A

PROJET REPORT
ON

AUTOMATED UNIFIED SYSTEM OF REFILL BOOKING OF INDIAN OIL CORPORATION LTD

Submitted for partial fulfillment of Masters of Business Administration [M.B.A.] Gautam Budh Technical University Lucknow.

By

ANKUR GUPTA
MBA III Semester

Invertis Institute of Eng. & Technology Bareilly (U.P)

ORGANIZATION CERTIFICATE

TO WHOM IT MAY CONCERN

This is to certify that Mr. /Ms --------------------------------------------student of MBA III Semester in our institute has successfully completed his/her summer training project entitled ------------------------------------------------------------------ for the partial fulfillment of the Master of Business Administration degree.

(Name of the Director) Director IIMS/IIET

(Name of Project Guide) Project Guide

DECLARATION
I declare that the project entitled A STUDY ON AUTOMATED UNIFIED SYSTEM(AUS) OF REFILL BOOKING OF INDANE CYLINDER (Conducted on behalf of INDIAN OIL CORPORATION LTD NOIDA) under the guidance of Dr.V.D Jha submitted in partial fulfillment of the requirement for the award of the degree of Masters of Business Administration to Invertis Institute of Eng. & Technology BAREILLY (U.P.) is my original work carried out during 14th June, 2011 to 30th July, 2011, and not submitted for the award of any other degree, diploma, fellowship or other similar or prize to any other institute, organization or university by any other person.

Place: (ANKUR GUPTA)

BAREILLY

PREFACE
It is said that without theory, practice is blind and without practice theory is meaningless. Hence practical training has been made integral part of the management education in India. Training is useful and important device of solving the problem. Training is the corner stone of sound education program, it make trainees (future employees) more effective and product-vice. The training gives, as excellent opportunity to a student to apply and prove his ability, intellect, knowledge, reasoning by giving a solution to the assigned problem that reflect calibre. Apart from theoretical knowledge, training provides students an expose to market. It provides an allround knowledge about the organization, the problem it faces, the decision making, risks and uncertainties etc. On the other hand it gives an opportunity to work with highly experienced people of their field. Training changes the behaviour of trainee. I got the privilege to serve such training in INDIAN OIL CORPORATION LTD (NOIDA) This project report in away represents A STUDY ON AUTOMATED UNIFIED SYSTEM (AUS) OF REFILL BOOKING OF INDANE CYLINDER has enabled me to have a broader knowledge about this procedure of IOCL. It has also given me an opportunity to understand the consumer satisfaction through automated unified system of refill booking for Indane cylinder.(IVRS/SMS/WEB). I have tried to summarize all my observations, experience and the knowledge acquired in this project report.

ANKUR GUPTA

ACKNOWLEDGEMENT

I undertook this training in partial fulfillment of my MBA Curriculum. I am glad that I got wonderful opportunity do my Research Report at . INDIAN OIL CORPORATION LTD I gratefully acknowledge my indebtedness to Mr.Naresh Gera (Chief Area Manager, Marketing) of Uttar Pradesh State Office-II NOIDA for his kind support My project guide who was not only supportive and co-operative but also managed to keep my work focused and on schedule in spite of their busy schedule was ready to help me with their valuable guidance and support which made this of high worth. I also take this opportunity to express my gratitude to my project guide Mrs.Ritu Singhal and Mr.Avinash Gupta whose co-operation; even-encouraging support helped me for completing this project. They were a constant source of motivation throughout my summer training Last but not least, I am also thankful to all those who have directly or indirectly help me during this project. However, I accept sole responsibility of any possible errors.

ANKUR GUPTA

INDEX
S.N.
1.

Topic Conceptual Framework

Page No. 11-56

Company : An Overview
2.

Automated Unified System (AUS) of Refill Booking.

57-59

3. 4. 5.

Research Methodology. Data Analysis and Interpretation. Result Discussion .

60-62 63-77 78-81

Finding.

Recommendation. Limitations.
6. 7.

Conclusion. Reference.

82 84

8.

Appendix. Questionnaire.

85-88

LIST OF GRAPHS

PARTICULARS 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. Awareness of Automated Unified System (AUS) For Gas Booking. Source of Awareness about AUS (IVRS, WEB, SMS, FWP). Period of Booking Indane cylinder. Most Appealing & Satisfactory Service under AUS while booking cylinder. Customer Registration through AUS . Gas Booking Through AUS. Confirmation Message after Booking through AUS. Satisfaction with IVRS (Interactive Voice Response System). Satisfaction with SMS Gas Booking System Satisfaction with WEB Gas Booking System. Opinion about Positive Points of AUS. Delivery on Time Performance. Complaints Regarding AUS. Satisfactorily Solved By the Dealer.
Customer Satisfaction Through Different Methods of Booking.

PAGE 62 64 65 66 67 68 69 70 71 72 73 74 75 76

ABBREVIATIONS

IOCL. LPG. AUS. IVRS. WEB. SMS. FWP. NFP. HFHSD. FO. JNPT. RFID. ALDS. MMTPA. KSK. MPDCs.

