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SUMMER TRAINING REPORT
On
Effectiveness of Rewards and Recognition for the Employees at
TATA POWER DELHI DISTRIBUTION LIMITED
Submitted in partial fulfillment of the requirements of
Post Graduate Diploma in Management
By
Manisha Jha
Batch: 2011-2013
Roll No.23
Page 1
Acknowledgement
Vital to every operation is cooperation- Frank Tyger.
Concentration, dedication & application are necessary but not sufficient to achieve any goal. These must
be awarded by guidance, assistance and co-operation of some persons to make it tenable.
I sincerely wish to acknowledge a deep gratitude for valuable guidance ; suggestions and generous help
extended to me by Ms. Neha Aggarwal (__ post___________) and __________________. I thank
them for being the source both of helpful criticism and encouragement.
Gratitude is short lived, but when putdown in black and white, one hopes that it will enjoy a longer life.
Many people have given their valuable time and idea to enable us to complete the report. We are deeply
indebted to all for their ideas and assistance while bearing the entire responsibility for weakness in the
report. (Names of few who filled the questionnaire) .
In preparation of this report , I feel great pleasure because it gives us extensive practical knowledge in
our career. We got idea about Rewards and Recognition schemes of , Delhi by this project.
I also extend our thanks to my Mentor and guide Mr. Himanshu Mohan, for his continuous encourage-
ment, Invaluable help and guidance without which this project would not have been successfully com-
pleted.
Their encouragement during the difficult stages of this project, constructive discussion and useful inter-
action has proved to be core moral support behind this achievement.
Page 2
DECLARATION FORM
I hereby declare that the Project work entitled___________________________________________
_____________________________________________ (write the title in Block Letters) submitted by
me for the Summer Internship during the Post Graduate Program to IILM College of Management Stud-
ies is my own original work and has not been submitted earlier either to IILM or to any other Institution
for the fulfilment of the requirement for any course of study. I also declare that no chapter of this manu-
script in whole or in part is lifted and incorporated in this report from any earlier / other work done by
me or others.
Signature of Student: _____________ Signature of Company Mentor: ___________
Name of Student: ________________ Name of Company Mentor:______________
Designation: __________________________
Date: Date:
Place: Place:
Page 3
TABLE OF CONTENTS
S No. Chapter Page No.
(i)
Executive Summary
(ii) Objective/Scope of the study
(iii) Company Profile
(iv) Schemes
(v) Finding And Conclusion
(vi) Suggestions And Recommendation
(vii) Limitations Of The Study
(viii) Learnings
(ix) Questionnaire
(x) Bibliography
(xi)
Annexures
Page 4
EXECUTIVE SUMMARY/INTRODUCTION
In spite of theoretical knowledge gained through classroom study, a person is incomplete if not subjected
to practical exposure of real corporate world and the challenges and problems that one has to face at the
actual work place.
In this context the study has been taken to make the person aware of happening of the real business
world. The project entitled to EFFECTIVENESS OF REWARDS AND RECOGNITION of Employees
with the special reference to TATA POWER DELHI DISTRIBUTION LIMITED, a Joint venture of
Tata Group and Government of Delhi, has been done at Vidhansabha, HR & Admin Office as a summer
training part of PGDM program and it helped me in understanding about the policies and procedures of
a company and how these should be formulate together so that they solve the real purpose. It also gave
me a chance to have an interaction with people at real workplace who are working at different positions
with different authorities and responsibilities.
The generosity & the patience of these people for spending their valuable time for having discussions
and interactions has also been a rich experience for me. The study was made to formulate a manual by
collecting relevant information about the contents with the help of Questionnaire survey and face to face
interaction with the HR MANAGERS & HR OFFICERS of other branches / Offices of TPDDL as well
from the valuable information & suggestions provided by the members of Vidhan Sabha –TPDDL, Of-
fice itself (people from different departments and the sales force members). Secondary data was collec-
ted from the other manuals provided by the HR department and website of the company.
The final outcome of the study is various schemes of rewards and recognitions for staff and officers of ,
which will help them in getting motivated and improvising their performance at workplace.
Page 5
COMPANY PROFILE
TATA POWER-DELHI DISTRIBUTION LIMITED
Tatapower-ddl is a joint venture between Tata Power Company and the Government of NCT of Delhi
with the majority stake being held by Tata Power. It distributes electricity in North & North West parts
of Delhi and serves a populace of 50 lakh. The company started operations on July 1, 2002 post the un-
bundling of erstwhile Delhi Vilyui Board. With a registered consumer base of around 12 lakh and a peak
load of around 1350 MW, the company's operations span across an area of 510 sq kms.
Tatapower-ddl has been the frontrunner in implementing power distribution reforms in the capital city
and is acknowledged for its consumer friendly practices. Since privatisation, the Aggregate Technical &
Commercial (AT&C) losses in Tatapower-ddl areas have shown a record decline. Today they stand at
13.2% ( As on March 31, 2011) which is an unprecedented reduction of over 75% from an opening loss
level of 53%. On the power supply front too, Tatapower-ddl areas have shown remarkable improvement.
