judiciously to reduce wastage

KB5. time management with regards to fuel time during peak hours


A. Core Skills/

Generic Skills



SA1. read in one or more languages, preferably the local language




SA3. verbally communicate change in duties

SA4. receive instructions from concerned authority and convey the same to the

team members



B. Professional Skills

Plan and Organise


SB1. plan and assign job duties to team members for efficient and smooth

working

SB2. plan and manage manpower in case of absenteeism

SB3. plan fuel filling time during peak hours

Decision making


SB4. take prompt decision in times of emergency with respect to change in

duties

of team members

SB5. decide on the type of information that needs to be shared with the co-

workers so as to maintain a health and cordial atmosphere

Problem Solving


SB6. take initiative in solving issues related to co-workers



Analytical Skills


SB9. to estimate the performance of staff based on their work

SB10. assess and estimate manpower required to do a particular job and assign

duties accordingly


Critical Thinking



requirement


accidents


44 | P a g e

NOS Version Control

NOS Code

HYC / N 3111

Credits(NSQF)

TBD

Version number 1.0





45 | P a g e

Annexure Nomenclature for QP and NOS

Qualifications Pack

[ABC]/ Q 0101

Occupational Standard An example of NOS with ‘N’

[ABC] / N 0101

Q denoting Qualifications Pack Occuptaion (2 numbers)

QP number (2 numbers)

9 characters

N denoting National Occupational Standard Occuptaion (2 numbers)

OS number (2 numbers)

9 characters

Back to top…

[Insert 3 letter code for SSC]

[Insert 3 letter code for SSC]

46 | P a g e

CRITERIA FOR ASSESSMENT OF TRAINEES

Job Role LPG Delivery Personnel

Qualification Pack HYC/Q 3201

Sector Skill Council Hydrocarbon Sector Skill Council

Guidelines for Assessment

1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance

Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for

Theory and Skills Practical for each PC.

2. The assessment for the theory part will be based on knowledge bank of questions created by the SSC.

3. Assessment will be conducted for all compulsory NOS, and where applicable, on the selected elective/option NOS/set

of NOS.

4. Individual assessment agencies will create unique question papers for theory part for each candidate at each

examination/training center (as per assessment criteria below).

4. Individual assessment agencies will create unique evaluations for skill practical for every student at each

examination/training center based on this criterion.

5. To pass the Qualification Pack , every trainee should score a minimum of 70% of aggregate marks to successfully clear

the assessment.

6. In case of unsuccessful completion, the trainee may seek reassessment on the Qualification Pack.

Compulsory NOS

Total Marks: [200] Marks Allocation

Assessment

outcomes Assessment Criteria for outcomes

Total

Marks Out Of

Theory

Skills Practical

HYC/N 3105

Perform Retail

Outlet

operations

PC1. obtain and record tank wise dip reading

200

2 1 1

PC2. calculate stock (in litres) from the dip

reading using the respective tank calibration chart 2 1 1

PC3. check and record tank wise density of the

product 2 1 1

PC4. record and accurately update readings in

DSR (Density Stock Register, Daily Stock Register

and Stock Board register)

2 1 1

PC5. display product wise stock with density on

stock board 2 1 1

PC6. match/verify the previous closing stock

entries totaliser readings of Dispensing Units (DU)