Indian oil corporation Liquefied petroleum gas Automated unified system Interactive voice response system Website Short messaging service Fixed wireless phone Non fuel products High flash high speed diesel Furnace oil Jawaharlal Nehru port trust Radio frequency identification Auto LPG dispensing station Million metric tonne per annum Kisan sewa Kendra Multipurpose distribution centres

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CONCEPTUAL FRAMEWORK

11

COMPANY: AN OVERVIEW
50 Golden Years in the Service of the Nation Indias flagship national oil company and downstream petroleum major, Indian Oil Corporation Ltd. (Indian Oil) is celebrating its Golden Jubilee during 30th June - 1st September 2009. Established as an oil marketing entity on 30th June 1959, Indian Oil Company Ltd. was renamed Indian Oil Corporation Ltd. on 1st September 1964 following the merger of Indian Refineries Ltd. (established in August 1958) with it? The integrated refining & marketing entity has since grown into the countrys largest commercial enterprise and Indias No.1 Company in the prestigious Fortune Global 500 listing of the worlds largest corporate, currently at the 116th position. It is also the 18th largest petroleum company in the world.

Indian Oil Today:

Indian Oil Corporation Ltd. is India's largest company by sales with a turnover of Rs. 3,28,744 crore and profit of Rs. 7445.48 crore for the year 2010-11. Set up with the mandate of achieving self-sufficiency in refining and marketing operations for a nascent nation set on the path of economic growth and prosperity, Indian Oil today accounts for nearly half of Indias petroleum consumption, reaching precious petroleum products to millions of people every day through a countrywide network of around 35,000 sales points. They are backed for supplies by 167 bulk storage terminals and depots, 101 aviation fuel stations and 89 Indane LPG bottling plants. For the year 2008-09, Indian Oil sold 62.6 million tonnes of petroleum products, including 1.7 million tonnes of natural gas. The Indian Oil Group of companies owns and operates 10 of Indias 20 refineries with a combined capacity of over 60 MMTPA, accounting for 34% of national refining capacity, after excluding EOU refineries. Projects under execution will take the capacity further to 80 MMTPA by the year 2011-12. Besides setting up state-of-the-art facilities to raise product quality to global standards.

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As a pioneer in laying of cross-country crude oil and product pipelines, the Corporation crossed 10,000 km in pipeline length and about 70 MMTPA in throughput capacity with the commissioning of the 330-km Paradip-Haldia crude oil pipeline recently. Plans are under execution to add about 4,000 km more by the year 2012. In-house capabilities have enabled the Corporation undertake all pipeline projects on its own and even offer turnkey expertise in techno-economic feasibility studies, design and detailed engineering, project execution, operations, maintenance and consultancy services. Set up in 1972, Indian Oils R&D Centre has blossomed into a world-class institution and Asia's finest. Besides its pioneering work in lubricants formulation, refinery processes, pipeline transportation and alternative fuels such as ethanol-blended petrol and bio-diesel, the Centre is also the nodal agency of the Indian hydrocarbon sector for ushering in Hydrogen fuel into the country. It has over 214 active patents to its credit, including 113 international patents. Its current R&D focus is on the future business needs of Indian Oil in the areas of petrochemicals, including polymers, and alternative energy sources.

Strategic Origins:
Indian Oil was born of the vision of Pandit Jawaharlal Nehru, the first Prime Minister of India, to pursue a policy of self-sufficiency in the petroleum sector as a strategic requirement of a free nation. As part of Punditries thrust on oil exploration, refining and marketing operations, Indian Refineries Ltd. was established in August 1958 under 100% Government ownership to erect refineries and lay petroleum pipelines. To take care of marketing of petroleum products across the country, Indian Oil Company Ltd., another 100% Government-owned company, was formed on 30th June 1959. It was entrusted with the task of reaching petroleum products to every nook and corner of the nation, overcoming severe constraints in terms of logistics, terrain and wide seasonal and regional fluctuations in demand. The marketing activities of Indian Oil Company began on 17th August 1960 with the receipt of the first parcel of 11,390 tones of imported diesel of Russian origin from MV Uzhgorod docked at Pir Pau Jetty in Mumbai.

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The Indian petroleum market at that time was ruled by goliaths like Burmah Shell, Esso Eastern Inc., Caltex (India) Ltd., Indo-Burmah Petroleum Co. Ltd and Assam Oil Company Ltd. Indian Oil Companys first and foremost challenge was to assert itself in the face of stiff competition from these well-entrenched transnational oil companies operating in India. In its first year of marketing (1960-61), the Companys volume sales was a meager 0.038 million tones (approximately 5% of industry sale) worth Rs. 0.8 crore. The first activity that Indian Refineries Ltd. undertook was the construction of a refinery at Noonmati near Guwahati in Assam with Rumanian help. The refinery was inaugurated by Pandit Jawaharlal Nehru himself in 1962, and processed Upper Assam crude oil received through an Oil India Ltd. (OIL) pipeline from Nahorkatiya. For product evacuation, the 435-km GuwahatiSiliguri pipeline and the Siliguri terminal were built and commissioned in 1964. Soon after, It was decided to set up two more refineries, one each at Barauni and Koyali for processing newlydiscovered crude oil at Assam and Gujarat respectively. The Barauni Refinery was built with Russian collaboration and went on stream in July 1964. The Koyali Refinery was also set up with technical assistance of Soviet Russia. Indian Oil acquired control of the refinery from Oil & Natural Gas Commission on 1st April 1965 and commissioned it in October the same year after formal inauguration by the then President of India, Dr. S Radhakrishnan Meanwhile, on 1st September 1964, Indian Refineries Ltd. was merged in Indian Oil Company to form a vertically integrated entity straddling both refining and marketing functions, and Indian Oil Company was renamed as Indian Oil Corporation Ltd. (Indian Oil). While announcing the historic merger, Prof. Humayun Kabir, the then Union Minister of Petroleum & Chemicals, hoped that Indian Oil would soon handle at least half of the trade in petroleum products. He was proved right within five years. By 1969, the Corporation was handling more than 50% of the total petroleum consumption of the nation and reached 64.2% market participation by the year 1974.

