SP Agencies-Bangalore-66145-SA010

SUMMARY SHEET OF RETAIL OUTLET AUDIT R-3

REPORT NO.: KASO / BLR / 66145 / SAO10 XtraCare 1

NAME OF RETAIL OUTLET SP AGENCIES

LOCATION BANNERGHATTA POST PINCODE 560083

ADDRESS BANNERGHATTA POST BANGALORE

CERTIFICATION DATE 1-Apr-2010

DIVISIONAL OFFICE Bangalore STATE OFFICE Karnataka

SCHEDULE DATE 8-Dec-2012

AUDIT DATE 8-Dec-2012 SURVEILLANCE 10

REPORT DATE 9-Dec-2012

SCHEDULE/DATES OF PREVIOUS AUDIT

YEAR 2012-13

MAY JUN JUL AUG SEP OCT

SCHEDULE -- -- -- -- -- --

DT AUDITED -- -- -- -- -- --

NOV DEC JAN FEB MAR APR

SCHEDULE -- -- -- -- -- --

DT AUDITED -- -- -- -- -- --

YEAR 2011-12

MAY JUN JUL AUG SEP OCT

SCHEDULE -- -- -- -- -- --

DT AUDITED -- -- -- -- -- --

NOV DEC JAN FEB MAR APR

SCHEDULE -- -- -- -- -- --

DT AUDITED -- -- -- -- -- --

APR JUL OCT JANINDICES MAY AUG NOV FEB

Tick whichever applicable JUN SEP DEC MARYEAR 2011-12 2012-13 ### ###

IndianOil’s ‘Quality and Quantity’ Assurance Index 10.00 10.00

IndianOil Housekeeping Efficiency Index 8.69 8.69

IndianOil Dispensing Unit / RVI Preventive Maintenance Index 6.80 6.80

IndianOil Dispensing Unit / RVI Breakdown Maintenance Index 6.52 6.52

IndianOil Customer Service Index 7.56 7.56

Customer Satisfaction and Service Index 8.58 8.58

RESULT OF AUDIT CERTIFIED ALL

Certification Suspended from

Brief Reasons

Nil

ARUN KUMAR.D

Name of Field Officer:- SANTHOSH

ANMUL D.VERNEKAR

Breakdown maintenance record has to be updated regularly. Preventive maintenance record not updated in xtra care for RVI and DU.

Message on Q&Q Failure at RO on date of Audit communicated to

Observations made as a "Mystery Shopper"

No one worn shoes and caps at the time of audit. Post delivery confirmation not shown to customer. Most of the time fuel tank cap kept on the top of the vehicle. Customer service and housekeeping maintenance has to be improved. Fire extinguisher not kept near DU's. Pleasant greeting not shown to the customer.

General Observations and Remarks

3 canopy lights not working. Hoarding lights not provided. Complaint box was not locked and kept inside the sales building. Fire extinguisher has to be kept near island. L&T pump sl. 4594 HSD product has pipe line problem not in use. Tokheim pump MS nozzle not in use due to metering unit defect. XP and XM product dry at the time of audit. Present sales officers name and mobile no. has to be updated in customer rights board.

Name & Signature of Auditor

Name & Signature of State Coordinator

contract no. RS/TPC/BVIS/2010-13 file no. IND.M.9.10.079

Schedule 10

Quality and Quantity Assurance Index

Sr Initiative/Activity Action by Frequency

Gradation

Wts Score

1 Dealer A A 25 250

2 Dealer As and when required A A 25 250

3 Dealer Daily A A 25 250

Total 75 750

Quality and Quantity Assurance Index 10

Gradation A=10, B=8, C=6, D=4, E=2

RS/TPC/BVIS/2010-13 contract no. file no. IND.M.9.10.079

Records maintained

as per frequency of

activity (30%)

Actual on the date of inspection

(70%)

Maintenance of Daily sales Record, density register and Inspection reports of Field

officer, Vigilance, Civil supplies and Mobile Lab.