The company has embarked upon an ambitious plan to implement high-tech automated systems for its
entire distribution network. Systems such as SCADA, GIS and OTS are the cornerstone of the com-
pany's distribution automation project. To fight the menace of power theft, modern techniques like High
Voltage Distribution (HVDS) System and LT Arial Bunch Conductor have been adopted.
Tatapower-ddl has to its credit several firsts in Delhi: SCADA controlled Grid Stations, Automatic
Meter Reading, GSM based Street Lighting system and SMS based Fault Management System. To en-
sure complete transparency, the company has provided online information on billing and payment to all
its 1 million consumers. This happened in the first year of operations itself. Tatapower-ddl believes in
providing more value than just electricity and is even rewarding its consumers for timely payment. As
a step towards captive generation, Tatapower-ddl has also established a 108MW gas based combined
cycle power generating facility at Rithala, North Delhi in its distribution area.
Page 6
Tatapower-ddl has won several accolades for its pioneering efforts in power distribution reforms. It has
the rare distinction of being the first power distribution utility from India to have received the prestigious
honour in the international category by winning the 2008 Edison Award and again in 2009 for Policy
Advocacy. Some of the other key recognitions include international Palladium Balanced Scorecard Hall
of Fame award- 2008, SAP Ace award 2008; UPN, USA metering award; Asian Power Award 2011
( 5th consecutive year), Asia's Best Employer Brand Award 2011, Falcon Media Group- Best Perform-
ing Utility (Urban), India Power Award- Research & Technology and the Asian Power Most Inspira-
tional CEO of the Year 2008 award and many more.
Being a TATA group member, Tatapower-ddl believes that the primary purpose of a business is to im-
prove quality of life of people. Tatapower-ddl's VISION, MISSION and Corporate Sustainability policy
set the overall direction for community initiatives. The identification of the key communities is done on
the basis of geographical spread of business, i.e. consumers of Tatapower-ddl residing in North, North –
West Delhi.
Corporate Sustainability
Tatapower-ddl has a three pronged CS strategy and broadly segments the community initiatives into
(¡) Philanthropic CS : As the name suggests philanthropic activities are mostly carried out in the form
of charities & donations. Tatapower-ddl believes that such initiatives have a long term business case for
the societal well being. Such initiatives always bridge the gap of being privileged & being less priv-
ileged. These activities comprise of support to orphanages, child remand home, support to Multiple
Sclerosis patients, blood donation, support to societies etc.
(ii) Compensatory CS: These are the initiatives which are carried for the section of society which in
some way gets affected by our business. JJ cluster residents who otherwise indulge in electricity theft are
brought in the billing loop & are complemented through various income generation, health & educa-
tional programs to ensure their holistic development. Free health camps, drug de-addiction camps, acci-
dental life insurance for jj cluster residents, vocational training, adult literacy program are few of the ini-
tiatives. The environment restoration initiatives to offset the environmental impact caused by our busi-
ness are also taken into well consideration.
Page 7
(iii) Business Oriented CS: These are the initiatives which besides serving societal needs also help in
building a brand image of business, e.g. Energy Conservation through Tatapower-ddl Energy Club, SA-
8000 and UNGC certification etc.
NDPL Energy Club
One often thinks what the future is going to look like with continuous exhaustion of natural resources on earth. In the times of ongoing power crisis and unavailability of even basic electricity supply to some of the inhabitants of Delhi, the future looks anything but ‘Bright’. To make a difference to the rampant power crisis and the general lack of concern and awareness, four years back a small lamp was lit to spread the light of awareness on Energy Conservation techniques. The unique initiative, a first of its kind, is based on the maxim of ‘Collaborating to Conserve’.
Children are one third of our population and all of our future. With the increased awareness levels of today’s children, they play a formidable role in day to day decision making and simple choices - be it in choosing the colour of the car or what brand of Television the family should buy. Understanding their evolving importance NDPL wanted to collaborate with them to create change, to foster conservation.
With this need of the hour as its forte, for bringing social and behavioural change, NDPL Energy Club is an endeavour in this direction by North Delhi Power Limited. The young turks of our nation, kids from classes VI-IX were made the change agent for this much needed social change. The Club seeks to sensit -ize school children of an impressionable age (Classes VI – IX) in schools, on such issues relating to En-ergy Conservation.
The energy conservation drive in schools is rolled out first with Project ‘CONSERVE’ (Conservation of Energy Resources through Verification and Experimentation) and secondly with Project ‘NEST’, (Neighbourhood Energy Sensitisation Task).
The club also conducts feedback workshops that provide an interactive session where children clarify their doubts & apprehensions and share their learning. At the same time, events and contests like poster making, quiz, debate, nukkad natak and science model display is organized under the banner of Urja Mela once in a year to encourage students to demonstrate their understanding on energy conservation.
