A Survey Report on the HSE of the PSO Retail Outlets Final FAU

8/2/2019 A Survey Report on the HSE of the PSO Retail Outlets Final FAU

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Research Report(Retail Training & HSE Compliance)

Report By:

Agha Salahuddin

Arhum Ghous

Farrukh Shaikh

Maria Rasheed

Qurat-ul-ain

Umer Yousuf


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Survey of selected PSO Retail outlets to

assess and analyze housekeeping, HSE &

customer services standards


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Table of Contents

Topic Page no.

1. Acknowledgement 4

2. Executive Summary 5

3. Introduction 6

4. Objective 7

5. Methodology 7

6. Time frame 7

7. Sample Size 8

8. Survey details 9

9. Benefits of survey 10

10. Results 21

11. Recommendations 27


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Acknowledgement

We are very thankful to God, who gave us strength to gain knowledge and hence

complete this report within time. Without His support, we would never have been able

to complete it.

We would also like to thank Sir Vaqar Khan, the GM of the Human Resources and

Training & Org.Department of Pakistan State Oil, the largest Oil Marketing company

of Pakistan, for his support throughout our period of 6 weeks and encouragement to

work hard and gain as much knowledge as possible from his talent and experience.

May God bless him and provide us with more opportunities to work under his

supervision and guidance!

We would also like to thank all the employees of the PSO house and staff at the retail

outlets for supporting us at their best and showing co-operation throughout our

internship period, which has finally proved the fact in our hearts that employees at PSO

work and contribute together, like a Family!

Special appreciation to Ms. Rubina Jan, Sir. Ehsanullah Sheikh and Ms. Asma khan for

providing us their support and encouragement at their best, who were actually there

throughout the complete period, to guide us about the survey till the completion of our

project.

Last but not the least, special thanks to our team members who consistently

coordinated with each other and completed this report on time. We enjoyed a lot, we

had a lot fun and jokes, we made good friends and learned a lot of work at profession

and led this experience towards the best achievement altogether, however, this

internship period taught us, how to work efficiently and effectively in a team to achieve

our goals.


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Executive Summary

PSO is the largest Oil marketing company in Pakistan, which puts special emphasis on

the satisfaction and long term profitable relationships with its customers. This primary

responsibility is handled by Retail department by maintaining the retail outlets. The

retail outlets are the most important place to interact with customers and provide them

company products with best possible services. A well maintained outlet not only gives

a good impression of the company but it is a sense of pride and prestige for the dealer.

The impression and the services that customer take away are the deciding factors for

future retention of that customer.

However, we as interns at PSO have conducted a survey on 24 NVROs sites of PSO to

find existing practices with respect to housekeeping, HSE & customer services

standards and access, analyze and give recommendations for improvement. The results

of the survey will help to identify weak areas regarding cleanliness, housekeeping on

our outlets including the customer services and will help to improve them by

benchmarking the competitors outlets. It will be helpful in standardizing the services

on PSOs outlets and will eventually affect the sales.


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INTRODUCTION:

The retail outlets are the most important place to interact with customers and provide

them company products with best possible services. The retail outlets are the primary

location where we can leave a favorable long lasting impression on the customers

minds. In order to gain the attention and loyalty of the customer, the outlet should be

maintained in best possible way. The overall outlook of the retail outlet is very

important as we know that the first impression is the last impression. A well

maintained outlet not only gives a good impression of the company but it is a sense of

pride and prestige for the dealer. The impression and the services that customer take

away are the deciding factors for future retention of that customer. Major areas of

concern to ensure first class customer services are the general attitude and services

rendered to customers, cleanliness and housekeeping which should be randomly

compared to competitors sites.

By maintaining proper cleanliness the life span of equipment increases, maintenance

cost of equipment decreases and risk of the accidents also decreases. It will help to

identify the root causes of cleanliness issues and the attitude and approach of dealers

with respective to their outlets.


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Objectives:

The objective of this survey is to find out existing practices on PSOs with respect to

housekeeping, HSE, & customer services standards and access, analyze and give

recommendations for improvement.

Methodology:

The survey conducted through observation & interview based questionnaire.

Considering the purpose of the survey, few selected PSOs sites in each of Karachi

Division wereselected based on their prime locations, performance and general outlook

with a total sample size of 24 sites. We used convenient sampling method in our survey

Time Frame:

The total time taken to conduct this research was 4 weeks. 7 working days were

utilized to visit 24 outlets of Karachi remaining days were utilized in completing the

whole report.