Daily for DSR/Density register and As and when required for inspection reports

Weights & measure seal in the Metering Uint of dispensing

Pump, Totaliser and calibration certificate of

Standard measures

Checking the Delivery of each dispensing Unit of it being

within allowable limits

If a certain activity is not performed due to facilities not been provided by corporation and is beyond control of dealer, the wts attributed to the same would be 0.

While grading, 30% weightage to be given for maintenance of records at the RO by the Dealer and 70% weightage for the impact of the activity evidenced visually, at the time of inspection.

Preventive Maintenance Schedule of Standard Retail Outlet Features

Sr Item Description Gradation

Wts Score

1

i) Main Signage (6.2/7.5 mts) Monthly D A 50 410

ii) Yard Light Poles H/Yrly D C 25 135

iii) Hoardings (If any) Qtrly D D 25 100

Total 100 645

6.45

* Either the Main Signage or the Scaled down version; ** Prior to monsoon

Gradation Value: A=10, B=8, C=6, D=4, E=2


Schedule 5

Frequency

Records Maintained (Y/N) (30%)

Performance/Impact of

Prev. Maint. (70%)

Cleaning of the following facilities at the Retail Outlets by means of suitable

cleansing aids using scaffolding, ladders, and vacuum cleaners. All

panels, sheets, fixtures, parts dismantled by the contractor for the purpose of cleaning would be refitted

after the work.

Preventive Maintenance Index- RO features

While grading 30% weightage to be given for record keeping at the RO by the Dealer and 70% weightage for the impact of the activity evidenced visually at the time of inspection.

If a certain activity were not performed as the facility was not provided due to corporation norms or site restrictions etc., the wts attributed to that activity would be 0. In such a case, the index would be a ratio of the

product of value of ratings to corresponding wts and the sum total of applicable wts.

Schedule 6

Preventive Maintenenace of Dispensing Units

Acivities to be performed on DUs once a month. Necessary rectification/ replacement is to be done wherever required during MONTHLY checks

Sub Assembly Components/ Parts Activity

Gradation

Wts Score

1.1

Pumping Unit

All Joints Check for Leakages

D A 30 246

1.2 Filter Unit Clean the Filter

1.3 Check for Allignment

1.4 Check for wear & tear

1.5 Check the Unit for any (a) Unusual Noise (b) Flow rate

2.1 Hose Visual Inspection for damages

D A 15 123

2.2 Nozzle switch Check allignment and proper operation

2.3 Nozzle

2.4 swivel

3.1

Metering Unit

Accuracy Check on 5 Liter can

D C 30 162

3.2 Repeatability Check 3 Measurements

3.3 Check accuracy in Slow and Fast deliveries

3.4 Seals Check all the seals

3.5 LinkageCheck Totaliser linkage

Check the linkage to Register

4.1

Totaliser

Note the readings

D A 5 414.2 Check the seals

4.3 Verify the readings with main register for 5 liters

5.1Hand Operation Clutch assembly

Proper Operation D A5 41

5.2 Lubrication D A6.1

General

Pump Lighting Check operation

D B 15 102

6.2 Lock Proper allignment

6.3 All interior General cleaning

6.4 All panels Proper allignment and Seating

6.5 Warning stickers Verify all the stickers

6.6 Gasket, Beading Check for proper seating, leakage

6.7 Glass panels cracks, Breakages

6.8 Check General Cleaning and Upkeep of DU

Total 100 715

Preventive Maintenance Index 7.15

* In case the DUs having non-oil mixing type the wts on this account to be added with metering unit weightage.



Sr No Records

updated (30%)

Maintenance done (70%)

Pulley/ Shaft connection

Internal gear/ Carbon blade

Nozzle and Hose

Check for dripping. Check for Auto cutoff operation

Check for leakage, and proper operation

While grading 30% weightage to be given for record keeping at the RO by the Dealer and 70% weightage for the impact of the activity evidenced visually, at the time of inspection. Agency may observe if the pump is in a proper working condition on the day of the visit besides inspecting the visual appearance of

the cover, lights, locks, indicators etc.