S.
No.Phases No. of schools Sensitized (Students,
neighbors, teachers)
1. Phase 1 5 Public schools 12, 500
2. Phase 2 15 Public + 10 Govt. schools 1,25,000
Page 8
3. Phase 3 20 Public + 30 Govt. schools 2,02,700
4. Phase 4 30 Public + 60 Govt. schools 3,02,425
5. Phase 5 40 Public + 100 Govt. schools 3,50,000 (Expected figures after the conclusion of pro-
gram in Dec’ 2010)TOTAL 9,92,625
NDPL Energy Club coverage
Phase- IV of Energy Club brought 40 new member schools on board making the total number of mem-bers to 90 schools. An Energy Conservation Team comprising of CS group members & volunteer em-ployees went to these schools in their morning assemblies & zero period sensitizing students about en-ergy conservation. Zonal team was also invited to volunteer in the same where their expertise on electri -city related issues added stars to the program. The conclusion of Phase IV in August 2009 saw 3, 02,425 individuals inclusive of 31, 000 students from 40 new schools sensitized.
For the first time electricity bills were collected from students in Phase IV to assess the quantum of elec-tricity conserved by them. A massive figure of 7 lakh units was saved by the students & individuals sensitized by them during the year long program.
Capturing the learning from Phase IV & feedbacks received from principal, teachers & students Phase V of NDPL Energy Club was launched in December 2009 with 50 new schools (40 Govt. +10 Public) making total strength of NDPL Energy Club 140. Along with energy conservation Climate Change & Electrical Safety were included for the in the program agenda. Very expressive & informative booklets on electricity conservation tips, electrical safety guidelines & climate change information have been de-signed & distributed to every student. Along with volunteers, zonal team is also invited to share inputs on electrical safety & energy conservation.
Page 9
Volunteering at Tatapower-ddl
Tatapower-ddl, believe that voluntary participation by employee provides an immense satisfaction of
having contributed to the betterment of community. With that belief in heart & mind, Tatapower-ddl
management's efforts has always been directed towards employee's engagement in community develop-
ment works.
Tatapower-ddl Volunteering Matrix, which basically mentions the various capacities in which the em-
ployees can contribute to the social process initiated by Tatapower-ddl, was launched through the organ-
izational intranet for every employee to go through and enroll. A general circular is also issued providing
a detail of CS activities & inviting volunteering requests. Based on the interest areas of volunteers they
can opt for various CSR activities.
989 Tatapower-ddl employees have been registered till March 2010. Also 1042 volunteering days have
been devoted by Tatapower-ddl employees in CSR intervention during FY 2009-10 making the total
number of volunteering days 2466 till date.
Free Health Camps for jj/resettlement colonies residents
To cater to the medical needs of resettlement & jj colony dwellers Tatapower-ddl organizes free
health check up camps on regular basis. Several medical facilities including Blood Sugar Testing,
Haemoglobin Testing, ECG and consultancy by Specialist Doctors are provided free of cost. Free
Medicines are also distributed in these camps. During FY 2009-10, 6253 beneficiaries availed bene-
fits from these camps. Till date, a total of 17,767 slum dwellers and industrial workers have been be-
nefited through these camps.
Blood donation camps
Blood Donation Camps are regularly organized in association with the Indian Red Cross Society of
India & AIIMS for Tatapower-ddl employees. An organizational Donor card is issued to Tatapower-
ddl so that any employee, whether they have donated blood or not can avail the facility in times of
need on the recommendation of Tatapower-ddl medical deptt. 425 units oof blood were collected
during FY 2009-10 and 1180 units of blood have been collected from 11 such camps and sent to Red
Cross Society of India.
Vocational Training at Tatapower-ddl
Tatapower-ddl has ventured into the capacity building of women belonging to deprived community by estab-
lishing Vocational Training center in the year 2008. The center was established at CENPEID (Tatapower-ddl
Training Institute) in association with All India Women's Conference. The center runs two vocations namely
Beautician & computer training. The beneficiaries are mostly from near by resettlement colonies. Special em-
phasis is given to SC/ST& BPL categories. Till date 104 women have availed the benefit of vocational train-
ing in these two courses. Tatapower-ddl, in association with Navjyoti India Foundation, also funds voca-
Page 10
tional training center for underprivileged women at Jehangirpuri JJ Colony. This center runs 4 vocations
namely Art & Craft; Beauty Culture, Stitching & tailoring and Typing & Shorthand. 294 beneficiaries have
passed out from the Jehangirpuri VT center. 53 passed out beneficiaries are currently engaged in
employment/self-employment.