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Vision with Values:

15

Battle Spurs:
As a veteran IOCian put it once, Indian Oil has been genetically coded to serve the Defence services. This was proved beyond doubt during the 1965 war, when IndianOilPeople maintained the vital supply of petroleum products to the armed forces with grit and determination. In fact, the Srinagar depot was one of the first bulk storage facilities set up by the Corporation, in 1963. Indian Oils entry into the aviation fuelling business too began with the Defence Services in October 1964 and then to civil aviation a year later, in November 1965. Another opportunity to show its mettle in times of national emergencies came Indian Oils way during the 1971 war. In fact, in March 1972, during the war for liberation of Bangladesh, Indian Oil even arranged for crude oil supplies to the Chittagong Refinery. After the war, the Corporation for the first time extended reservation in award of retail outlet dealerships to war widows, disabled Defence personnel, freedom fighters, etc., and continues to honour this tradition even now. At the time of Operation Vijay at Kargil in 1999, despite shelling of its depots at Leh and Kargil, Indian Oil maintained petroleum supplies in the war zone and stood by the families of the war heroes later. Having proved its mettle in the 1965 war, IndianOil plunged into frenetic activity with newfound confidence setting up refineries, laying pipelines, building storage terminals and aviation fuel stations, entering new businesses like bitumen, marine bunkering, and appointing dealers and distributors across the country. The Haldia Refinery was set up in 1975, Mathura Refinery in 1982 and Panipat Refinery in 1998. The Corporation is setting up another grassroots refinery at Paradip in Orissa, for commissioning by the year 2012.

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Joint Ventures
Name of JV Avi-Oil India Pvt. Ltd. Date of Incorpora tion 04.11.199 3 Promoters & Equity NYCO SA, France and Balmer Lawrie & Co. Ltd. Area(s) of Operation To blend, manufacture and sell synthetic, semi synthetic and mineral based lubricating oils, greases and hydraulic fluids, related products and specialties for Defence and Civil Aviation uses. City Gas Distribution in Lucknow and Agra. Manufacturing & marketing of FCC catalysts and additives. To build and operate terminalling services for petroleum products. To construct and import facilities for LPG import at Haldia and to engage in parallel marketing of LPG. To manufacture and market chemicals for use as additives in fuels, lubricants and greases. Development of facilities for import

Green Gas Ltd.

07.10.200 5

GAIL (India) Ltd.

Indo Cat Pvt. Limited IOT Infrastructure & Energy Services Ltd.

01.06.200 6 28.08.199 6

Intercat, USA

Oiltanking GmbH, Germany.

Indian Oil Petronas Private Ltd.

03.12.199 8

Petronas, Malaysia

Lubrizol India Private Limited

01.04.200 0

Lubrizol Inc., USA

Petronet LNG Limited

02.04.199 8

Bharat Petroleum Corporation Ltd., Oil &

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Natural gas Corporation Ltd., GAIL (India) Ltd, Gaz de France, ADB Petronet India Limited 26.05.199 7 Bharat Petroleum Corporation Ltd., Hindustan Petroleum Corporation Ltd., Reliance Industries Limited, Infrastructure Leasing & Financial Services Ltd. Trust Company Limited, ICICI Bank Ltd., State Bank of India., Essar Oil Limited. Petronet India Limited , Reliance Industries Limited & Essar Oil Limited., State Bank of India, Gujarat Industry Investment Corporation, Kandla Port Trust, Infrastructure Leasing & Financial Services Limited.; Canara Bank Indian Oil, IOT Infrastructure & Energy Services Ltd. (Formerly IOTL-Indian Oil Corporation Ltd. Tanking Ltd.) & Sky tanking Holding GmbH, Germany: 33.33% each Indian Oil Corporation Ltd. & Oil India., Sunterra Resources Ltd.

and regasification of LNG at Dahej and Kochi. To implement petroleum products, pipeline projects Through Special Purpose Vehicles.

Petronet VK Limited

21.05.199 8

To construct and operate a pipeline for transportation of petroleum products from Vadinar to Kandla.

Indian Oil Sky tanking Limited

21.08.200 6

Design, finance, construct, operate & maintain aviation fuel facility projects.