Breakdown Maintenance of Dispensing Units and RVI Features

Sr Gradation Wts Score

1 Dispensing Units 5/11/2012 5/11/2012 11/11/2012 D A 6 49.2

2 RVI D D 4 16

Total 10 65.2

Breakdown Maintenance Index 6.52



SCHEDULE 7

Item of RVI feature /Pump

requiring Maint/repairs

Nature of

defect

Date of B/D

Date advised

SO

Date rectifie

d

Speed of attendance

to complaint

(30%)

Quality of work at the time of insp. (70%)

MS nozzle not working

Breakdown maintenance of dispensing units to be done within 48 hrs of complaint being lodged, including replacement/ re-conditioning or repairs.

Breakdown Maintenance of RVI features to be attended and rectified within 3 weeks, including replacement and/or repairs.

While grading 30% weightage to be given for attending to the complaint at the RO within the specified time schedule and 70% weightage for the impact of the activity evidenced visually, at the

time of inspection.

Housekeeping Standards For Fueling and Non-fueling area at Retail Outlets

Activity

Gradation

Wts Score

Daily-2/3 Shifts A D 10 58

Daily A B 5 43

Clean Pump islands Daily A B 4 34.4

A A 4 40

Clean driveway Daily A B 8 68.8

Daily A A 4 40

Daily A A 4 40

Check daily A A

Check daily A A

Check monthly A A

Check and clean Toilets Daily A B 6 51.6

Daily A A

Water Cooler working Daily A A 8 80

Daily A A 8 80

Daily A C 4 28.8

Total 65 564.6

House keeping index 8.69



SCHEDULE 4

Frequency of check to be maintained by

Dealer

Inspect Records for Updation

(30%)

Observe Actual Preformance/

Impact of Acitivity on date of

Inspection (70%)

Clean/Complete Uniform for all pump Attendants with

Shoes and Cap

Dry wash of dispensing units (Cleanliness of DU)

Product display at Pump Island

Daily stock replenishment and

stacking

Emptying and Cleaning all service bins

Cleaning of Frontage of the Sales Building

Fire Sand buckets/ Fire Extinguisher

Dry sand present in sand buckets

Fire extinguisher powder is dry

Check Air compressor oil/working

Check Air Facility : Clean dial glass, hose, nipple, light

Check cleanliness of buffer strip

While grading 30% weightage to be given for record keeping at the RO by the Dealer and 70% weightage for the impact of the activity evidenced visually at the time of inspection.

If a certain activity were not being performed due to non-availability of certain facility which was to be provided, or could not be provided for various reasons etc,, the wts attributed to the activity would be 0. . In such a case, the index would be a

ratio of the product of value of ratings to corresponding wts and the sum total of applicable wts.

Customer Service Standards and IndexParameter Gradation Wts Score

D 20 80

A 10 100

C 20 120

A 10 100

C 5 30

A 5 50

B 5 40

C 5 30

A 5 50

A 5 50

E 5 10

n) Manpower available at the Air Tower C 10 60

o) Drinking/radiator water available to customers A 5 50

p) Correct rate is being charged on Fuels/Lubes A 5 50

A 10 100

b) Personnel are wearing proper footware E 5 10

E 5 10

A 10 100

A 10 100

A 5 50

C 5 30

A 5 50

A 5 50

B 5 40

Total 180 1360

Customer Service Index 7.5555555555556

A=10 (Always); B=8 (Mostly); C=6 (Sometimes); D=4 (Rarely); E=2 (Never)


SCHEDULE 12

1.Service Deliverya) Marshalling done to receive customer

b) Prompt approach of Pump attendant to parked vehicle

c) Appropriate pleasant greeting to customer

d) Approach to customer is correct (from right side for 4 wheelers) and request for Key

e) Order for tank full / Premium fuel is clearly taken from customer

f) '0' on Meter is indicated to customer before start of fuelling.

g) Handling of fuel tank cap is done properly

j) Post delivery meter confirmation to customer

k) Prompt handling of card/cash and handing over correct bill to customer

l) Verbal communication of handing over correct change to customer

m) Safe marshalling of customer from RO premises.