Benefits Of The Survey

The results of the survey will help to identify weak areas regarding cleanliness and housekeeping on

our outlets and will help to improve them by benchmarking the competitors outlets. It will be helpful

in standardizing the services on outlets and will eventually affect the sales. By maintaining proper

cleanliness the life span of equipment increases, maintenance cost of equipment decreases and risk of

the accidents also decreases.


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1.4 SAMPLE SIZE

We have conducted survey in 24 NVROs in Karachi Division. Out of which 6 were

COCO sites while rest 18 were Dealers sites we selected each outlet from different

areas (A01, A02, A03, A04. Below is the list of outlet where we conducted our survey.

COCO PSO 23 MG

Motors

Bhittai Ittehad AB Ghazi Ideal

Karsaz

A01 Gasoline

Inn

Ovaise

National

Sterling

Ser

Station

Qurban

Service

A02 Chowrangi

Service

Razi

Service

Super

Service

Crystal

F/S

A03 Alpha

PET

Sadiq

Gasoline

Al Hamd Fancy Chand

Super

A04 Noor Pet Chashma

Service

Shaheen

Service

Roshan Standard


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Survey Details

Our survey is conducted in 24 NVROs of Karachi; we have covered several areas of

the retail outlet with respect to its HSE, customer service standard and housekeeping of

the particular retail outlet. The purpose and details are described below

Outlet:

We considered more on overall look of the outlet and its cleanliness, Further we have

also focused on convenience factorwhether in IN and OUTout signs are followed in on

the outlet. The main personnel responsible for outlet cleaniliness and minatainece etc.

Forecourt.

The survey is basically conducted in order to check the overall maintenance of

forecourt area such as DU, availability of attendant in helping out customer and greet

them, overall cleanness of the forecourt area.

Non Fuel Retail & facilities (tyre shop/oil changing/carwash).

In this area we focused on availability of facilities were suppose to check whether other

facilities (such as oil changing car wash and tyre changing services are provided are

not, and if provided and then whether customer are satisfied are not and whether they

put that area clean. Moreover we have also considered that ATM services are provided

and if provided then is it 24/7 available in outlet.

Convenience Store (the shop Stop)

We had checked the quality of the product and their expiry. Moreover we had alsoconsidered whether they have provided bakery stuff as well. In this area we have also

checked whether they do provide lighter/matchbox etc.

Washroom:


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We checked whether condition of the washroom and besides few basic thing such as

towel, soap etc is available in it or not, and whether they keep washroom clean, and if

they clean then how often, we also considered whether customers is allowed to use

outlet washroom or not.

Safety Warden:

Safety warden concept is yet only introduced in on COCO Sites, in order to implement

this concept on the dealers side we just wanted to check whether to have a safety

warden is worthy; in our survey we asked comment of the manager regarding it. We

have also checked is safety warden doing his job correctly.

Customer Services:

The survey which is conducted through in-depth interview in order to take feedback of

customer about the services offered at PSO retail outlet and do they satisfy with the

services of the PSO, We interviewd customers also asked them about about the

behavior of attendant on forecourt, at services areaswith the customers do if they really

greet and help them out and are they satisfy with the current services provided at PSO

Petrol StationPSO retail Outlets


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DATA ANALYSIS

1) Who is mainly responsible to look after cleanliness and housekeeping every day?

From the Survey of 24 Retail Outlets, Outlet manager is responsible in almost of the retail outlet,while there were only 1 outlet where they hired a trainee supervisor and in remaining 4 outlets

there was dealer or owner itself managing all these issues i.e. Housekeeping and cleanliness.

As a result the dealer or owner manage is mainly responsible for the cleaning and cleanliness ofthe Outlet.

19

1

4

0

2

4

6

8

10

12

14

16

18

20

a. Outlet Manager b. Trainee Supervisor c. Other: ______________

N

o

.

Of

O

u

t

l

e

t

s


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2) How frequently is the thorough cleaning of the outlet held?

While conducting our survey we found out almost 13 outlet use to have thorough cleaning oncein a month, five once in a quarter while only two outlet use to have this practice semi-annually

Due to this the outlet overall look was not up to mark. Which do not give a good impression toCustomers.

13

5

2

0

2

4

6

8

10

12

14

a. Once a month b. Once a quarter c. Once in six months

N

o

.

o

f

O

u

t

le

t

s


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4) How many times during the day is the outlet cleaned?