tank-wise dip reading, dip stock and water dip

reading

2 1 1

PC7. check Electronic Totaliser reading of

Dispensing Unit 2 1 1

PC8. match current day opening reading with

the previous day closing 2 1 1

47 | P a g e

Compulsory NOS


Assessment


Total

Marks Out Of

Theory

Skills Practical

PC9. convert the volume in litres (using ASTM

Table 54) at 15oC shown in MRG 2 1 1

PC10. record tank gauge and daily sales on a

cumulative basis in the DSR 2 1 1

PC11. daily calculate the variation (loss/gain) in

the previous day’s closing and today’s opening

reading

2 1 1

PC12. calculate product wise daily average sales 2 1 1

PC13. calculate current stock levels/ullage 2 1 1

PC14. calculate seasonal variation in demand 2 1 1

PC15. place indent according to the stock

available and the ullage 2 1 1

PC16. make the payment immediately if the

receipt is more than the indent invoice 1 0.5 0.5

PC17. in case, the receipt is less than the indent

invoice, sign the provisional invoice and inform

the supply location

2 1 1

PC18. place indent through SMS or email and

record it in the DSR 2 1 1

PC19. calculate the value of indent 2 1 1

PC20. check the funds available in bank account 2 1 1

PC21. ensure that the value of

RTGS/NEFT/cheques/DD is in line with value of

indent

2 1 1

PC22. verify DD/cheque details 2 1 1

PC23. maintain records of details of payment

instruments 2 1 1

PC24. maintain records of NEFT/RTGS transfer

UTR number 2 1 1

PC25. carry out CR detail generation of OMC 2 1 1

PC26. ensure Tank Truck (TT) is ready for

dispatch while placing the indent 2 1 1

PC27. check whether the indent has been

received by the supply depot 2 1 1

PC28. ensure timely delivery by tracking TT while

it is on its way to the outlet to ensure timely

delivery

1 0.5 0.5

PC29. ensure that the unloading is carried out in

the day 2 1 1

PC30. ensure master switch is off 2 1 1

PC31. ensure TT is parked in ‘drive out’ position 2 1 1

PC32. cordon off the TT decantation area using

barricades 2 1 1

48 | P a g e

Compulsory NOS


Assessment


Total

Marks Out Of

Theory

Skills Practical

PC33. ensure that there are wheel chokes

around it TT 2 1 1

PC34. verify details of invoice with respect to the

TT number, security locks, customer code, name,

address, number of compartments, type and

quantity of product, date and time of departure of

TT from supply location, recorded density at 150C

on invoice, dip rod calibration certificate and

other details as advised by OMC, and driver’s

signature verification in invoice

2 1 1

PC34. allow TT to settle for 10 minutes 1 0.5 0.5

PC35. ensure that fire extinguisher and fire

buckets are placed around TT 2 1 1

PC36. provide earthing to TT chassis 2 1 1

PC37. check manifolds Valve Sealing and Locking

System 2 1 1

PC38. check sealing of Master Valve and release

it 2 1 1

PC39. ensure team member climbing the TT is

wearing safety helmet 2 1 1

PC40. check dome locking and sealing 2 1 1

PC41. check if the physical dip verification

matches with the invoice 2 1 1

PC42. report product shortage and presence of

water, if any, to the supply location 2 1 1

PC43. open manifold of locks 2 1 1

PC44. check if the tank-wise product density

matches with invoice 2 1 1

PC45. stop sales from DU connected to Under

Ground (UG) tank 2 1 1

PC46. calculate UG tank stock using dip rod and

close dip valve 2 1 1

PC47. display a board saying “TT under

decantation” on the DU 2 1 1

PC48. if density is beyond permissible limit,

retain the TT at the Outlet 2 1 1

PC49. collect the sample from each

compartment 2 1 1

PC50. seal and secure the sample container and

wooden box using plastic seals, sealing wires and

pliers provided by OMC

2 1 1

PC51. ensure that the sample container is free of

any leakages 1 0.5 0.5

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Compulsory NOS


Assessment


Total

Marks Out Of

Theory

Skills Practical

PC52. store samples at designated places with

adequate ventilation handover against payment

2x1 MS and 1x1 HSD for transportation retention

sample

2 1 1

PC53. ensure coupling of the recommended

dispensing hose is held tight to appropriate UG

tank

2 1 1

PC54. ensure no product leakage from the

hose/couplings 2 1 1

PC55. carry out decantation in the presence of

the TT crew 2 1 1

PC56. ensure the product is unloaded in the right

tank (especially in case of mixed load) 2 1 1

PC57. ensure vent pipe functions properly 2 1 1

PC58. visually inspect the product and check TT

compartments using dip rod 2 1 1

PC59. ensure that product retained in dispensing

hose is drained in the respective UG tanks 2 1 1

PC60. ensure that the coupling is removed

carefully to prevent spillage 2 1 1

PC61. remove the “TT under decantation” board,

earthing, barricades, fire extinguishers, fire

buckets and wheel chokes

2 1 1

PC62. ensure security locks are put on dome

covers and valves 2 1 1

PC63. acknowledge receipt of the product with

signature, seal of the dealer and TT driver 1 0.5 0.5

PC64. ensure TT decantation checklist is filled

and signed by the dealer and handed over to the

TT driver

2 1 1

PC66. make approximate entry in the stock

register and stock display board 2 1 1

PC66. resume sale from the DU 1 0.5 0.5

PC68. should be between pre-decantation tank

density and Tank Truck (TT) product density) 2 1 1

PC69. record in density register (50 litre of

products is dispensed and enter record in density

register)