2. Groominga) Personnel in neat and clean uniforms, cap as per

IOC Specs

3. Dealer Commitment

a) Dealer is present at RO for day to day operations.

b) Dealer / Manager actively involved in forecourt management.

c) System for handling of customer grievance maintained

d) Complaint/suggestion book available on demand

e) Complaint/Suggestion box available at RO under lock and key of Field Officer

f) System for daily record of attendance, assignment of RO personnel to specific duties at shift change,

inspection of personal grooming followed.

4. Statutorya) Are the forecourt staff conscious of safety

procedures.b) Customer Rights board displayed

This audit process shall also be based on 'Mystery Shopper’ mode where the RO is approached with no advance notice. Observations on customer service delivery to be recorded in the first 5 - 10 minutes, making note of average cycle times for at least 3

deliveries so as to gauge promptness. Thereafter the pump attendants can be observed for their service delivery patterns.

Customer Satisfaction and Service Index (CUSSI)

Sr Program

1 4 5

2 2 2

3.1 1 0.5

3.2 1 0.5

4 2 2

Sr Activity Description Index (say) A:- 10

1 Q&Q Initiative 4 10.00 40 4.00

2 Housekeeping 2 8.69 17.37230769 1.74

3.1 1 6.80 6.8 0.68

3.2 1 6.52 6.52 0.65

4 Customer Service 2 7.56 15.11111111 1.51

10 85.8034188 8.58

CUSSI 8.580


Schedule 15

Customer Satisfaction and Service Index is a composite measure of successful operation and effectiveness of:

i. IndianOil’s ‘Quality and Quantity’ Assurance Initiative

ii. IndianOil Housekeeping Efficiency Program

iii. IndianOil Dispensing Unit Maintenance Program

iv. IndianOil Customer Service Proposition

1. Customer Satisfaction and Service Index (CUSSI) Index could factored between above parameters as follows on a 10 point scale.

Program Weight Factor

(XtraCare)

Program Weight

Factor (Non-XtraCare)

IndianOil’s ‘Quality and Quantity’ Assurance

Initiative

IndianOil Housekeeping Efficiency Program

IndianOil Dispensing Unit/ Vision 2000

Preventive Maintenance Program

IndianOil Dispensing Unit/ RVI Breakdown

Maintenance Program

IndianOil Customer Service Proposition

2. The overall index could be calculated on the basis of the individual indices arrived at for each of the parameter above and calculated as follows:

Prog.Wt. Factor

Index X Prog factor

( A )

Preventive MaintenanceBreakdown Maintenance

Total Program Weights

TANK TRUCK AUDIT REPORTSP AGENCIES

BANNERGHATTA POST Report No.:

BANNERGHATTA POST BANGALORE 8-Dec-12 KASO /BLR /66145/ SAO10

Description Yes No Remarks1. Appearance:

1.1 Tank Truck is clean & well painted1.2 If contractor truck, it is having a 6" goldenyellow band painted on both sides along the

length of the tank.1.3 IOC tanks are painted as per IOC norms.

2. Painting of Statutory Message:2.1 HAZCHEM diamond diagram (25cmx25cm)

with codes painted on the back and sides.2.2 Name & Tel nos. of emergency services

in case of fire is painted.2.3 Name & Tel nos. of consigner is painted2.4 "FLAMMABLE" is marked prominently.

3. Safety:3.1 Cabin & Tank is seperated by fire

Screen.3.2 Clear gap of 15 cm is maintaned between

Back of cabin & Tank.3.3 Exhaust is at the front and provided with

a Muffler and spark arrestor.3.4 Fuel tank behind the cabin is provided

with steel gaurds and with secure cap.3.5 Fuel tank is not adjacent to delivery line.

3.6 Air intake is provided with cleaner having spark arresting capabilities.

3.7 Electrical system is having dipole wiring.3.8 The generator, battery, switches and circuit breakers are housed in cabin with

master switch to cut off battery.3.9 Tank & chasis is having continuous

electrical bonding.3.10 10Kg DCP fire extinguisher is available in

the vehicle on non delivery side.3.11 1Kg CO2 is available in the cabin.