Daily cleaning include regular cleaning of fore court, overall outlet, car washing area, carwashing area and washrooms. During our survey, 17 outlet use to clean it twice a day, while eight

outlet use to have cleaning whenever it is required, rest only two outlet were there who use to

clean it once in a day

Due to which their outlet and washrooms were not as clean as it should be. And therefore wasnot giving good impression of it.

4) How frequently Emergency Drills are conducted at your station?

2

17

8

0

2

4

6

8

10

12

14

16

18

a. once b. twice c. whenever required

N

o

.

o

f

O

ut

l

e

t

s

4

13

8

0

2

4

6

8

10

12

14

a. Quarterly b. Semi-Annually c. Never

N

o

.

o

f

O

u

t

l

e

t

s


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The results that we got form our survey were , in 13 outlet it is conducted semi-annually, in 4outlet conducted quarterly while there were only 8 outlets where they have never conducted any

emergency drill.

Emergency drill should be conducted according to HSE in the Outlet, from the result it showsthat there were almost no Emergency drills conducted, and in any emergency situation it will

bring a negative impact.

5) What measures have been taken for security purposes during routine operations?

We found out only there were 7 outlet who use CCTV camera as a security measure and securityguards both for the purpose of security while majority of the outlet use only security guards.

As Retail outlet are more prone to danger so Outlets should use CCTV camera and othermeasures as well considering the situation of the Pakistan

10) How the new attendants trained about fueling process and serving customers at retail outlet?

7

4

21

0

5

10

15

20

25

a. CCTV Camera b. Barriers c. Posting Security

Guards (Trained/Un-

Trained)

d. None of them

N

o

.

o

f

O

u

t

le

t

s


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Mostly New Attendant learns through basic instructions and self-observation. During our entire survey we found out that the way they train attendent is not up to the mark , we

found out usually outlet train their employees by giving instruction due to which we observed

employees are not well trained. There should be proper training session given to them in order to

be more effective.

12) Have there been any fire drills held on retail outlet?

According to the Survey, there are only 11 Outlets where fire drills are conducted once and othersnever had any fire drills.

According to HSE compliance fire drills should be conducted to know the proactive method

4

1315

0

2

4

6

8

10

12

14

16

a. Through training Sessions b. Self-Observation learning c. Basic instructions given

once

N

o

.

o

f

O

u

t

l

e

t

s

11

0 0

13

0

2

4

6

8

10

12

14

a. Once b. Twice c. Maybe d. Never

N

o

.

o

f

O

u

t

l

e

t

s


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14) How often is the preventive maintenance of DUs done?

Dispensing Unit Maintenance is made monthly on once in a month in only 1 outlet , quarterlyit is made in 2 outlets and in 19 outlets whenever it is required.

This result shows that there is no Preventive maintenance done which could be very harmful infuture.

27) Do you have 24/7 ATM and Cards (Corporate, Fleet & Loyalty) Service Available?

According to our survey, about 8 outlets always offer card facility, 6 outlets offer it sometimes,on 5 outlet it is available on request and 6 outlets do not have this facility.

During our survey we also observed that attendent over their do not even know about theseservices which gives wrong impression about people working there. They should be given proper

01

2

19

0

5

10

15

20

a. In a week b. In a month c. In a Quarter d. Whenever DU is

non-functioning

N

o

.

o

f

O

u

t

l

e

t

s

8

6

5

6

0

1

2

3

4

5

6

7

8

9

a. Always b. Sometimes c. On Request d. Never

N

o

.

O

f

O

u

t

l

e

t

s


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information about the card service. Attendant should be given manual about the services that is

offered so that whenever a customer asks they should know about it.

.

35) How many washroom facilities are available on the outlet?

From the survey, 17 outlets have two washrooms in an outlet and 6 outlet have 3 washroom in theoutlet

As a result, the mostly Outlet staff washrooms are in poor condition and gives directly attitudetowards customers

38) Is it allowed for Outsiders to use the outlet washroom?

17

6

0

2

4

6

8

10

12

14

16

18

a. 1 for office block & 1 for outlet staff b. 1 for office block & 2 for outlet staff

N

o

.

o

f

O

u

t

l

e

ts

16

7

0

5

10

15

20

a. Yes b. No

No

.

o

f

O

u

t

l

e

t

s

1.12.Washroom for Outsider


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As per our survey, in 16 outlets there is separate washroom are available for outsiders whereas 7outlets of do not allow the outsiders to use the washroom.

