Text 1 July, 2010 DCMS: Training Manual Consumer Management

14 May DCMS Web Application Consumer Management Training Manual

14 May Introduction DCMS is a system, demanded by HPCL management to remain leader in LPG business in India. This manual will help and provide guidelines to get the HPCL Employees acquainted to the Enrolment of HPCL Employees, Direct Customer Management and Corporate Customer Management.

14 May Purpose This deals with the enrollment procedure of the HPCL employees, management of direct and corporate customers. Intended Audience HPCL Employees

14 May Organization of the Manual Section/Chapter NameShort Description HPCL Employee EnrollmentIt includes enrollment of the employees of HPCL for new and additional cylinder connection. It also provides the details of the enrollment. Direct CustomerDirect Customers are enrolled directly at the DCMS Web Portal. After this, they can book orders with Distributors under whom they have been registered. New Connection ReleaseThis screen is used only for the Wait-list Type of Distributors. The consumers get their connection when HPCL release a certain number of New Connections to that distributor. Priority AllotmentThis is meant for the Wait-list type distributors. The HPCL employees can allot a connection to a wait- list consumer by this option. Block/Unblock Consumers HPCL Employees can Block/Unblock a Consumer on predetermined grounds using this screen. Search ComplaintThis screen is used by HPCL Employees to Search and View Complaints. Change Distributor ModeThis screen is used to change the distributor parameters and mode of the distributor.

14 May Enrollment of HPCL Employees This option is used to enroll employees of HPCL or other Oil Companies as consumers under HPCL. For serving the purpose, three screens have been provided which are as follows: New Connection Enrollment` Additional Connection Enrollment Search Enrollment

14 May New Connection Enrollment This screen, as the name suggests is used to enroll HPCL Employees for new connections.

14 May New Connection Enrollment (Contd) 1.Open the screen by clicking on New Connection Enrollment of HPCL Employee Enrollment under Consumer Management. 2.Select the Distributor through hierarchical search by selecting Zone, Region, Sales Area and Distributor. 3.On selecting the Distributor Name, the enrollment screen opens, as demonstrated in the following screen:

14 May New Connection for HPCL Employee Screen

14 May New Connection Enrollment (Contd) 4.Provide the Employee Contact Details, Contact Information and Verification Text as per requirement and click on Save button to save the enrollment. 5.After saving the enrollment, click on the Print Letter button to print the details.

14 May Additional Connection Enrollment This screen is used to enroll the existing HPCL Employees for additional cylinders.

14 May Additional Connection Enrollment (Contd) To enroll the consumer for additional connection: 1.Click on the Additional Connection Enrollment of HPCL Employee Enrollment. 2.Fetch the details of the employee using the Unique Consumer Id and Registration Reference Number. 3.Click on the Additional Cylinder Apply button to enroll for additional cylinder 4.Print the enrollment details by clicking on the Print Letter button. 5.The Consumer Details can also be edited or updated and saved from this screen by clicking on the Update button.

14 May Additional Connection for HPCL Employee Screen

14 May Search Enrollment This screen is used to Search Enrollments performed in the past.

14 May Search Enrollment (Contd) 1.On providing a valid Unique Consumer Id or Registration Reference Number or a combination of both and clicking on the Fetch button, the Consumer Details get displayed. 2.Some details of the consumer can also be updated in this screen if required and saved using the Update Details button.

14 May Search Registration Screen

14 May Direct Customer Direct Customers are enrolled directly at the DCMS Web Portal. After this, they can book orders with Distributors under whom they have been registered. It includes the following three screens: Create Direct Customer Release Cylinder Regulator Count for NDE. Release Cylinder Regulator Count for Without Deposit.

14 May Creating Direct Customer 1.Open the Define Direct Customer screen by clicking on the Create Direct Customer option in Consumer Management of the DCMS Web Home page. 2. Provide the Consumer Details, Cylinder Info. 3. Select the Distributor through the hierarchical search through Zone, Region, Sales Area and Distributor fields. 4. Click on Save button to save the enrollment. 5. You can clear the fields for another search by clicking on the Clear button. 6.You can search the details of registration by providing JDE Customer Code followed by a click on Fetch button. The details gets displayed in the same screen.

14 May Define Direct Customer Screen

14 May Release Cylinder Regulator Count for NDE This screen is used to fix the number of Cylinders and Regulators that are allowable to each of the Non-Domestic Exempted type of consumers. This number is case specific and is determined by an inspection of the requirements of the organization. As these figures are set by the HPCL Employees, they cannot be changed or overruled by the Distributors. Hence, a distributor cannot allot cylinders or regulators to these organizations more in number than the maximum count in the following screen:

14 May Release Cylinder and Regulator Count for NDE Screen

14 May Release Cylinder Regulator Count for NDE (Contd) To fix the max count for Cylinders or Regulators for a NDE consumer, do the following: 1.Select the Distributor using the hierarchical search using Zone, Region, Sales Area and Distributor fields. 2.Provide the Enrollment No. of the consumer and click Fetch. The Consumer Details gets displayed. 3.Fix the max count and provide Reasons and/or Remarks as required. 4.Click Save.