3.12 Each compartment is having a safety valve with fusible link.

3.13 Each compartment is having a PV valveand emergency fusible vent.

3.14 Upper end of fill pipe is having splashdeflector and perforations.

3.15 Dome cover of top manhole is havingriveted joints only.

Description Yes No3.16 Cover is firmly in contact with collar of

manhole eliminating any possibility of insertionof a flexible pipe for siphoning the product.3.17 Braided rubber hose is being used for

unloading of the product.3.18 Hand Break of tank truck is operational.

Name and Location of RO Audit:

Date of Audit:

3.19 Wheel Chocks is in use to prevent accedintal movement of the vehicle.

3.20 Provision for Special Locking arrangementthrough Security locks at the manifold and the manhole covers through master valve is

there.4. Statutory

4.1 RTO registration & Vehicle fitness certificate is available.

4.2 Road permit is available.4.3 Insurance Certificate is available.

4.4 Explosive License is available.4.5 One Driver and one helper are only member

of tank crew.4.6 Driver is in possession of valid driving

license for heavy vehicle with dangerous goods.4.7 Valid calibration certificate for tank truckissued by weight & measure department is

available.4.8 Training certificate for driver as per Central

Motor Vehicle rules 1989-TERM CARD isavailable.

ARUN KUMAR.D

Name of Auditor Signature of Auditor

RS/TPC/BVIS/2010-13 file no. IND.M.9.10.079contract

no.

TANK TRACK AUDIT DURING UNLOADINGSchedule 11

SP AGENCIESBANNERGHATTA POST Report No.:

BANNERGHATTA POST BANGALORE 8-Dec-12 KASO /BLR /66145/ SAO10Vehicle No.:

Description Yes No Remarks1. Tank Truck is parked in a horizontal suefacefor settling for about 10 mtrs.2. Ignition is off and dipole switch is put off3. Compartments and the bottom manifold andsafety valves are securely locked with temperproof security locks.4. Dip rod, Proof level and the product levelmarking with that mentioned in the valid calibration certificate available with tank truckdriver and a standard measuring tape.5. Dip rod is bearing seal and validity at the bottom, proof level and at the product level.6. Product loaded in the compartment with the challen.7. Seal numbers mentioned in the challenare matching with those on copartments.8. Dip of each compartment is as per challen.9. Any shortage (Record).10. Density of product supplied as per challen.11. During unloading any traffic in the vicinity?12. Fire safety buckets and fire extinguishersare in readiness before unloading.13. Proper bonding is there between tank truckand unloading pipe.14. Cam lock coupling is in use to connect theunderground tank-unloading pipe with the truckmanifold.15. Correct product is being unloaded in correct tank.

ARUN KUMAR.D

Name & Signature of Auditor Signature of State Head

RS/TPC/BVIS/2010-13 file no. IND.M.9.10.079

Name and Location of RO Audit: Date of Audit:

contract no.

SCHEDULE 14

Statutory Message to be displayed at the Retail Outlet

SP AGENCIES

Date of Audit: BANNERGHATTA POST Report No.:

8-Dec-12 BANNERGHATTA POST BANGALORE KASO /BLR /66145/ SAO10

Sr Description of Message Available(Y/N)

1Y

2Y

3 Availability of first Aid-Box Y

4 Avalability of Free AirN

5 Availability of Drinking Water Y

6 Availability of Radiator Water Y

7N

8Y

9N

10 Availability of Citizens Charter N

contract no. RS/TPC/BVIS/2010-13 IND.M.9.10.079 file no.