Customers facility is very important and proper emphasis on washroom should be done


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Customer Service

43) What is the first impression while entering the outlet?

We took feedback from customer at different outlet, we came to know that 20 outlets are clean,convenient to the customer, while on the contrary 4 Outlets are inconvenient.

As a result according to customers, PSO Outlets are clean.

44) Is there any attendant to greet the customers, guiding the vehicles at the entrance and

exit and courteous to the customers?

20

4

0

5

10

15

20

25

a. Clean, facilities & convenience b. Unkempt, no facilities & inconvenience

N

o

.

o

f

O

u

t

l

et

s


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We were also concerned about whether the attendent available at the outlet do really greetcustomer as they arrive, the result that we found after taking feedback from customer , 9 Outlet

customer said they do really greet them when they arrive while rest doesnt

PSO should improve their service on this, as it greeting with customers is really important45) Is the attendant guiding the customer to check DU reading while fueling the vehicle?

When asked about whether attendent at the retail outlet really guide them to check dispensing unitreading while fueling the vehicle 9 of the respondent said yes while 11 said NO.

Training should be given to attendant so that they emphasis customer to check DU reading.

9

14

0

2

4

6

8

10

12

14

16

a. Yes b. No

N

o

.

o

f

O

u

t

l

e

t

s

9

11

0

2

4

6

8

10

12

a. Yes b. No

N

o

.

o

f

O

ut

l

e

t

s


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46) How are the services at tyre service area and car washing area?

We asked customer about the services such car washing and oil changing , at 15 outlets thecustomer were happy and said their staff is courteous and work is done in a organized manner andwere loyal to them, while at 9 outlets customers were not very satisfied with the service calling

them as unfriendly and and disorganized.

So PSO should improve on the Service at car washing and oil changing area otherwise this iseffect the brand loyalty.

15

9

0

2

4

6

8

10

12

14

16

a. Courteous & well organized b. Unfriendly and disoriented

N

o

.

O

f

O

u

t

l

e

t

s


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Observation

Are Lubricants available on Lube racks on the pump island?

In this portion we observed whether lubricant are available on lube rack on the pump island or not.

We found out that out of 24 outlet there were only 11 outlet where we found lubricant on the lube rack

while 8 were those where there were rack but no lubricant besides rest 6 were those where there were no

racks present

Availability of lubricant on the lube rack can help increase sell of lubricants as it will be in sight of

customer and can remind customer that they need to change oil. It should be placed in a way that it will be

visible to customer.

The reason why these outlet do not had lubricants on the lube rack is just was the lack of management

control.

0

2

4

6

8

10

12

a. Yes b. No c. No racks present on

pump island

noo

fo

utlet

Axis Title

Chart Title

Series1


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Considering safety precautions in mind we observed customers arriving are passing from the road use seat

belt are not besides we also asked them about whether they wear seat belt while driving.

Majority respondent do not wear seat belt , which is actually not right.

The reason why customer do not wear seat belt its just they are not aware of the harmful effects of it.

0

2

4

6

8

10

12

14

a. Sometimes b. Rarely c. Never

noo

foutlet

Axis Title

Do you wear SEAT BELT while driving?

a. Yes

60%

b. No

40%

Chart Title


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In this question we interviewed customers about whether they use cellphone while driving, majority

respondent which is around 60% said yes while only 40% said no

The reason is again same they are not aware of the harmful effect of doing this.

According to the OGRA , one is suppose to do inspection of CNG cylinder in every five year we asked

customer regarding whether to follow this regulation

Out of the responses we came to know that 58% of the respondent do inspection while rest 42% either

were not aware of it or , they do not want to do it because of the cost associated with it and time it take.

Customer feel inconvenience doing all this therefore they avoid doing inspection of the CNG cylinder

58%

42%

Have you taken CNG cylinder for inspection?

a. Yes b. No


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In order to observe whether the prices at the car washing area is economical to customer we asked about

the prices From the response we got to know that majority almost 60% of the outlets charge economical

prices while 15% of the outlet are costly , although rest 25% of the outlets car washing services was

inconvenient to customer.

The reason why it is inconvienient is the location or space available is not adequate.