Drug de-addiction camps
Alcoholism in the low income earning classes of our society acts as a bane for such families, as a major part
of their earning gets spent in drinking habits. The standard of living, education of children & social status of
family; every thing gets severely hampered by this indulgence. Tatapower-ddl, in association with Brahm Ku-
mari Ishwariya Vishwavidyalaya organizes drug de-addiction camps in jj/resettlement colonies where coun-
seling & homeopathic medicines are given to the residents suffering from various addictions. A follow-up
camp is also organized to track the impact level of the medicines & counseling. 4363 beneficiaries have been
benefited from 32 camps held so far.
Adult Literacy Centers
Tatapower-ddl, in association with Virmani Education Trust, is running 18 Adult Literacy Centers in jj/reset-
tlement colonies. These centers provide computer based functional literacy to the deprived women. CBFL is
special animation software designed to make functional learning easy & interesting for adult women most of
whom are not even able to read the bus numbers. These 18 centers are running in all 12 districts of Tatapower-
ddl. 755 women have already availed benefits from these centers.
HIV/AIDS workplace intervention program
Tatapower-ddl has signed MoC with Delhi State Aids Control Society & ILO for HIV/AIDS workplace inter-
vention program to sensitize its workforce regarding HIV/AIDS. Tatapower-ddl has also adopted HIV/AIDS
policy. 872 employees of Tatapower-ddl have been sensitized so far for the cause.
Support to Rohini's New Hope Foundation
Tatapower-ddl has associated with Rohini's New Hope Foundation to provide free supplementary education to
400 kids. The students are mostly wards of construction laborers & rickshaw pullers studying in nearby MCD
schools and can't afford a better education. Due to space constrain the Foundation carries out its classes in
roadside platforms & District Park. The supplementary education provided by the foundation has reduced
drop out rates of students from their respective MCD schools. Tatapower-ddl provides free study material &
weekly refreshments to these kids. Volunteers from Tatapower-ddl take an active participation in this event.
Suraksha Jagriti Abhiyan
Tatapower-ddl is running a public safety awareness campaign for common masses where information about
electrical safety tips, energy conservation & negative impacts of misuse of electricity is disseminated through
Nukad Nataks. These Nukad Nataks are conducted in the vicinity of major grid stations & HVDS lines. See-
ing the impact level & good response for these Nukad Nataks, we started presenting it at our zonal & grid of-
fices. Approximately 10,000 individuals from community & Tatapower-ddl offices have been touched by the
program.
Support to Orphanages
Page 11
Tatapower-ddl is associated with SOS Children's Village at Bawana and Child Home at Badli and provides
regular monthly medical check up to kids staying there. There are approx. 250 kids at SOS Bawana & 25 kids
at Child Home Badli. Tatapower-ddl medical mobile van makes regular visit to these institutions. Tatapower-
ddl also logistically supported Child Remand home at Alipur during FY 2009-10.
Signatory to UNGC
Tatapower-ddl is a signatory to United Nation Global Compact Society & abides by its 10 principles pertain-
ing to Human Rights, Labor, Environment & Anti-corruption. An annual Communication on Progress is also
sent to UNGC every year intimating them about the on-going initiatives & activities falling under these 4
fields. A team from UNGC society has also visited Tatapower-ddl to assess its Corporate Sustainability activ-
ities.
Disability Program in Tatapower-ddl
Being an equal opportunity employer, Tatapower-ddl is carrying disabled friendly initiatives to improve the
accessibility of its PW stakeholders. While in new construction of buildings, disabled friendly access to of-
fices is being taken care of, in the existing buildings also minor civil modifications are being carried out to im-
prove the accessibility for PhDs. To start with the commitment for making Tatapower-ddl a disabled friendly
avenue 5 PwDs were recruited as associates in FY 2008-09 & more are to be recruited in coming years.
Hands of Warmth
Tatapower-ddl regularly organizes warm clothes collection drive amongst its employees during winters
for distribution to the poor & needy ones. Delhi is having a record of chilly winters as well as deaths due
to cold. The clothes collected from employees are distributed to various resettlement colonies, shelter
homes & street dwellers. We have associated with TCS, Nav Jyoti India Foundation & Aashray Adhi-
kaar Abhiyan to channelize the distribution process.
Meri Dilli Meri Yamuna campaign - Tatapower-ddl associated with Art of Living & UNESCO in
'Meri Dilli Meri Yamuna' a people's movement for cleaning Yamuna. The Yamuna cleaning drive
started from March 16 to March 24, 2010 where various corporate, NGOs, school & college students
were invited for associating in the cleaning of Yamuna ghats. An overwhelming response was re-
ceived from Tatapower-ddl employees and 142 volunteering days were utilized during the week long
program. Participation of Team Tatapower-ddl in the event has been a great success story. Wide cov-
erage was given to Tatapower-ddl's participation in the campaign by local as well as national media.
Team Tatapower-ddl got accolades every day from fellow participants, the organizers, media persons
and MTM members -- for the passion, commitment and involvement with which Team Tatapower-
ddl contributed to this noble cause.
Page 12
The next phase of the program is going to be Delhi Cleaning drive where places of historical importance
& natural heritage will be manually cleaned.