2 1 1

PC70. note any product discrepancies in the

invoice and get it signed both by dealer and driver 2 1 1

PC71. do not open manifold locks if any other

major discrepancy is found 2 1 1

PC72. ensure that the unloading is carried out in

the day 2 1 1

50 | P a g e

Compulsory NOS


Assessment


Total

Marks Out Of

Theory

Skills Practical

PC73. check invoice and TT weighment slip 2 1 1

PC74. ensure TT is parked in ‘drive out’ position 1 0.5 0.5

PC75. ensure that area around hardstand and fill

point is free off any obstructions 2 1 1

PC76. ensure master switch is off 2 1 1

PC77. ensure that there are wooden chokes

around the TT wheels 1 0.5 0.5

PC78. ensure that earthing cable are connected

to TT chassis 2 1 1

PC79. ensure that there are fire extinguishers

near the TT unloading area and near each transfer

pump location

2 1 1

PC80. record roto-gauge reading, temperature

and auto gauge readings 2 1 1

PC81. ensure that the dispensing operations are

suspended before unloading 2 1 1

PC82. check connection of liquid and vapour

hoses 2 1 1

PC83. check for leakages in the coupling using

soap bubble solutions 2 1 1

PC84. ensure that the Main control panel is

energised 2 1 1

PC85. activate automatic overfill protection,

emergency shutdowns, ROVs and compressed air

systems

1 0.5 0.5

PC86. record the ROVs shutdown time should be

recorded 1 0.5 0.5

PC87. record the initial reading of rotogauge,

tank level gauge and mass flow meter 2 1 1

PC88. open the manual ball valves to start the

unloading 2 1 1

PC89. record the density and temperature of the

product from mass flow meter 2 1 1

PC90. avoid bypassing any of the said

parameters of the control panel 1 0.5 0.5

PC91. continuously monitor the unloading

activity and ALPG level at the storage 2 1 1

PC92. ensure that the product level in tank does

not exceed 85% of the tank capacity 2 1 1

PC93. record the final reading of rotogauge, tank

level gauge and mass flow meter 2 1 1

PC94. close tanker valves 2 1 1

PC95. close fill point ball valves/ROVs 1 0.5 0.5

51 | P a g e

Compulsory NOS


Assessment


Total

Marks Out Of

Theory

Skills Practical

PC96. flare the hose quantity under controlled

condition by opening vent valves 2 1 1

PC97. disconnect ALPG hoses and cap the ends 2 1 1

PC98. cap the liquid/vapour outlets of the road

tanker 2 1 1

PC99. disconnect earthing wire and Remove

wheel chokes 2 1 1

PC100. release tanker for weighment and Record

the final weight of the truck from the same weigh

bridge

2 1 1

PC101. record the net weight of the product

received at the ALDS 1 0.5 0.5

PC102. hand over a copy of weighment slip to

the ALPG tanker driver 2 1 1

PC103. ensure that the weighment slip is signed

by the TT driver 2 1 1

PC104. convert the net weight of the product

received into volume 2 1 1

PC105. record the converted volume in litres in

receipt column of the DSR 2 1 1

PC106. enter all relevant details in the DSR

provided by the Regional Office 2 1 1

PC107. record the same in the DSR, in case of any dry out situation

1 0.5 0.5

Total 200 100 100

Compulsory NOS


Assessment


Total

Marks Out Of

Theory

Skills Practical

HYC/N 3106

Carry out Daily

Check at the

Retail Outlet

PC1. check if the tank-wise product density is at

150C

100

2 1 1

PC2. record the density in the density register

and match it with the closing density of the

previous shift

1.5 0.5 1

PC3. if density variation (current recorded tank-

wise density - last recorded tank-wise density) is

less than +/- 3 kg/cu.m, stop sales DU connected

to that tank

1.5 0.5 1

PC4. perform Whatman Filter Paper Test 2 1 1

PC5. match the observed physical density with

the densitometer reading connected to automation,

wherever applicable

1.5 0.5 1

PC6. check delivery in both pre-set and normal

mode with the help of calibrated 5 L brass measure 2 1 1

52 | P a g e

Compulsory NOS


Assessment


Total

Marks Out Of

Theory

Skills Practical

PC7. ensure that the permissible limit of

variation is +/-25 ml/5L 1.5 0.5 1

PC8. use only pump test mode for automated

outlets 1.5 0.5 1

PC9. ensure that the DSR, density register,

complaints and suggestion book, staff duty

roster/attendance register, etc. are maintain well

1.5 0.5 1

PC10. maintain a record of equipment and

facilities, equipment calibration, RFID Tag

allocation, ASTM 53B Tables, invoice, etc.