60%25%

15%

How are the services at the car washing area?

a. Economical b. Inconvenient c. Costly

27%

73%

How often the staff wears proper uniform

including shoes at Car Wash, Oil change, Tyre

change Area and forecourt Area?

a. Yes b. No


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Proper uniform and shoes are the, for the safety purpose as well as , for giving a good impression to

customers as well.

From our observation, we realized almost 73% of the attendant in car washing area , tyre changing were

not well dressed, some of them were not even wearing uniform , and rest had uniform but no shoes.

Which is major concern as it gives positive impression to your customer if you are dressed up well

Only attendant in forcourt area were dressed up appropriately.

Visibility of signs such as in and out signs , emergency shutdown ,warning signs etc, is essential in order

to guide customer in a daily course and in emergency circumstances ,

During our entire research we found out that 59% of the outlet of PSO had their sign visible and properly

displayed while 41% outlets do not had proper sign visibility

The reason was because they do not felt it important to keep sign visible.

41%

59%

1.23. Visibility of Signs

a. Yes b. No


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First aid box should be kept in the retail outlet as they are prone to certain injury and emergency ,

During our survey we observed that 75% of the outlet does had first aid box while rest 25% of the outlet

do not had.

The rest why it was so, because they do not thing its important are just lethargic to get these things done.

We do checked their fire extinguisher expiry and their pressure indicator , and we came to the conclusion

that almost 62% of outlet had proper pressure not expired fire extinguisher , 38% of the outlet either had

expire or with no proper pressure fire extinguisher.

75%

25%

1.24. Availability of First-Aid Box

a. Yes b. No

62%

38%

Check the Fire Extinguishers Expiry validity &Pressure?

a. Mostly with Validity & proper pressure b. Few with validity & proper pressure


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If there were safety warden available at the dealers site then this thing would never had happen at dealers

site as well.

This was the common problem that we observed during our entire survey .

Washroom were not fully equipped and was neither clean as per standard. office block washroom was

somehow better as supplies like soap was there but there were no tap water available

21%

0%

79%

What are the supplies available in

washrooms?

a. Soap b. Towel c. Nothing


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Conclusion:

After analyzing the data gathered from different outlet through in depth interview we

came to the conclusion that out of the all of the outlet that we visited both Dealers and

COCO sites we found some of the sites were well maintained such as COCO sites

while others Dealers were not fully maintained as it should be, some of the things that

we observed are the following.

Overall outlets were giving a good impression, but staff had limited knowledge

regarding HSE issues and this requires training. Employees were not properly dressed

and was not giving an impression of wearing neat and clean uniform, or wearing shoesetc especially the attendant at car wash and oil changing area were not in a presentable

foam.

In some outlet we observed there was no emergency shutdown button and not really

had security measure installed well and even dealers or manager over there were not

aware of this emergency button. Moreover there was no SHOP STOP facility and other

services such as Tyre and oil changing etc. it is a serious concern for PSO. We also

observed customers using cell phone while fueling and attendant are least concernabout it. Other than that attendant do not hold nozzels while fueling which can be

harmful both to the customer and to the outlet.


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Recommendation

Adequate lighting over canopies. There should be a efficient service by staff. There should be a visible of lube rack. Staff should strictly follow the wow service. There should be proper training channel for newly hired attendance. Attendants should wear neat and clean uniforms. Proper spreading of symbols like washroom IN & OUT sign, office block,

shutdown button etc.

Staff at retail outlets should encourage customers to wear seat belts while driving. The verification of each liter in the DU, should be checked for the legal record. Provide trainings and proper accountability to the staff as well for further learning

and implementation of rules and laws to maintain a long term legislature and

profitability.

Equipments such as towels, soaps, water and, synergize should be available inwashrooms at all retail outlets to represent a good image.

PSO needs to inspect the fuel quantity issue (customer feedback about quantity) onregular basis; the supply of fuel should be well defined for all retail outlets.

Fire drill should be conducted thrice in a year in order to avoid inconvenience at thetime of emergency.

Only Outlet Manager should not be responsible for all the stuff, there should be aperson who should be responsible for housekeeping and cleanliness in order to

make things done properly

Keeping in view current situation of country, CCTV camera should be installedalong with the guards in the outlet for the purpose of security.

The campaign should be conducted in order to create awareness about the harmfuleffects of using cell phone at the forecourt as well.


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After observing usefulness of safety warden at COCO plants , it is recommended ifsafety warden should be allotted at dealers site also in order to manage safety

issues properly.