Sunterra Nigeria 205 Limited

09.05.200 6

Investments in oil and gas industry especially in the upstream sector

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Marketing Innovations:
Having set up Its first petrol & diesel station (retail outlet) at Kochi in October 1962, IndianOil currently operates the countrys largest network of retail outlets numbering over 18, 278 with focus on customer convenience. It was the first oil marketing company to introduce the concept of Multipurpose Distribution Centers (MPDCs) at its retail outlets located in rural areas way back in 1975. These MPDCs served as one-stop convenience shops, especially for farmers, and were the harbingers of the modern Kisan Seva Kendra (KSK) successfully introduced by IndianOil in 2006. As on date, over 2,550 specially formatted Kisan Seva Kendra outlets set up across the country meet the diverse needs of the rural populace, offering a variety of products and services such as seeds, fertilisers, pesticides, farm equipment, medicines, spare parts for trucks and tractors, tractor engine oils and pumpset oils, besides auto fuels and kerosene. About 600 such Kendra are being added to the Corporations marketing network every year. IndianOil has been chosen as the Most Admired Retailer of the Year in the category of Rural Retailing at the India Retail Forum during 2008. As part of customer segmentation, exclusive XTRACARE outlets unveiled in select urban and semi-urban markets offer a range of value-added services to enhance customer delight and loyalty. Large format outlets on highways cater to the needs of motorists, with multiple facilities such as food courts, first aid, rest rooms and dormitories, spare parts shops, etc. SERVOXpress has been launched recently as a one-stop shop for autocare services. To safeguard the interest of the valuable customers, interventions like retail automation, vehicle tracking and marker systems have been introduced to ensure quality and quantity of petroleum products . Over the years, IndianOil has also launched several branded products, customer-focussed speciality products and customer rewards programmes. Initiatives for cashless transactions for customer convenience through co-brand credit cards and fleet cards have met with great success. IndianOil also enjoys a dominant share of the bulk consumer business, including that of railways, state transport undertakings, and industrial, agricultural and marine sectors. Its ISO-9002 certified Aviation Service commands over 63% market share in aviation fuel business, meeting .

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Kitchen Revolution:
Indane was the first branded product from IndianOil to hit the market, at Kolkata in October 1965, with product sourced from its Barauni Refinery. Introduction of the clean and efficient LPG as cooking gas ushered in a revolution in millions of households. Encouraged by customer response and to ensure dedicated service, IndianOil undertook massive augmentation of LPG storage and distribution facilities across the country in 1983. The process continues even today with the setting up of 89 Indane bottling plants, mostly in upcountry locations for quicker turnaround of cylinders. Several innovations were introduced in LPG marketing from time to time, like mounded storage and 19-kg cylinders for bulk customers, reticulated supplies for housing complexes and 5-kg cylinders for customers in inaccessible and hilly terrain. The Corporations in-house IndMax process is aimed at enhancing LPG yield from crude oil refining. Indane cooking gas today reaches the doorsteps of over 53 million households in nearly 2,700 markets through a network of about 5,000 Indane distributors. This includes customers in Andaman & Nicobar and Lakshadweep islands. Autogas (LPG) dispensing stations are being set up in metros and major cities to cater to the growing vehicle population using LPG as fuel.

New Businesses:
In pursuit of its Corporate Vision and to achieve the next level of growth,, IndianOil is currently forging ahead on a well laid-out road map through vertical integration - upstream into oil exploration & production (E&P) and downstream into petrochemicals - and diversification into natural gas marketing, besides globalisation of its downstream operations. In petrochemicals, IndianOil is envisaging Rs. 30,000 crore (US$ 7.4 billion) investment by the year 2011-12. Through the worlds largest single-train Linear Alkyl Benzene (LAB) plant with an annual capacity of 1,20,000 tonnes set up at its Gujarat Refinery, the Corporation has already captured a significant market share of LAB in India, besides exports. A world-scale Paraxylene/Purified Terephthalic Acid plant (annual capacities: PX - 3,63,000 tonnes, PTA 5,53,000 tonnes) for polyester intermediates is already in operation at Panipat, while a Naphtha Cracker with a capacity of 800,000 tonnes of ethylene per annum, equipped with downstream polymer units is also coming up at Panipat.

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In E&P, Indian Oil has bagged eight oil & gas blocks and two Coal Bed Methane blocks under NELP (New Exploration Licensing Policy) rounds in India, in consortium with other companies. It has also acquired participating interest in two onshore blocks in Assam and Arunachal Pradesh. Overseas ventures of the Corporation include two blocks in Sirte Basin and Areas 95/96 in Ghadames basin of Libya, Farsi Exploration Block in Iran, onshore farm-in arrangements in Gabon, an onland block in Nigeria and two onshore blocks in Yemen. IndianOil has incorporated Ind-OIL Overseas Ltd. a special purpose vehicle for acquisition of overseas E&P assets in Port Louis, Mauritius, in consortium with OIL. In natural gas business, IndianOil is targeting sale of 2 million tonnes in 2008-09. A technology innovation has been initiated to reach LNG (Liquefied Natural Gas) directly to the doorstep of bulk consumers in cryogenic containers for industrial as well as captive power applications. An LNG import terminal is proposed to be set up at Ennore near Chennai. City gas distribution projects are in the pipeline in partnership with other companies.