2 1 1

PC11. ensure that all DUs are functional,

accurate and free from leakage 1.5 0.5 1

PC12. ensure that the DU display is clear and

visible, and that vinyl is not damaged 2 1 1

PC13. ensure all DU earthing connections are

intact 2 1 1

PC14. check the due date of calibration of

dispensing units 1.5 0.5 1

PC15. ensure that there is no leakage in the Auto

LPG Dispenser 1.5 0.5 1

PC16. ensure Auto LPG Dispenser earthing

connections are intact 1.5 0.5 1

PC17. check for abnormal vibration/excessive

noise 1.5 0.5 1

PC18. ensure that portable fire extinguishers are

in position 2 1 1

PC19. ensure filling hose is tested as per

OISDSTD – 135 and that test report available with

marked due date

1.5 0.5 1

PC20. ensure that the filling nozzle is capped

when not in use 1.5 0.5 1

PC21. ensure that there is no fugitive emission

while disconnecting the nozzle 1.5 0.5 1

PC22. ensure level gauge, high level alarm,

temperature and pressure gauges are functioning

properly

1.5 0.5 1

PC23. ensure all ROVs close within permissible

time limit 1.5 0.5 1

PC24. ensure availability of rubber mats with ISI 1.5 0.5 1

PC25. ensure that motor has double independent

earthing connection 1.5 0.5 1

PC26. ensure the emergency switch works

properly 1.5 0.5 1

PC27. ensure there are no temporary electrical

connection 2 1 1

PC28. maintain flame proof ness of terminal box,

fitting and junction boxes 1.5 0.5 1

PC29. ensure that earthing pit is in condition

good 2 1 1

PC30. ensure that the push buttons are earthed

properly and flameproof conditions are not

tampered

2 1 1

53 | P a g e

Compulsory NOS


Assessment


Total

Marks Out Of

Theory

Skills Practical

PC31. ensure water is not accumulated in the

lighting fixture distribution box 2 1 1

PC32. ensure jumpers of ALPG pipelines are

intact 1.5 0.5 1

PC33. ensure records of the electrical test carried

out are maintained 2 1 1

PC34. ensure that UG tanks are fitted with water

tight fill caps and dip caps with locking

arrangement

1.5 0.5 1

PC35. ensure that manhole chambers free of

water/garbage/ foreign particles 1.5 0.5 1

PC36. ensure that manhole chambers covers are

in place 1.5 0.5 1

PC37. ensure that earth pit connections are intact

and clean 1.5 0.5 1

PC38. ensure that DG (Diesel Generator) set are

functional 1.5 0.5 1

PC39. ensure that exhaust pipe spark arrestor

work properly and exhaust pipe insulation are

intact

2 1 1

PC40. weekly check that the electrical panel

earthing is intact 1.5 0.5 1

PC41. ensure that panel room is free of any

water/oil leakage or spillage 1.5 0.5 1

PC42. ensure that electrical panel is free of any

loose wire connections 1.5 0.5 1

PC43. ensure that yard lights are properly

earthed, lamps are functional and lights fixtures

glass covers are clean

1.5 0.5 1

PC44. ensure all hoardings are of standard size

and properly structured 2 1 1

PC45. ensure only the approved messaged is

displayed on the hoarding an flex displayed on the

hoardings free of any damage

1.5 0.5 1

PC46. ensure hoarding light is working 1.5 0.5 1

PC47. ensure earthing of the capacity structure is

intact 1.5 0.5 1

PC48. ensure canopy structure is free of any

defects/damages and all canopy lights are

functional

1.5 0.5 1

PC49. ensure inverters carry electrical loads as

specified 1.5 0.5 1

PC50. ensure inverter Voltage and frequency

output is in the permissible limit 1.5 0.5 1

PC51. ensure that battery room clean and well-

ventilated 1.5 0.5 1

PC52. ensure that condensate water from air

receiver is drained and compressor are cleaned 2 1 1

PC53. check oil level in compressor crankcase 1.5 0.5 1

PC54. ensure that motor is rotating in the correct

direction 2 1 1

PC55. ensure that pressure switch is working 2 1 1

54 | P a g e

Compulsory NOS


Assessment


Total

Marks Out Of

Theory

Skills Practical

PC56. ensure air facility is connected to back-up

power source 1.5 0.5 1

PC57. ensure ‘No Tips’ sign is displayed at the

air tower 2 1 1

PC58. ensure that compressor checklist filled by

the air boy 2 1 1

PC59. ensure adequate manpower is available

using attendance register 1 0.5 0.5

PC60. ensure all outlet staff are in proper uniform 1 0.5 0.5

PC61. ensure that outlet staff are well groomed 1.5 0.5 1

Total 100 40 60

Compulsory NOS


Assessment


Total

Marks Out Of

Theory

Skills Practical

HYC/N 3107

Retail

Automation

PC1. ensure automation system is online, and is

clean and free from heat, moisture, dust and

vermin

100

2 1 1

PC2. ensure DUs, POS, BOS, ATG, density

probe, density display, OPT, UPS are working and

connected to the automation system

4 2 2

PC3. ensure that the automation software is free

of any modification by the dealer 3 1 2

PC4. monitor inventory of consumables like

OPT paper roll, printer paper for POS/BOS

printers, ink cartridges, etc.