Page 13
Awards and Recognitions
Just seven years into the inception, NDPL is already recognised as employee ,consumer and community
centric organisation and has set benchmarks.
Page 14
Page 15
S No. AWARD YEAR IN RECOGNITION OF
1 National Award for meritori-
ous Performance in Power Dis-
tribution
17th Feb
“09
The Award, instituted by
the ministry of the power ,
Govt. of India was con-
ferred in recognition of ’s
outstanding performance in
power Distribution .
2 Geospatial Excellence Model 12th Feb
“09
Geospatial Applications
for operations Resource
Management in Power
Sector
3 Power Utility of the year 2008-
Asia
2008-09 Awarded for the signific-
ant Contribution to power
distribution sector through
transformation of ailing
utility into consumer cent-
ric, value driven organisa-
tion while achieving unpre-
cedented AT&C Loss re-
duction.
4 Edison Award 2008 2008-09 Edison Electric Insti-
tute recognises one US
utility and one non US
utility every year to
honour distinguished
leadership. is the first
Indian organisation to
win the Edison award
in the International
Category.
5 Overall Utility Performance in
distribution
2008-09 Recognition for con-
sistent performance in
Power Distribution
6 Metering Award 2008
(Revenue Assurance Category)
2008-09 NDPL has been awar-
ded for its revenue As-
surance Initiatives. The
winner for the awards
were selected amongst
utilities from
Europe ,Asia, Africa,
Australia, The United
States and Canada.
7 Powering Utility of the year
2008
2007-08 Recognising Contribu-
tion to Indian Energy
Sector
8 Power Reliability Award 2007-08 Significant Contribu-
tion to power distribu-
Page 16
CORPORATE PHILOSOPHY
Vision
To be the most trusted and admired provider of reliable & competitive power, and to be the company of choice for all stakeholders.
Mission
To deliver quality and cost effective electricity.
To ensure excellence in consumer care
To create a work environment which encourages safety, teamwork, learning and innovation
To meet or exceed all stakeholder expectations.
To enrich quality of life in the society we operate in.
NDPL Core Values
NDPL is a value driven organization and these values have continued to direct the company’s growth and business. The six core values underpinning the way we do the business are:
Integrity
We must conduct our business fairly, with honesty and transparency. Everything we do, must stand the test of public scrutiny.
Understanding
We must be caring, respectful, compassionate and humane towards our colleagues and customers and al-
ways work for the benefit of the communities we serve.
Excellence
We must constantly strive to achieve the highest possible standards in our day-to-day work and in the quality of goods and services that we provide.
Unity
We must work cohesively with our colleagues across the group and with our customers and partners to build strong relationships based on tolerance, understanding and mutual co-operation
Page 17
Responsibility
We must continue to be responsible and sensitive to the communities and environments in which we work , always ensuring that what comes to people goes back to people many times over.
Agility
We must work in a speedy and responsive manner and be proactive and innovative in our approach.
Business Excellence Model
NDPL “Business Excellence” is an integral part of Business Management and is the application of qual-
ity management theory and tools to run our business more efficiently. Business Excellence is the culture
of NDPL, which works as an enabler to our commitment to higher customer satisfaction, increase in
stakeholder value & better process management through the never-ending cycle of continuous improve-
ment.
Based on the principle of TQM & TBEM, we have instituted business excellence practices across func-
tional areas. The thought of continuous and breakthrough improvement, preventive management and
management by facts are being promoted through a range of BE initiatives. Some of the quality plat-
forms & tools used are:
Tata Business Excellence model (TBEM):
TBEM is based on the Malcolm Baldrige National Quality Award Model of the U.S. The model helps
the organization to get insights on business strengths and opportunities for improvement. NDPL scored
516 in its very first TBEM external assessment in the year 2006 and created history by scoring above
500 in its 1st attempt in the TATA group. Assessment score under TBEM is the indicator of organiza-
tion’s excellence maturity. Our TBEM score has moved from 544 in 2008 to 564 in 2009, thus getting
into “Emerging Industry Leader” band.
5S – Basic Quality Initiative:
The concept of ‘5S’ has created a revolution in many industries and NDPL never thought 2nd time while
adopting this quality tool. We have implemented 5S in all most all offices, Grids, Sub Stations etc and
continuing this practice in order to bring excellence in our work environment. The ‘5S’ technique in -
volved reduction in waste and also helping us in improving quality and confidence. Having originated in
Japan, the technique is now being practiced in other countries too.
Page 18
Integrated Management System (IMS):
IMS at NDPL integrates all our systems (ISO: 9001, ISO: 14001, SA 8000, OSHAS 18001, ISO 27001)
and processes in to one absolute framework, enabling us to work as a single unit with unified objectives.
IMS helps NDPL to become a process driven organization, with each function aligned behind a single
goal: improving the performance of the entire organization. An integrated system presents a clear, hol-
istic picture of all aspects of our organization.