Group Synergy:
As part of inorganic growth through mergers and acquisitions, the refinery operations and marketing activities of Assam Oil Company were vested in IndianOil in October 1981, and it became the Assam Oil Division of IndianOil. The old units of the vintage Digboi Refinery (the first refinery in Asia) were revamped and by 1996 it was transformed into a modern refinery of IndianOil. In the year 2001, IndianOil acquired the Government stake and management control of standalone refiners Chennai Petroleum Corporation Ltd. (CPCL) and Bongaigaon Refinery & Petrochemicals Ltd. (BRPL), substantially enhancing group refining capacity. Subsequently, capacity expansion of CPCL and laying of the 526-km Chennai-Trichy-Madurai product pipeline helped further strengthen Indian Oils marketing in South India. Similarly, strategic turnaround initiatives taken by the IndianOil helped BRPL come out of the red and post profits and merger with the parent company is due soon.

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IndianOil acquired IBP in the year 2002 and seamlessly merged it with the parent company in 2007, leading to the formation of a larger and more formidable marketing network. IndianOil Technologies Ltd. was launched as a fully-owned R&D subsidiary in the year 2003 to market the Corporatios intellectual property. IndianOil has set up three overseas subsidiaries in Sri Lanka (2003), Mauritius (2004) and the United Arab Emirates (2006). Lanka IOC Ltd. operates about 150 petrol & diesel stations in the island nation, besides an oil terminal and a lube blending plant at Trincomalee. IndianOil (Mauritius) Ltd. operates a modern petroleum bulk storage terminal at Mer Rouge port, has an overall market share of nearly 20%, and commands a 32% market share in aviation fuelling business in Mauritius. IOC Middle East FZE oversees blending of SERVO lubricants and marketing of petroleum products and lubricants in the Middle East, Africa and CIS countries. In addition, IndianOil has eight active joint ventures in operation with reputed Indian and overseas partners in the areas of aviation refuelling, city gas marketing, LPG and LNG imports and storage, speciality lubricants and additives, terminalling services, etc.

Future Plans:
In spite of deregulation of the oil sector and stiff competition from private players, IndianOil has maintained its position as India's flagship national oil company. IndianOil People have been in the forefront in adapting to the changing environment and enhancing the organizations capabilities in providing innovative and value-added offerings to the customers. Against the backdrop of a rapidly changing business environment, IndianOil is focusing on certain key issues for sustained growth in the deregulated market. These are: prudent finance and projects management, optimum capacity utilization of refineries and pipelines network, competitive business strategies, customer-focussed innovations in product and service offerings, streamlining of business processes, and achieving greater synergy with group companies for enhanced efficiency and effectiveness in the market place.

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the rising customer aspirations for quality products and services, at par with international standards, have also thrown up myriad opportunities. IndianOil is making the most of them mainly in expanding its existing customer base, customising products for specific market segments, streamlining distribution infrastructure, etc. As part of the Marketing Transformation Programme to move closer to the customers, IndianOil has bifurcated its marketing function vertically into exclusive retail and direct consumer groups, transferred powers from the four regional offices to 16 marketing offices in State capitals, and set up exclusive groups for process & systems optimisation, brand management and bio-fuels. The ambitious Project Manthan IT reengineering project has enabled the organisation to assimilate IT and web-based business solutions for real time, integrated transactions and IT solutions for supply chain optimisation.

India Inspired:
As a leading public sector enterprise of India, Indian Oil has successfully combined its corporate social responsibility agenda with its business offerings, meeting the energy needs of millions of people everyday across the length and breadth of the country, traversing a diversity of cultures, difficult terrains and harsh climatic conditions. The Corporation takes pride in its continuous investments in innovative technologies and solutions for sustainable energy flow and economic growth and in developing techno-economically viable and environment-friendly products & services for the benefit of its consumers.

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24

oard of directors
Shri P. K. Goyal Director (Finance) w.e.f. 02.05.2011 Shri G. C. Daga Director (Marketing)

Shri R. S. Butola Chairman w.e.f. 28.02.2011

Shri Michael Bastian Independent Director

Shri P. K. Sinha Kumar Poddar Government Director

Shri Nirmal Independent Director

Shri B. N. Bankapur Bhargava Director (Refineries) Dr. Sudhakar Rao Independent Director w.e.f. 30.05.11 Prof. (Dr.) Indira J. Parikh Independent Director (P&BD)

Shri Sudhir Government Director Shri K. K. Jha Director (Pipelines)

Shri B. M. Bansal Chairman & Director Up to 31.01.2011

Dr. R. K. Malhotra Noorani Director (Research & Development) w.e.f. 05.08.2010

Shri Anees Independent Director

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Shri V. C. Agrawal Bhalla Director (Human Resources) Resources) Up to 31.07.2010

Shri Sudhir Director (Human w.e.f. 27.10.2010

Dr. (Smt.) Indu R. Shahani Narasimhan Independent Director (Finance)

Shri S. V. Chairman & Director Upto 30.04.2011

Shri A. M. K. Sinha Barua Director (Plng. & Business Director Development) w.e.f. 16.03.2011

Prof. Gautam Independent

Shri Raju Ranganathan Company Secretary

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Corporate Office:

Refineries Division Head Office SCOPE Complex, Core-2 7, Institutional Area, Lodhi Road New Delhi -110003

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Barauni Refinery

P.O. Barauni Oil Refinery, Dist. Begusarai -861 114 (Bihar)

Gujarat Refinery

P.O. Jawahar Nagar, Dist. Vadodara -391 320(Gujarat)

Guwahati Refiner Haldia Refinery

Guwahati-781020 (Assam) P.O. Haldia Refinery Dist. Midnapur-721 606 (West Bengal)

Mathura Refinery

P.O. Mathura Refinery, Mathura -281 005 (Uttar Pradesh)

Panipat Refinery Bongaigaon Refinery

P.O. Panipat Refinery, Panipat-132140(Haryana) P.O. Dhaligaon, Dist. Chirang, Assam - 783 385

Marketing Division Head Office G-9, Ali Yavar Jung Marg, Bandra (East), Mumbai -400 051 Northern Region IndianOil Bhavan, 1, Aurobindo Marg, Yusuf Sarai New Delhi -110016

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Business:
An energy self-sufficient India can alter the economic, political and manufacturing landscape of the region. Its quest for energy will create new economic and strategic challenges, right from mobilising capital to engaging in subtle diplomacy. Indian Oils own performance in the financial year 2006-07 was a case of exceeding expectations with both turnover and profits reaching new highs, product sales registering a quantum jump, and the refineries as well as pipelines network enhancing their capacities beyond 60 MMTPA and registering record throughputs. New projects worth Rs. 10,000 crore were put on stream during the year. Among new businesses, the petrochemicals and natural gas verticals and participating interests in a clutch of oil & gas assets in India and abroad has ensured expansion of the upstream portfolio. IndianOil has ambitious investment plans of Rs. 43,250 crore in the next five years. By 2011-12, the IndianOil Group, with 80 MMTPA refining capacity in its fold, would be playing a key role in realizing Indias bid to emerge as an export-oriented hub for finished products. The pipelines network, which provides strategic logistics advantage to the marketing operations, is also set to cross the 10,000 km mark in the next two years. In marketing, IndianOil is set to leverage the combined strength of over 32,000 marketing touch points, with focus on hitherto untapped rural markets, non-fuel revenues and pure retailing business. IndianOil aspires to be Asias leading commercial R&D organisation in the downstream hydrocarbon sector by building on its capabilities in developing innovative technologies, products and processes, and nodal research in alternative fuels. Beyond core businesses, IndianOil is working to emerge as a major player in the petrochemicals business by the year 2011-12, with two petrochemical hubs shaping up at Panipat and Paradip. In natural gas business, it is attempting quantum growth in LNG imports, infrastructure and marketing, besides city gas distribution. In the high-risk business of oil exploration & production, Indian Oils consortium approach with established players is paying off well in terms of exceptional Government support and successful forays in India and abroad. Its current interests are focused on oil equity and sourcing of natural gas, predominantly from African and CIS countries, by leveraging its downstream capabilities to form joint venture partnerships with reputed enterprises overseas.

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Refining:
Born from the vision of achieving self-reliance in oil refining and marketing for the nation, IndianOil has gathered a luminous legacy of more than 100 years of accumulated experiences in all areas of petroleum refining by taking into its fold, the Digboi Refinery commissioned in 1901. IndianOil controls 10 of Indias 20 refineries. The group refining capacity is 60.2 million metric tonnes per annum (MMTPA) or 1.2 million barrels per day -the largest share among refining companies in India. It accounts for 33.8% share of national refining capacity. The strength of IndianOil springs from its experience of operating the largest number of refineries in India and adapting to a variety of refining processes along the way. The basket of technologies, which are in operation in IndianOil refineries include: Atmospheric/Vacuum Distillation; Distillate FCC/Resid FCC; Hydrocracking; Catalytic Reforming, Hydrogen Generation; Delayed Coking; Lube Processing Units; Visbreaking; Merox Treatment; HydroDesulphirisation of Kerosene&Gasoil streams; Sulphur recovery; Dewaxing, Wax Hydro finishing; Coke Calcining, etc. The Corporation has commissioned several grassroot refineries and modern process units. Procedures for commissioning and start-up of individual units and the refinery have been well laid out and enshrined in various customized operating manuals, which are continually updated. IndianOil refineries have an ambitious growth plan with an outlay of about Rs. 55,000 crore for capacity augmentation, de-bottlenecking, bottom upgradation and quality upgradation. Major projects under implementation include a 15 MMTPA grassroots refinery at Paradip.

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In addition, petrol quality upgradation projects are under implementation at Panipat, Mathura, Barauni, Guwahati and Digboi refineries completed. Innovative strategies and knowledge-sharing are the tools available for converting challenges into opportunities for sustained organizational growth. With strategies and plans for several value-added projects in place, IndianOil refineries will continue to play a leading role in the downstream hydrocarbon sector for meeting the rising energy needs of our country.