2 1 1

PC5. ensure telephone line and broadband is

connected to the automation system 3 1 2

PC6. check manual density to ensure auto

density displays is +/_3kg/cu.m 3 1 2

PC7. check manual dip reading to ensure ATG

reading is +/_ 5mm 3 1 2

PC8. register a complaint with the automation

vendor and inform sales officer in case of any

variation in quality or tank gauging or if

automation system is not working

4 2 2

PC9. obtain complaint number, and note down

in the log for future reference 2 1 1

PC10. register a complaint with the concerned

authority if there is an issue with DU 3 1 2

PC11. place an ‘Out of Order’ sign and call

automation vendor if DU is not online; do not

operate in the manual mode

2 1 1

PC12. issue unique RFID tags to each FSM for

authorisation of transaction 3 1 2

PC13. ensure that the automation panel is earthed 4 2 2

PC14. ensure that the automation cable conduit is

properly sealed 3 1 2

55 | P a g e

Compulsory NOS


Assessment


Total

Marks Out Of

Theory

Skills Practical

PC15. ensure that the automation chamber is

inside the sales room covered 3 1 2

PC16. carry out end of day operations for

previous day (as per the automation user manual) 2 1 1

PC17. select ‘Shift Open’ option in the

automation software (automation user manual) 3 1 2

PC18. monitor the fuel transactions at the OPT

and POS 3 1 2

PC19. enter the vehicle number 2 1 1

PC20. use credit/debit card readers integrated

with OPT for payment transactions, wherever

applicable

2 1 1

PC21. monitor FSM is handing cash memo to

customer 2 1 1

PC22. sell the dry stocks like cubes through POS

as per Automation User Manual 3 1 2

PC23. enter the receipt of wet stock in the

underground product tank in BOS PC with details 3 1 2

PC24. verify co-mingled density with

densitometer reading 4 2 2

PC25. carry out shift change/close (as per the

Automation User Manual) at the end of the shift 3 1 2

PC26. perform the day end operations at the end

of second shift for two shift operation and at the

end of the third shift for 24 hour operations

2 1 1

PC27. analyse and record tank gauge report,

attendant wise sales report, pump sales report,

product density report, etc.