14 May Release Cylinder Regulator Count for Without Deposit This screen is used to fix the number of Cylinders and Regulators that are allowable to each of the Without Deposit type of consumers. This number is case specific and is determined by an inspection of the requirements of the organization. As these figures are set by the HPCL Employees, they cannot be changed or overruled by the Distributors. Hence, a distributor cannot allot cylinders or regulators to these organizations more in number than the maximum count. The function is same as the Release Cylinder Regulator Count for NDE as shown in the following screen:

14 May Release Cylinder and Regulator Count for Without Deposit Screen

14 May New Connection Release This screen is used only for the Wait-list Type of Distributors where Consumers do not get a connection as soon as they register (as is the case with Across Counter Type Distributors) but are pushed into queue of waiting consumers. The consumers get their connection when HPCL “releases” a certain number of New Connections to that distributor, which are automatically allotted to the consumers in the order of their Enrollment Date and Time.

14 May New Connection Release (Contd) To release a certain number of New Connections to a specific Distributor, do the following: Select the Distributor through a hierarchical search using the Zone, Region, Sales Area and Distributor fields. The screen displays Total Customers at Distributor (Count), Waiting List at Distributor (Count) and allows the user to enter the No. of Connections to Release. It must however be remembered that the number of connections to be released must be less than or equal to the number of connections in the wait list. Click on the Grant button to process the operation.

14 May New Connection Release Screen

14 May Priority Allotment This screen is also used only for the Wait-list Type of Distributors. Since in case of wait list Distributors, newly released connections get allotted in order of their Enrollment Date and Time, no priority based allotment is possible. In case of such needs, this Priority Allotment screen is used. To prioritize an allotment on a wait list, do the following: 1.Select the Distributor through a hierarchical search using the Zone, Region, Sales Area and Distributor fields. 2.Provide the Registration Number to be allotted with priority. 3.Provide Remarks, if any. 4.Click on the Allot button to save the operation.

14 May Priority Allotment Screen

14 May Block / Unblock Consumer This screen is used by HPCL Employees to Block/Unblock a Consumer on predetermined grounds. It must be kept in mind that a Distributor can also Block/Unblock a Consumer. But HPCL Employees are given superior rights. Thus, a Distributor cannot Unblock a Consumer Blocked by HPCL. To Block/Unblock a Consumer, do the following: 1.Provide the Unique Consumer Id and click Fetch button to get the Consumer Details. 2. Block/Unblock the Consumer as per requirement by selecting the Blocking / Unblocking Reason from the dropdown..

14 May Block / Unblock Consumer Screen

14 May Search Complaint This screen is used by HPCL Employees to Search and View Complaints. To search Complaints: 1.Provide any one of the following Search Criteria: Unique Consumer Id Complaint Ref No. Registration No. Complaint Category Distributor Code Complaint Type From Date and To Date Complaint Status 2.You may also select No in the Viewable to Distributor field to make the complaints invisible to the Distributor. Thus, you can view complaints lodged against Distributor from the Consumer Portal.

14 May Search Complaint screen

14 May Search Complaint (Contd) To process the complaint: 1.Click on the Modify button to view the details of the corresponding complaint in a View/Modify/Resolve Complaint screen. 2.In this screen, provide details of the resolution provided against the complaint in the Distributor Action. 3.You can also view the Current Status and Previous Status, Date of Change of the previous Status of the Complaint on this page. 4.Click on the Save button to save the operation. 5.Click on the Back button to go back to previous screen.

14 May Change Distributor Mode This screen is used to modify distributor mode and parameters :

14 May Change Distributor Mode (Contd) 1.The very first input is to select if the modification to be made is distributor specific or not. On selecting No, the user is shown and allowed to change parameters for all Distributors in general in the following screen:

14 May Change Distributor Mode (Contd) 2.Modify the fields as per requirement and click Update. 3.Select Yes against the option Distributor Specific Parameters to change the parameters of a specific Distributor. 4.Select the Distributor through hierarchical search using the Zone, Region, Sales Area and Distributor fields. 5. Modify the parameters and click Update button. You can also delete the parameters by clicking Delete button after selecting it.

14 May Change Distributor Mode (Distributor Specific) Screen

14 May Thank You