SHINE- Systematic and Holistic Improvement InitiativAes at NDPL through Employee’s Engagement:
This is the platform for Improvement and Innovation at NDPL. DNA for improvement and innovation is
present, but the ignition of minds needs flashpoint! And SHINE platform is all about this ignition. It
helps us to think differently to innovate and then facilitate our thought process to convert the same into
reality. SHINE doesn’t stop there until one is rewarded and recognized for his/her effort to bring im-
provement at NDPL.
Quality Circle - The term Quality Circles refers to small groups of line employees who meet periodic-
ally to discuss ways to improve the quality of products & services they produce. Quality circles were
considered one of the secrets of Japanese industrial success. At NDPL we have also started SMS i.e.
Suggestion Management Scheme under the umbrella of Quality Circle initiatives at all Zones, where our
field staffs along with business associate people have started sharing many suggestions and all those in-
puts are translated into many QC projects, which will bring improvements in our area of operations.
Six Sigma - Six Sigma stands for Six Standard Deviations (Sigma is the Greek letter used to represent
standard deviation in statistics) from mean. Six Sigma methodology provides the techniques and tools to
improve the capability and reduce the deviations in any process. At NDPL we have started applying Six
Sigma method to improve our commercial processes.
T-2/2 - Dedicated brainstorming platform to trigger improvement at NDPL: T-2/2 meetings take place to
identify improvement & innovation opportunities. “T-2/2” to be held every 2nd half of 2nd Thursday
every month by concerned HOG / HOD. The platform is helping NDPL in institutionalizing PDCA
(Plan-D0-Check-Act) wheel in each group for Improvement / Innovation.
SANCHAY- NDPL’s Knowledge repository: SANCHAY is the one stop shop for all knowledge and in-
formation of NDPL. All the knowledge is classified in to two categories Tacit (SEEKH/SHIKHA/Ask
the Guru/Knowledge Café) and Explicit (NDPL-o-PEDIA). Knowledge is captured, stored and dissem-
inated through SANCHAY across organization. Through Tacit platforms e.g. SEEKH, people share their
knowledge with others. Organizational documents of importance e.g. IMS documents, Policy Docu-
ments etc. are made available through NDPL-o-PEDIA.
Page 19
Ask the Guru – Get your query answered by Experts: A panel of experts is identified based on know-
ledge domains, who answer your query through this platform (Available in SANCHAY). You can post
your query on selected subjects, Query will reach to experts automatically and once experts answer your
query, you will get the alert of that answer also. Whole Ask the Guru platform is automated to increase
effectiveness. Around 500 questions are already posted as your ready reference.
Knowledge Café – Online discussion Forum: A virtual meeting room has been created for all the people
who would love to interact and share knowledge / information online. Any user of Sanchay can start a
discussion in K-Café which is relevant for NDPL and invite other colleagues to join the discussion.
More than 20 discussions already happening, you are welcome to join any or can start a new discussion
on your own.
PIONEERING INITIATIVES
NDPL is credited with several pioneering initiatives and has set several benchmarks in power dis-
tribution reforms in India.
Automation Initiatives & GIS
NDPL embarked on automating all its 66 kV & 33 kV Grids and in line with the same has already auto -
mated 34 grids with a view to operate all equipments from Central command center. This has expedited
the resolution time for faults. The entire electrical network has been mapped through GIS for enabling
quicker fault location, speedy redressal and the Outage Management System is being upgraded to be
automated on GIS platform.
Complaint Management System
NDPL has a unique SMS based Fault Management system using GSM which ensures that the ‘No sup-
ply’ complaints lodged by a consumer gets addressed quickly and consumer feedback is also institution-
alized as part of the process.
NDPL had a very rudimentary consumer care facilities in July 2002. Each of the 12 districts now has an
online consumer care center each handled by Customer Care Executives under the supervision of Cus-
tomer Relation Officers and Customer Service Officers.
Business Development Group
Page 20
With a view to leverage on Tatapower-ddl's domain expertise and with an objective of providing end to
end solutions to power utilities, Tatapower-ddl Business Development Group has been constituted. The
Group draws experience from some of the best known names in the Indian Power Sector fraternity, who
have played a major role in their respective fields, contributing to Tatapower-ddl's success.
Our core competence lies in conceptualizing workable solutions and delivering immediate to long
term sustainable results.
Introduced online connection management by consumers:
NDPL uploaded the Billing details of all its consumers on its website www.ndpl.com. Consumers can
view their Bill, know the consumption pattern and can even print Duplicate Bill and make online bill
payments.
Door Step delivery of new connections – A unique first in India
To ensure that the consumer is provided with a new connection with absolutely no hassles, an NDPL
representative visits the consumers’ premises and completes all formalities required for provision of a
new connection there itself. NDPL has also started the SMS/email alert facility for new connection ap-
plicants as a reminder to make payment.