3 1 2

PC28. report the discrepancies in stock, sales,

density, etc. to the concerned authority 2 1 1

PC29. ensure that the back office system is in

operations 2 1 1

PC30. ensure that OPT paper roll, printer paper

for POS/BOS printers, ink cartridges, etc. are

available in the inventory

3 1 2

PC31. ensure that ATC is carried out one time 3 1 2

PC32. ensure UG tank is 80% full and product

level in the tank reaches 20% 3 1 2

PC33. ensure no receipt of product is taken

during ATC 3 1 2

PC34. enter receipt of dry stock grade wise in the

POS PC 3 1 2

PC35. carry out price change locally through

BOS/POS as per the automation user manual 3 1 2

PC36. ensure that in case Retail regional office

has change the price, locally the price should be

changes

2 1 1

Total 100 40 60

56 | P a g e

Compulsory NOS


Assessment


Total

Marks Out Of

Theory

Skills Practical

HYC/N 3108

Maintain

Cleanliness

and Safety at

the Retail

Outlet

PC1. ensure emergency single button electrical

shutdown is working properly

100

1.5 0.5 1

PC2. ensure that the electrical room is adequately

ventilated to dissipate heat 1.5 0.5 1

PC3. ensure that there is emergency lighting

battery backup near DG set, salesroom and

electrical panel room for operations after sunset

2 1 1

PC4. ensure that electrical cables to the DU are

terminated in junction box through FLP glands

placed inside the dispensing unit enclosure

1.5 0.5 1

PC5. ensure that any spare opening in junction

box is properly plugged 1.5 0.5 1

PC6. suspend sales are suspended from DU in

case there is a loose connection and inform the

concern officer and log complaint for rectification

2 1 1

PC7. ensure there is enough protection for over

load, voltage, frequency and phase imbalance 1.5 0.5 1

PC8. ensure that earth fault is checked 2 1 1

PC9. ensure all metallic structures, pipe fittings

and enclosures of electrical equipment are

connected to earth permanently

1.5 0.5 1

PC10. ensure earthing is regular checked 1.5 0.5 1

PC11. ensure that all equipment rated up to 230V,

single phase supply are earthed at least one point 1.5 0.5 1

PC12. ensure that all equipment rated above 440

Volts, 3 phase supply are earthed at least two

separate point

1.5 0.5 1

PC13. ensure that smoking and use of mobile is

prohibited inside the Retail Outlet premises 2 1 1

PC14. ensure that quantity of samples of Class A

Product (Petrol) stored does not exceed 30 litres 2 1 1

PC15. ensure that the area within the 45cm around

the DU and 1.3 metre above the DU are free of any

electrical fittings, equipment at all times

1.5 0.5 1

PC16. ensure that area around the DU is well-

ventilated 1.5 0.5 1

PC17. ensure that the vent pipe is working

properly 2 1 1

PC18. ensure that there are no leakages in delivery

hoses, nozzles and exposed piping 2 1 1

PC19. follow the SOPs on disaster management 1.5 0.5 1

PC20. understand role of each attendant in the

event of fire/accidents 1.5 0.5 1

PC21. ensure that vehicles are parked at only

designated parking spaces 1.5 0.5 1

PC22. ensure that the required number of all DCP

and Co2 fire extinguishers are available at

designated places

1.5 0.5 1

PC23. ensure all safety displays are in proper place 1.5 0.5 1

PC24. ensure that all UG Tanks are fitted with

water tight fill caps and dip caps with locking

arrangement

1.5 0.5 1

57 | P a g e

Compulsory NOS


Assessment


Total

Marks Out Of

Theory

Skills Practical

PC25. ensure customer does not use inflammable

material inside the outlet 2 1 1

PC26. ensure Auto LPG Dispensing Station is

check for any leakage 1.5 0.5 1

PC27. adhere to all the safety measures while

carrying out cold and hot work procedure 1.5 0.5 1

PC28. ensure that work permit is issued perform

any cold work at the Retail Outlet 1.5 0.5 1

PC29. get a permission from the concerned

authority to perform hot work procedure at the

Retail Outlet

1.5 0.5 1

PC30. avoid carrying out the certain hot procedure

in the Retail Outlet, such as pair and cleaning of

tanks and pipelines, tank removal/decommissioning

of tanks, non-routine maintenance/replacement of

equipment/electrical work, Pneumatic/Hydrostatic

pressure testing and demolition /revamping

2 1 1

PC31. ensure that any accidents/near miss are

recorded in the accident record 1.5 0.5 1

PC32. report the details of any accidents to the

concerned authority 1.5 0.5 1

PC33. carry out Root Cause Analysis of the

accidents /near miss 1.5 0.5 1

PC34. ensure preventive measure are taken to

avoid recurrence 1.5 0.5 1

PC35. ensure that first aid box is at an accessible

place at all times 1.5 0.5 1

PC36. ensure that the first aid box contains all the

essentials including sterile adhesive bandages, small

roll of absorbent gauze, triangular and roller

bandages, cotton, plasters, scissors, antiseptic

lotions, thermometer, antiseptic cream for burn

injury, cleansing agent/soap, aspirin or paracetamol

pain relievers, ointment for cut/injuries, etc.