Name & Location of RO Audit:

Availabilty of calibrated 5 ltrs measure for checking the delivery

Avalability of Filter paper for checking the Quality of MS

Availability of Telephone facilities

Availabilty of Customer Complaint/Suggestions book

Name / telephone No of the Field Officer and Address of Divisional Office

FACILITY LAYOUT AUDIT REPORT

SP AGENCIES

Date of Audit: BANNERGHATTA POST Report No.:

8-Dec-12 BANNERGHATTA POST BANGALORE KASO /BLR /66145/ SAO10

Description Yes/No Remarks

Remarks:

ARUN KUMAR.D




1. CCOE approved drawing available

2. Actual site layout is as per CCOE approved layout (If no please comment in remarks

column)

3. Any additional tank & piping has been laid by the dealer within

RO or outside the RO. (If yes please comment whether IOC approval has been obtained)

REPORT ON FINDINGS ON EACH DISPENSING UNIT - NOZZLE (QUANTITY / QUALITY)

SR.NO. MAKE # PRODUCT TANK NO.

CHECKED FOR QUANTITY NO CHECKED FOR QUALITY / DENSITY YES

1 MID 07LC1675V HSD 872744 -20 820.0 26.00 827.7 827.0 1 0.723 L&T 2951 HSD 4963091 -10 820.0 26.00 827.7 826.3 2 1.4

4

5 L&T 4594 HSD 29875 267 L&T 2952 XTRAMILE 165300 189 OTH D415C314 MS 335681 0 737.0 27.00 743.7 743.1 1 0.6

10 MS 892936 0 111 MS 1503343 112 MS 944707 -10 11314 MID 07LC1928VXTRAPREMIUM 663991 11516171819202122232425262728293031323334353637383940

NOTES

* QUANTITY VARIATIONS TO BE GIVEN ONLY IN + / - xxx ( DO NOT WRITE 'ML' NEXT TO VARIATION VALUES )

DU SERIAL

NO.123456789

0

TOTALISER READING

QUANTITY VARIATION *

OBSERVED DENSITY

OBSERVED TEMP.

OBSERVED DENSITY @

15 DEG.

REFERENCE DENSITY @

15 DEG.

DENSITY VARIATION+ FOR EXCESS & -

FOR SHORT ( in ML )

5 Ltr Can W & M Stamping & Hydrometer , Thermometers Serial Numbers with Calibration Due date

HYDROMETER- 0.700-0.750-[434378] DUE DT-{10-7-2017}HYDROMETER- 0.800-0.850-[659006] DUE DT-{10-7-2017}

THERMOMETER-[JRM1204+0] DUE DT-{10-7-2017}5 ltr can DUE DT-{26-6-2013}

F22

ioclro: COMPLAIN NO. 783

MAKE L & T MIDCO NUOVO-PIGNONESCHLUMBERGER TATSUNO AVERY

OTHERS

# ABBREVIATION L&T MID NPO SBG TAT AVR OTH


DETAILED COMMENTS ON EACH AUDIT PARAMETER BY AUDITOR

Quality and Quantity Assurance Index

1

2

3

Preventive Maintenance Schedule of Standard Retail Outlet Features

1 Preventive maintenance record not updated for RVI.

2 Preventive maintenance record not updated for RVI. 3 yard light not working.

3 Preventive maintenance record not updated for RVI. Hoarding lights not provided.

Preventive Maintenenace of Dispensing Units

1 Preventive maintenance record not updated for DU.

2

3

4

5


7

8

9

10 Preventive maintenance record not updated for DU. Tokheim pump MS nozzle not in use due to metering unit defect.

11

12

13

14


16


18

19 Preventive maintenance record not updated for DU. L&T pump sl. 4594 HSD product has pipe line problem not in use.

20

21

22

23

24

25

26

Breakdown Maintenance of Dispensing Units and RVI Features

1 Speed of attendance to the complaint was too late.

2 Breakdown maintenance record not updated for RVI.

Housekeeping Standards For Fueling and Non-fueling area at Retail Outlets

1 No one worn shoes at the time of audit.

2 Most of the time dry wash of dispensing unit done.

3 Island was damaged.

4

5 Driveway was uneven.

6

7

8

9

10

11 Most of the time toilet was maintained clean.

12

13

14

15 Buffer strip has to be maintained clean.

Customer Service Standards and Index

A)

1 Marshalling rarely done.

2

3 Pleasant greeting some times shown.

4

5 Order for full tank some time shown.

6

7 Fuel tank cap kept on the top of the vehicle.

8 Post delivery confirmation some times shown.

9

10

11 Safe marshalling never done.

12 Some times man power not available near air tower.

13

14

B)