Page 21
Privileged Consumer Scheme
To acknowledge and encourage its regular paying consumers, NDPL has institutionalized a privileged
consumer scheme through which discounts are offered to its consumers.
Consumer Relationship Management
NDPL has institutionalized a structured approach towards Consumer Relationship Management as it or-
ganizes regular meetings with consumer representative groups such as RWAs, IWAs etc on 1st Friday of
every month in each district.
Automated Bill Payment Kiosks for consumer convenience
NDPL has introduced Automated Bill Payment Kiosks, a first in Delhi and NCR region. These unique
ATM like kiosks accept both cash and cheque payment towards electricity bills and even issue a receipt
to the consumer. They are operational 365 days a year from 8 AM- 8 PM.
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HR Vision
To create a learning organisation , which nurtures talent , innovation and provides competitive environ-
ment that makes the favoured company to work for.
Ethics Pledge & Ethics Management Policy:
The Major Objective behind the crystallisation of the concept of ethics along with clear work instruc-
tions is to:
Establish organisational roles to manage ethics
Schedule ongoing assessment of ethics requirements
Establish required operating values and behaviours
Align organisational behaviours with operating values.
Develop awareness and sensitivity to ethical issues.
Integrate ethical guidelines to decision making.
Structure mechanisms to resolve ethical dilemmas
Facilitate on going evaluation and updates to the programme.
Make it understood that every significant management decision has ethical value dimensions.
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ORGANIATION STRUCTURE AND TYPE OF EMPLOYEES
Page 25
CEO & MD
COO
CTO
CFOHead- ADMIN
&HRCENPEID
HOG (Training)Advisor (Training)
HOG-1
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CORP.ADMIN
HOD-Governance
HOG Health & Services)
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Name of the Award
Description of the Award
Frequency Eligible Designations Award De-tails
Shining Star
of the
Quarter Employee of
the Quarter
Quarterly
Quarterly
Quarterly
Managers/ Asst.
Managers/Execut-
ives/ Officers
Supervisors
Workmen
Gift Coupons+
Certificate
Champion
Workman of
the year Best Work-
man/ Lady
workwoman
Award
1 Per Year
Workman
Holiday for
2+2
Champion
Officer of the
Year Best Officer
Award
1 Per Year Officers Holiday for
2+2
Champion
Manager of
the Year
Best Manager
Award
1 Per Year Sr. Manager/
Managers/Asst. Man-
agers
International
Holiday Pack-
age for 2
Samridhi
Merit AwardBest Lady
Workman
Award
1 Per Year Lady Workman Gift Voucher
Suraksha
Samman
For timely
Reporting of
any ‘Near
miss’ and / or
“Possible haz-
ard” at Work-
place.
Anytime All Employees Certificate
Consumer
Confidante
Award Customer
Service Re-
cognition
Award
1 Bi- annually Employees Of Con-
sumer care Cells
Dinner for the
employees of
the cell and
their spouses
with
GM(Comm.)
Focus Group
of the year
1 Per Year TBEM Focus Group 10grm Gold
Coin /Visit
to a TATA
Rewards and Recognition
NDPL has bouquet of rewards for recognising high performance and exceptional potential, both at the team and
individual levels. All the achievements are published through sandesh. The R&R bouquet is published
through a separate handbook and events are published widely to motivate the recipients.
Various rewards and recognitions covered under the schemes as under:
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Purpose of NDPL’s Rewards and Recognition Scheme
NDPL’S Vision and Mission inspires to its employees to become consumer centric .To Deliver value to
the consumer, continuous improvement is required in all processes of the organization. Employees
across NDPL contribute individually as well as in teams, towards achieving this objective and growth of
the organisation.
This Reward & Recognition Scheme is an effort to recognise such contributions and reward deserving
employee.
Guiding Principles
Rewards will be given for outstanding performance that advance the organisation’s goal and will be tied
to a specific accomplishment. These awards are designed to reflect the unique nature of the organisa-
tion’s work culture.
Types of REWARDS:
A set of Reward and Recognition programmes have been developed to recognise achievements and ac
complishments that contribute to the overall objectives of the organisation. They fall under two categor-
ies:
1. Designed Rewards
2. Overall Recognition Programmes
Designed Employee Rewards :
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This approach is characterised by scheduled ways of acknowledging contributions and accomplishments
of an individual or team. This approach is formal and provides more frequent opportunities to recognise
employees. Rewards and Recognition under this approach are categorised as:
Period Based Awards- Periodic acknowledgement of Significant contributions of employees.
Shining Star of the quarter: Employee of the quarter .
First among equals awards: Yearly facilitation of outstanding performance from each cadre .
Champion workman of the year- Best workman / lady workwoman Award.
Champion officer of the year- Best Officer award.
Samridhi merit Award-Best lady workwoman award.
The CEO order of excellence - THE CEO AWARD
Area Specific awards: awards for the most commendable performances in areas of para-
mount importance
Consumer Confidante Award: Customer service recognition award
Sparkling workplace: overall excellence in discipline and housekeeping.