Pipelines:
Indian Oil Corporation Ltd. operates a network of 10329 km long crude oil and petroleum product pipelines with a capacity of 71.60 million metric tonnes per annum. Cross-country pipelines are globally recognized as the safest, cost-effective, energy-efficient and environmentfriendly mode for transportation of crude oil and petroleum products. During the year 2008-09 Indian Oils crude oil pipelines registered the throughput of 38.46 million metric tonnes. Corporations largest crude oil handling facility at Vadinar marked the berthing of 4000th tanker since inception. The terminal operates two offshore Single Point Mooring (SPM) systems, to feed Koyali, Mathura and Panipat refineries Raising efficiency and emerging as the least-cost supplier, IndianOil has added the 330-km Paradip-Haldia crude oil pipeline (PHCPL) to its bustling pipeline network during the year. The PHCPL system has a Single Point Mooring installed 20-km off the Paradip coast. With this, it is now able to pump crude oil from Very Large Crude Carriers to the tank-farm set up onshore and onward to Haldia through the pipeline. The Pipeline has replaced the earlier system of receipt of crude oil at Haldia port through smaller tankers.

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Upcoming Projects
Distillate Yield Improvement project at Haldia Refinery. INDMAX project at Bongaigaon Refinery. Mundra-Viramgam Crude Oil Pipeline. Augmentation of Paradip- Haldia- Barauni Pipeline. LPG Pipeline from Kandla to Panipat. Augmentation of Salaya-Mathura Pipeline.

Corporate Messages:
IndianOil is a diversified, transnational integrated energy company with a strong commitment towards conserving the environment. It plays a significant role in the nations oil security and public distribution. Log into Indian Oils values, mission and vision reflected in its multiple advertisement campaigns in the recent past.

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Marketing

Reaching out to a Billion Hearts:

IndianOil has one of the largest petroleum marketing and distribution networks in Asia, with over 35,000 marketing touch points. Its ubiquitous petrol/diesel stations are located across different terrains and regions of the Indian sub-continent. From the icy heights of the Himalayas to the sun-soaked shores of Kerala, from Kutch on India's western tip to Kohima in the verdant North East, IndianOil is truly 'in every heart, in every part'. IndianOil's vast marketing infrastructure of petrol/diesel stations, Indane (LPG) distributorships, SERVO lubricants & greases outlets and large volume consumer pumps are backed by bulk storage terminals and installations, inland depots, aviation fuel stations, LPG bottling plants and lube blending plants amongst others. The countrywide marketing operations are coordinated by 16 State Offices and over 100 decentralised administrative offices.

Petrochemicals Petrochemical new growth path:

IndianOil is continuously striving for growth through integration of its core business with opportunities available in the petrochemicals sector. The LAB unit (Linear Alkyl Benzene, used in the manufacture of detergents) at Gujarat Refinery achieved over 100% capacity utilisation in the year 2007-2008. The product has been successfully marketed within India, attaining a significant market share, and has also been exported.An integrated PX/PTA plant at Panipat Refinery has commenced commercial production since June 2006.

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IndianOil is close to commissioning a world scale Naphtha Crackerproject along with downstream polymer units at Panipat. In addition, activities for setting up integrated complex of refinery and petrochemicals at Paradip in Orissa have also progressed significantly.

Natural Gas:
Over the years, Natural Gas has emerged as the 'fuel of choice' across the world. It is slowly but steadily replacing traditional fossil fuels due to its environmentally friendly characteristics which help greatly in meeting the stipulated automobile emission norms. When compared with coal and oil, natural gas has a low carbon footprint due to its clean combustion features. Natural Gas has significant cost advantages too over crude oil and fuels such as Naphtha and commercial LPG. In the year 2008, it constituted only around 9% of India's energy basket compared with 24% globally. This is expected to rise to around 13% in the year 2010. India's hydrocarbon vision statement envisages the share of natural gas in the countrys energy basket to be 20% by the year 2025. Demand for Natural Gas in India is primarily driven by the fertiliser and power sectors, which account for almost two-third of the countrys gas consumption. Gas-based power plants are quicker to build and incur lesser initial capital expenditure and are better suited to meet peak power demand.

Initiatives:
At IndianOil, corporate social responsibility (CSR) has been the cornerstone of success right from inception in the year 1964. The Corporations objectives in this key performance area are enshrined in its Mission statement: "to help enrich the quality of life of the community and preserve ecological balance and heritage through a strong environment conscience."

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As a constructive partner in the communities in which it operates, IndianOil has been taking concrete action to realise its social responsibility objectives, thereby building value for its shareholders and customers. The Corporation respects human rights, values its employees, and invests in innovative technologies and solutions for sustainable energy flow and economic growth. In the past four decades, IndianOil has supported innumerable social and community initiatives in India. Touching the lives of millions of people positively by supporting environmental and health-care projects and social, cultural and educational programmes. As part of IndianOil's social responsibility programme, there is an IndianOil Scholarship scheme, which provides for attractive scholarships to bright students selected on 'merit-cum-means' basis. As part of the scheme, special encouragement is being given to girl students, physically challenged students, and students from J & K as well as the Northeast States. Besides focussing primarily on the welfare of economically and socially deprived sections of society, IndianOil also aims at developing techno-economically viable and environment-friendly products & services for the benefit of millions of its consumers, while at the same time ensuring the highest standards of safety and environment protection in its operations. IndianOil has always been in the forefront in times of national emergencies. IndianOilPeople have time and again rallied to help victims of natural calamities, maintaining uninterrupted supply of petroleum products and contributing to relief and rehabilitation measures in cash and kind.