PSO should notice dealers regarding salaries and compensation of attendentworking there in order to motivate them to build better relationship with customer.

PSO Should provide a manual as well as training regarding card service to theirretail staff in order to help customers avail fuel products easily and systematically.

A brief introduction should be given to customers regarding fleet, corporate and

commercial cards.


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APPENDIX:

Outlet Name: _____________ Area: ____________ Date: ______________

Outlet1) Who is mainly responsible to look after cleanliness and housekeeping every day?

a. Outlet Managerb. Trainee Supervisorc. Other: ______________

Remark: ___________________________________________________________

2) Is there any practice of keeping a particular day aside only for thorough cleaning of outlet?a. Yesb. No

Remark: ___________________________________________________________

If answer to Q2 is yes, then fill Q3

3) How frequently is the thorough cleaning of the outlet held?a. Once a monthb. Once a quarterc. Once in six months

Remark: ___________________________________________________________

4) How many times during the day is the outlet cleaned?a. onceb. twicec. whenever required

Remark: ___________________________________________________________

5) How frequently Emergency Drills are conducted at your station?a. Quarterlyb. Semi-Annuallyc. Never


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6) Are the IN And OUT Signs being followed at the Outlet?a. Yesb. Noc. Never

7) Is there enough space for the customer to park their vehicle to avail the facility like (Shop Stop)?a. Yesb. No

Remarks:______________________________________________________

If No to Q7, then what steps do you take to avoid inconvenience?

Remarks: ______________________________________________________________

8) Does customer face any inconvenience during the decanting process?a. Usuallyb. Rarelyc. Neverd. If Yes to Q8, then what steps do you take to avoid inconvenience?

Remarks: ______________________________________________________________

9) What measures have been taken for security purposes during routine operations?a. CCTV Camerab. Barriersc. Posting Security Guards (Trained/Un-Trained)d. None of them

10)How the new attendants trained about fueling process and serving customers at retail outlet?a. Through training Sessionsb. Self-Observation learningc. Basic instructions given onced. No existing process


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11)Are there any existing plans to handle any emergency situations at the retail outlet?a. Yesb. Noc. Maybe

12)Have there been any fire drills held on retail outlet?a. Onceb. Twicec. Maybed. Never

13)Is there availability of Portable Water facility at the Retail outlet?a. Yesb. No

Reason: _____________________________________________

Forecourt

14)How often is the preventive maintenance of DUs done?a. In a weekb. In a monthc. In a Quarterd. Whenever DU is non-functioninge. If no, then Remarks:____________________________________________________

15)Is there an availability of the attendant to control vehicle movement?a. During peak hoursb. 12 hoursc. Both a & bd.

If not, Reason __________________________________________________________

16)How often do you remind customers to follow the Warning signs (No- smoking, Switch offengine & Switch off mobile)?

a. Alwaysb. Sometimesc. Never, Reason ___________________________________________________________


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17)If Customer Violates, then what steps do you take______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

18)Is there always an availability of attendant to clean the wind screen of automobile?a. On Requestb. Alwaysc. Some Vehicled. Never, Reason ___________________________________________________________

19)How the forecourt area is kept clean?a. Sweeping with broomb. Mopping with a wet clothc. Scrubbing with a brushd. other_______

Remark: ___________________________________________________________

20)How many times during the day the forecourt area is cleaned?a. Onceb. Twicec. Whenever required

Remark: ___________________________________________________________

Non Fuel Retail & Facilities (Tyre / oil changing / car washing)

21)How the tyre service area is kept clean?a. Sweeping with broomb. Mopping with a wet clothc. other_______

Remark: ___________________________________________________________

22)How many times during the day the tyre service area is cleaned?a. onceb. twice


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c. Whenever requiredRemark: ___________________________________________________________

23)How the oil changing area is kept clean?a. Sweeping with broomb. Mopping with a wet clothc. other_______

Remark: ___________________________________________________________

24)What are the methods used for discarding the used oil from vehicles?a. Into sewerage lineb. Collected somewhere & soldc. other_______

Remark: ___________________________________________________________

25)How the car washing area is kept clean? How is it cleaned?a. Sweeping with broomb. Mopping with a wet clothc. washing______

Remark: ___________________________________________________________

26)How many times the car washing area is cleaned in a day? Frequency?a. onceb. twicec. whenever required