15

16 No one worn shoes at the time of mystery shopper.

C)

17 No evidence for dealers present for day to day operation.

18

19

20

21 Suggestion box not locked.

D)

22

23 Present sales officers name and mobile has to be updated in customer rights board.


Non-XtraCare ROXTRACARE SIGNAGE / BANNERS AUDIT REPORT

SP AGENCIES

Date of Audit: Report No.: BANNERGHATTA POST

8-Dec-12 KASO /BLR /66145/ SAO10 BANNERGHATTA POST BANGALORE

Description Yes / No Remarks

Yes Hoardin lights not provided.

SPECIFICATION: Will be provided by State Office1.Retail Outlet Hoarding (running perpendicular to the road ) will bear a declaration message.

4. If MPDs are available in a RO, signage is to be fixed on to top portion.

ARUN KUMAR.D SRIDHAR ANMUL D.VERNEKAR




1. XTRACARE banners / signages as per specification.

2.The in-pump hoarding positioned parallel to the road so that, when the customer drives into the pump, he faces it.

3.The vertical banners which will have to be draped on the pillars in the forecourt will bear the specific value-added services available in that specific RO.

Note: (All deviations to be reported, Retail Outlet Hoarding / in-pump hoarding / vertical banners not present / defective / torn / displaced, etc / not visible since obscured behind mesh / bars / trees.etc)

Signature and Rubber Seal of RO / Dealer

Schedule 16gXtraCareNon-XtraCare

ATTENDANCE SHEET

SURVEILLANCE AUDIT OF IOCL RETAIL OUTLETDetails of Retail Outlet

Name of Retail Outlet SP AGENCIESAddress of RO

BANNERGHATTA POST BANGALORE

Location of Retail Outlet BANNERGHATTA POSTDivisional Office BangaloreState KarnatakaPincode 560083

Telephone No., Fax No. & Email AddressTel. No. 80 2728557Fax No.Email

RO Manager's/ Dealer's Name SUBRAMANYA

Products Handled No. of DU's

Diesel 3 3 126KLPetrol 1 4 30KLXtra Mile 1 1Xtra Premium 1 1

PARAMETERS AUDITED BY AUDITORIOCL's Q&Q Index YESIOCL's Housekeeping Index YESIOCL's Preventive Maintenance Inde YESIOCL's Breakdown Maintenance Ind YESIOCL's Customer Service Index YESCurrent Audit Details

Audit Started : Date & Time

Date 8-Dec-12Time In 9:45

Time Out 11:00Audit Tim 1:15

Travel Time & Distance from BV Offi

MAJOR DEVIATIONS

ARUN KUMAR.D

SRIDHAR

No. of Nozzles

Throughput per month

No one worn shoes and caps at the time of audit. Post delivery confirmation not shown to customer. Most of the time fuel tank cap kept on the top of the vehicle. Customer service and housekeeping maintenance has to be improved. Fire extinguisher not kept near DU's. Pleasant greeting not shown to the customer. 3 canopy lights not working. Hoarding lights not provided. Complaint box was not locked and kept inside the sales building. Fire extinguisher has to be kept near island. L&T pump sl. 4594 HSD product has pipe line problem not in use. Tokheim pump MS nozzle not in use due to metering unit defect. XP and XM product dry at the time of audit. Present sales officers name and mobile no. has to be updated in customer rights board. Breakdown maintenance record has to be updated regularly. Preventive maintenance record not updated in xtra care for RVI and DU.

Name & Signature of Auditor - M/s Bureau Veritas

Name & Signature of Dealer with Round Seal

F10

smulay: STD CODE

F11

smulay: STD CODE

F27

smulay: Insert Time as hh:mm in 24 hour format

F28

smulay: Insert Time as hh:mm in 24 hour format

ARUN KUMAR.D

SRIDHARName & Signature of Auditor - M/s Bureau Veritas

Name & Signature of Dealer with Round Seal

Documents

SP Agencies-Bangalore-66145-SA010