1.5 0.5 1

PC37. conduct mock drills and evacuation exercise

once in a month for all staff on topics like spillage

of product, major spillage, fire accident, electrical

fire, emergency response to accidents and fire in

neighbouring area

2 1 1

PC38. plan all housekeeping activities prior and

post all the work 2 1 1

PC39. chart, allocate and prepare a schedule

relating to housekeeping 1.5 0.5 1

PC40. check if the chart is filled as per the required

standard 1.5 0.5 1

PC41. ensure that the electrical room is clean

regularly and well-maintained 2 1 1

PC42. ensure that driveway

(concrete/asphalt/paver blocks) is free of damages 2 1 1

PC43. ensure that the driveway is cleaned and

clear of oil spillage 1 0.5 0.5

PC44. ensure that the entry and exit is clean and

free of any obstruction 1.5 0.5 1

58 | P a g e

Compulsory NOS


Assessment


Total

Marks Out Of

Theory

Skills Practical

PC45. ensure that the yellow coloured traffic

guiding arrows are painted periodically 1.5 0.5 1

PC46. ensure that all dust bins are emptied and

cleaned periodically and placed at the at the extreme

ends of Islands

1 0.5 0.5

PC47. ensure that caution sign put up at any

damaged/dug area/work in progress 1.5 0.5 1

PC48. ensure all the fire fighting equipment are

cleaned and deployed 1.5 0.5 1

PC49. ensure all pump islands are cleaned on a

regular basis 1 0.5 0.5

PC50. ensure all DUs are cleaned on a regular

basis 1 0.5 0.5

PC51. ensure RVI and signage are free of damages 2 1 1

PC52. ensure signage is free of any posters/stickers 2 1 1

PC53. ensure rate display and other information on

the pylon is updated 1.5 0.5 1

PC54. ensure signage are clear of any dirt and dust,

and are in good condition 1 0.5 0.5

PC55. ensure that the compound walls are cleaned

and dusted 1 0.5 0.5

PC56. ensure that sink is cleaned on a regular

basis 1.5 0.5 1

PC57. ensure Drinking water tank, water purifier

and water cooler are cleaned regularly 1.5 0.5 1

PC58. ensure that water filter is working and

disposable glass are available for drinking water 1.5 0.5 1

PC59. ensure that the sales building is well-

maintained; Lube display, furniture, office

equipment dusted; Floor is mopped regularly; Glass

Glazing is cleaned; toilet seats, floor, wash basin

and mirror are cleaned; deodoriser/soap is

replenished if not available; Hand Towel/napkin

replaced with fresh one; Overhead water tank is

filled to capacity; and roof is cleaned

2 1 1

PC60. ensure all logos and granite tiling are

cleaned 1 0.5 0.5

PC61. ensure that the Curb wall is found OK and

damage free 1 0.5 0.5

PC62. ensure all the vegetation is removed 1.5 0.5 1

PC63. ensure plants are watered on a regular basis,

Lawn grass is mowed and cut, and flags are

maintained well

1.5 0.5 1

PC64. ensure that toilets are cleaned regularly and

well-maintained; urinals, wash basins and mirrors

are cleaned twice a day; dust bins emptied regularly;