Remark: ___________________________________________________________

27)Do you have 24/7 ATM and Cards (Corporate, Fleet & Loyalty) Service Available?a. Alwaysb. Sometimesc. On Requestd. Never

28)Does the maintenance staff check Auto-lift checklist regularly?a. Dont knowb. Sometimesc. Never


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Convenience stores

29)How the convenience store area is kept clean?a. Sweeping with broomb. Mopping with a wet clothc. other_______

Remark: ___________________________________________________________

30)What types of products are mostly available in convenience store?a. Confectionery items /b. bakery itemsc. other_______

Remark: ___________________________________________________________

31)Are the branded bakery items available in convenience store?a. Yesb. Noc. other_______

Remark: ___________________________________________________________

32)Are match box/lighter available in convenience stores?a. Yesb. Noc. other_______

Remark: ___________________________________________________________

33)Are Vehicle accessories available in Shop Stop?a. Yes, such as ________________________________________________________b. No, Reason: ________________________________________________________

34)Are those products available at your Shop Stop which your competitors dont have? a. If Yes then for example __________b. No


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Washrooms

35)How many washroom facilities are available on the outlet?a. 1 for office block & 1 for outlet staffb. 1 for office block & 2 for outlet staffc. other_______

Remark: ___________________________________________________________

36)What are the methods used to keep the washroom clean?a. Sweeping with broomb. Mopping with a wet clothc. Scrubbing Walls & floor with brushd. other_______

Remark: ___________________________________________________________

37)How many times during the day washroom is cleaned?a. onceb. twicec. whenever required

Remark: ___________________________________________________________

38)Is it allowed for Outsiders to use the outlet washroom?a. Yesb. Noc. may be

Remark: ___________________________________________________________


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Safety Warden

39)Do you have safety warden at your outlet?a. Yesb. No

40)Does he have a proper checklist?a. Yesb. No

41)How often he conducts the inspection?a. Everydayb. Once in a weekc. Twice in a day

42)How effective is Safety Warden in your Outlet? Manager FeedbackRemarks:

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________


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Customer Services

No. of Customers: ____

44)What is the first impression while entering the outlet?a. Clean, facilities & convenienceb. Unkempt, no facilities & inconveniencec. other _____ _____

Remark: ___________________________________________________________

45)Is there any attendant to greet the customers, guiding the vehicles at the entrance and exit andcourteous to the customers?

a. Yesb. No

Remark: _______________ _________ ___________________________________

46)Is the attendant guiding the customer to check DU reading while fueling the vehicle?a. Yesb. Noc. other ______ ____

Remark: ____________________________________________ ______________

47)How are the services at tyre service area?a. Courteous & well organizedb. Unfriendly and disorientedc. Others _______

Remark: ________________________________________________________

48)How are the services at the oil changing area?a. Convenient and efficientb. Inconvenient and inefficientc. Other _________ _

Remark: ____________________________________________________ ____


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49)Do you wear SEAT BELT while driving?a. Sometimesb. Rarelyc. Never

50)Do you Use Cell Phone While Driving?a. Yesb. Noc. When Necessary

51)Have you taken CNG cylinder for inspection?a. Yesb. No

Remarks:________________________________________________


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Outlet Name: _____________ Area: ____________ Date:______________

Observation

52)Are Lubricants available on Lube racks on the pump island?a. Yesb. Noc. No racks present on pump island

Remarks: ___________________________________________________________

53)How are the services at the car washing area?a. Economicalb. Inconvenientc. Costly

Remarks: ________________________________________________________

54)How often the staff wears proper uniform including shoes at Car Wash, Oil change, Tyre changeArea and forecourt Area?

a. Yesb. No

Remarks: ______________________________________________________________

55)All signs displayed properly of DB, Washroom, Office Block, Emergency Shut-Off?a. Yesb. No

56)Do you have first aid box at Outlet?a. Yesb. No

Remarks: _____________________________________________________________

57)Do you ensure before re-fueling whether engine have been switched off?a. Strictlyb. Sometimesc. Never

58)How often do you check the expiry of products at your shop stop?a. Yesb. No


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59)Check the Fire Extinguishers Expiry validity & Pressure?a. Mostly with Validity & proper pressureb. Few with validity & proper pressure

Remarks: _____________________________________________________________

60)What are the supplies available in washrooms?a. Soapb. Towelc. Nothing

Remarks: ___________________________________________________________

Documents

A Survey Report on the HSE of the PSO Retail Outlets Final FAU