Shining Zone: Performing zone award.
Shining Grid: Power systems award for business unit.
Mission accomplished: Project excellence award.
Breakthrough ideas: employees suggestions awards
Valour Award: Brave work award
Sports person of the year: Outstanding sports performance award.
Catalyst Award: Focus group of the year
Change Agents award: Quality initiative awards
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4. Partners in excellence : Yearly awards to our associates who provide the highest quality product or
services and help us fulfil our requirements in an economical and efficient manner.
Preferred Associate of the year:
Overall Recognition Programmes:
This approach provides the means by which the organisation felicitates the employees at any time for
demonstration of values of the organisation, exhibiting behaviours that make the organisation proud and
any other commendable contribution to the organisation or to the community .
These programmes are also designed to recognise the outstanding performers particularly amidst
younger echelon of the organisation. The programme entails :
1. Sterling Performance : Impromptu recognition
2. Best Engineering trainee(ET)/ /management trainee(MT)/ Technician trainee(TT) of the year
AWARD DETAILS
Shining star of the quarter
Frequency: quarterly
Applicable to : Manager/assistant manager/ executives /officers
Gift coupons from the leading store like Westside or Vishal Megamart . A certificate signed by GM
(HR) and HEAD OF FUNCTION.
Nos. 2 Per Quarter
SUPERVISORS:
Gift coupons from the leading store like Westside or Vishal Megamart . A certificate signed by GM
(HR) and HEAD OF FUNCTION.
Nos. 2 Per Quarter
WORKMEN:
Gift coupons from the leading store like Westside or Vishal Megamart . A certificate signed by GM
(HR) and HEAD OF FUNCTION.
Nos. 2 Per Quarter.
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NOMINATIONS AND APPOVAL PROCESS:
The immediate reporting officer will send nominations of outstanding performance of that month to
HR-R&R desk by the 5th of the following month in the standard template( Form No: HR/04/QA/R01) ,
through the respective zone/ restrict / circle/systems/ common functions/ corporate function head.
The HR department , based on the proposals received through the concerns head for the last three
months, will forward the nomination to a committee comprising GM(HR) and 1 GM/DGM by rotation
and headed by CFO.
Champion Officer/workman of the year:
Frequency: yearly
Applicable to:
Officers:
Holiday for 2+2 (Recipient is to avail the offer within three months).
No.s: 1 per year
Workmen :
Holiday for 2+2( Recipient is to avail the offer within three months).
No.s: 1 per year.
The holidays will be booked through authorised travel agent of the company and reimbursement will be
taken from the company for the sanctioned amount. In addition , special leave will be sanctioned by cor-
porate (HR) For sanctioned days, as per the award duration.
SAMRIDHI MERIT AWARD:
Frequency: yearly
Applicable to: Lady workmen
Consumer durables for the winner (recipient is to avail the offer within three months) . The purchase
is to be spread over a particular week, after receiving the cheque for the sanctioned amount in the
name of the vendor.
Nos. – 1
CHAMPION MANAGER OF THE YEAR:
Frequency: yearly
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Applicable to: senior managers/ managers/ assistant managers.
International Holiday Package for two, in the Indian and Asian peninsula as per policy. (Recipient is
to avail the offer within three months)
Nos. 1
NOMINATION AND APPROVAL PROCESS
AGM & above will nominate personnel for the award and send nominations in the standard template
(form no. form no.HR/04/WA/R01) to the HR-R&R Desk which in turn will consolidate all the nomina-
tions and forward them to a committee comprising three functional heads – GM(HR) ,GM(SPG) and the
other CFO- to decide the recipient .
CONSUMER CONFIDANTE AWARD:
Frequency: Bi-annually
Applicable to: Employees of consumer care cells
Dinner for the employees of the cell and their spouses , with the GM (Commercial)in a reputed
hotel /banquet .
Nos. 1
NOMINATION AND APPROVAL PROCESS:
Immediate reporting officer will send nominations in the standard template( form no. HR/04/CSRA/
R01) to corporate HR through the respective District head with justifications . The HR-R&R Desk
based on the proposal received through the concerned district head will put up nominations to functional
head who will decide the recipient.
Sparkling workplace
Frequency: - Bi-annualy
Applicable to: Departments/ Zone /Grids /Districts
Lunch for all team members, plus a memento.
Nos. 1+1( Runner up) Per quarter.
NOMINATION AND APPROVAL PROCESS:
The OSD (ADMIN) will compile and send the nominations in the standard template to the HR-R&R
Desk with justifications, on a quarterly basis which will be averaged for bi –annualy.
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The highest ranking , as per the data obtained above, is to be certified by the DGM(Admin).
Shining Zone
Frequency: Yearly
Applicable to : All zones
Gift coupons from a leading store, like west side, vishal super market , for each member of the win-
ning team whose attendance in that zone has been more than 200 days.
Trophy for the winning zone. The Runners up .
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