flushing/auto flushing systems are in working; all

taps/fittings are in good conditions; perishable items

like soap, liquid soap dispenser are replenished; and

hand towels are replaced with fresh ones

1.5 0.5 1

Total 100 40 60

59 | P a g e

Compulsory NOS


Assessment


Total

Marks Out Of

Theory

Skills Practical

HYC/N 3109

Handling

Customers at

the Retail

Outlet

PC1. greet the customer

100

2 1 1

PC2. listen to the customer attentively and be

politely answer them 4 2 2

PC3. understand the customer’s needs for service

quality requirements 3 1 2

PC4. receive a regular feedback from the

customers on current service, complaints and

improvements to be made

2 1 1

PC5. ensure clarity, honesty and transparency

while dealing with customers 3 1 2

PC6. customers are treated fairly and with respect 3 1 2

PC7. thank the customer and request them to visit

again 3 1 2

PC8. inform the customer of any available

schemes/offers in the retail outlet 4 2 2

PC9. ensure customer does not use inflammable

material inside the outlet 2 1 1

PC10. ensure fuel is not dispensed in loose or in

plastic/glass bottles 3 1 2

PC11. guide customers to the DU during traffic

hour, if required 2 1 1

PC12. ensure proper queue management carried

out at forecourt 3 1 2

PC13. ensure clean toilet facility is available for

customers 4 2 2

PC14. ensure clean drinking water facility is

available for customers 3 1 2

PC15. ensure that the air facility attendant does not

take tips 3 1 2

PC16. ensure telephone facility is available and

“chargeable” board is displayed 2 1 1

PC17. build rapport in the nearby trading area to

increase the business of the Retail Outlet 3 1 2

PC18. create an awareness on the various schemes

and benefits for customers by using various

marketing strategies

3 1 2

PC19. increasing the brand value of the Retail

Outlet 2 1 1

PC20. inform customers about Allied Retail

Business (ARB) activities 2 1 1

PC21. increase footfalls of the retail outlet by

moulding according to the demographics; attend and

cater to the need of senior citizens, ladies and

different strata of the society

2 1 1

PC22. inform customers about various ‘Loyalty

Card’ programmes and their benefits 3 1 2

PC23. enrol more customers under loyalty cards to

increase the sales of the Retail Outlet 3 1 2

PC24. inform customers about different facilities

available at the Retail Outlet; MI system, remote

loading facility and tracking of vehicle

4 2 2

60 | P a g e

Compulsory NOS


Assessment


Total

Marks Out Of

Theory

Skills Practical

PC25. ensure customers’ expectations are met 3 1 2

PC26. tackle and intervene angry customers

promptly to maintain the brand image of the Retail

Outlet

2 1 1

PC27. convey customers’ feedback (especially,

negative feedback) to concerned authority 3 1 2

PC28. Resolve all complaints at the earliest and

convey it to concerned authority 2 1 1

PC29. maintain a record of all customer

complaints and the time frame of their resolution 2 1 1

PC30. carry out root-cause analysis of repetitive

complaints to avoid recurrence 3 1 2

PC31. take suitable action against the staff if case

of any malpractice 3 1 2

PC32. willingly accept and implement new

innovative products and services that help improve

customer satisfaction

3 1 2

PC33. maintain close contact with customers and

focus groups 3 1 2

PC34. offer promotions to improve product

satisfaction level to the customers periodically 3 1 2

PC35. ensure parking of vehicles for customers

using value added services 3 1 2

PC36. ensure no parking of vehicles at QCP area 2 1 1

Total 100 40 60

Compulsory NOS


Assessment


Total

Marks Out Of

Theory

Skills Practical

HYC/N 3110

Manage Team

Effectively to

Achieve Desired

Results

PC1. motivate and encourage the team from

time to time

50

2 1 1

PC2. provide incentive to employees to

encourage them to work efficiently 3 1 2

PC3. boost morale of employees by rewarding

them for being punctual and well groomed 2 1 1

PC4 provide technical input and knowledge to

employees from time to time 3 1 2

PC5. ensure that the personnel reporting to him

are punctual, well-groomed, disciplined and

adhere to the guideline

3 1 2

PC6. ensure staff wears uniform with ID cards

daily 2 1 1

PC7. update daily the duty roster for allocation

of activity for manpower 2 1 1

61 | P a g e

Compulsory NOS


Assessment


Total

Marks Out Of

Theory

Skills Practical

PC8. ensure the team’s salary is made on time

as per the statutory payments 2 1 1

PC9. pass on work related information/

requirement clearly to the team members 3 1 2

PC10. conduct daily staff meeting to motivate

team to ensure that the team is pro-sales

5 2 3

PC11. ensure that all the personnel are equipped

to operate fire extinguishers 3 1 2

PC12. ensure that all the personnel are aware of

all the safety precautions to be taken at the Retail

Outlet

3 1 2

PC13. ensure all the personnel reporting to him

attend training programmes as and when they are

nominated

3 1 2

PC14. discuss with subordinates about

appropriate work technique and method 3 1 2

PC15. inform team members about any kind of deviations from work

2 1 1

PC16. ensure that none of the staff are indulging

in any type of malpractice 2 1 1

PC17. take actions against erring employee in

case of deviation from expected performance 3 1 2

PC18. understand and empathise with team members and resolve their issues

2 1 1

PC19. monitor overall performance of

subordinates to meet quality requirements set by

the concerned authority

2 1 1

Total 50 20 30

Compulsory NOS


Assessment


Total

Marks Out Of

Theory

Skills Practical

HYC/N 3111

Planning and

Organising

Work at the

Retail Outlet

PC1. plan activities to achieve targets set by

superiors

50

3 1 2

PC2. set targets for the team and ensure that

they achieve them 4 2 2

PC3. plan and organise activities as per schedule

and timelines 4 2 2

PC4 provide suggestion and advice to

subordinates to obtain desired outcome 2 1 1

62 | P a g e

Compulsory NOS


Assessment


Total

Marks Out Of

Theory

Skills Practical

PC5. plan housekeeping activities at the

beginning and end of work 2 1 1

PC6. make optimum utilisation of resources

effectively and efficiently 3 1 2

PC7. align work with reference to organisation’s

policies and procedures 3 1 2

PC8. prioritise work according to urgency and

importance 3 1 2

PC9. comply with important and confidential

information in accordance with the

organisation’s policies and procedures

3 1 2

PC10. inform and updating others with the

progress of your work 3 1 2

PC11. adapt work as per requirements 2 1 1

PC12. organise work and resources in

coordination with team members and superiors 3 2 1

PC13. complete work as per the schedule 3 1 2

PC14. list and arrange resources prior to commencement of work

3 1 2

PC15. allocate of manpower in an appropriate

manner 3 1 2

PC16. utilise of resources judiciously to minimise wastage

3 1 2

PC17. plan fuel filling time to avoid rush during

peak hours 3 1 2

Total 50 20 30

Documents

ontents · Qualification Pack for Retail Outlet Supervisor (Oil & Gas) 2 | P a g e Qualifications Pack Code HYC/Q 3102 Job Role Retail Outlet Supervisor (Oil & Gas)