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Corporate Social Responsibility:

CSR: A Cornerstone of our Enduring Success

At IndianOil, corporate social responsibility (CSR) has been the cornerstone of success right from inception in the year 1964. The Corporations objectives in this key performance area are enshrined in its Mission statement: "to help enrich the quality of life of the community and preserve ecological balance and heritage through a strong environment conscience." We at IndianOil have defined a set of core values for ourselves Care, Innovation, Passion and Trust to guide us in all we do. We take pride in being able to claim all our countrymen as our customers. Thats why, we coined the phrase, IndianOil India Inspired", in our corporate campaigns. Public corporations like IndianOil are essentially organs of society deploying significant public resources. We, therefore, are aware of the need to work beyond financial considerations and put in that little extra to ensure that we are perceived not just as corporate behemoths that exist for profits, but as wholesome entities created for the good of the society and for improving the quality of life of the communities we serve. As a constructive partner in the communities in which it operates, IndianOil has been taking concrete action to realise its social responsibility objectives, thereby building value for its shareholders and customers. The Corporation respects human rights, values its employees, and invests in innovative technologies and solutions for sustainable energy flow and economic growth. In the past four decades, IndianOil has supported innumerable social and community initiatives in India. Touching the lives of millions of people positively by supporting environmental and health-care projects and social, cultural and educational programmes.

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Global Compact Initiative:

IndianOils present business practices and vision for the future are synergized with sustainability. We take pride that our corporate strategy is aligned to national priorities and envision a greater societal role in future to accomplish the cherished goal of a truly developed India, where all sections of citizens live with dignity.

The past year was definitely another year of sustained growth in the face of stupendous odds for us at IndianOil. In the backdrop of unprecedented high crude oil prices and liquidity constraints, we managed our operations and financials efficiently. As India's largest petroleum refining and marketing company, we bear the brunt of the burden of oil subsidy on sale of petrol, Diesel, Kerosene for public distribution system and LPG for domestic use, which constitute a major portion of our product offerings. The Government, in turn, has put in place a mechanism to compensate the oil marketing companies for the losses suffered by them.

Recognitions:
IndianOil has been recognised as a leading player in the countrys energy sector with its well known brands. Log into this section to know more about the awards bestowed upon the company for sustained deliverance of quality. This recognition speaks volumes about the focussed executive management at IndianOil that directs and motivates the firm and its employees towards larger goals.

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Products:
IndianOil is not only the largest commercial enterprise in the country it is the flagship corporate of the Indian Nation. Besides having a dominant market share, IndianOil is widely recognized as Indias dominant energy brand and customers perceive IndianOil as a reliable symbol for high quality products and services. Benchmarking Quality, Quantity and Service to world-class standards is a philosophy that IndianOil adheres to so as to ensure that customers get a truly global experience in India. Our continued emphasis is on providing fuel management solutions to customers who can then benefit from our expertise in efficient sourcing and least cost supplies keeping in mind their usage patterns and inventory management. IndianOil is a heritage and iconic brand at one level and a contemporary, global brand at another level. While quality, reliability and service remains the core benefits to our customers, our stringent checks are built into operating systems, at every level ensuring the trust of over a billion Indians over the last four decades. Our Retail Brand template of XtraCare (Urban), Swagat (Highway) and Kisan Seva Kendras (Rural) are widely recognized as pioneering brands in the petroleum retail segment. IndianOils leadership extends to its energy brands - Indane LPG, SERVO Lubricants, and Autogas.

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LARGE CRUDE OIL CARRIERS

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Auto Gas:
AutoGas (LPG) is a clean, high octane, abundant and eco-friendly fuel. It is obtained from natural gas through fractionation and from crude oil through refining. It is a mixture of petroleum gases like propane and butane. The higher energy content in this fuel results in a 10% reduction of CO2 emission as compared to MS. AutoGas is a gas at atmospheric pressure and normal temperatures, but it can be liquefied when moderate pressure is applied or when the temperature is sufficiently reduced. This property makes the fuel an ideal energy source for a wide range of applications, as it can be easily condensed, packaged, stored and utilised. When the pressure is released, the liquid makes up about 250 times its volume as gas, so large amounts of energy can be stored and transported compactly.

The use of LPG as an automotive fuel has become legal in India with effect from April 24, 2000, albeit within the prescribed safety terms and conditions. Hitherto, the thousands of LPG vehicles running in various cities have been doing so illegally by using domestic LPG cylinders, a very unsafe practice. Using domestic LPG cylinders in automobiles is still illegal. The fuel is marketed by Indian Oil under the brand name Auto Gas .Indian Oil has setup 274 Auto LPG Dispensing Stations (ALDS) covering 150 cities across India. AutoGas impacts greenhouse emissions less than any other fossil fuel when measured through the total fuel cycle.

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ATF/Jet Fuel:
IndianOil Aviation Service is a leading aviation fuel solution provider in India and the mostpreferred supplier of jet fuel to major international and domestic airlines. Between one sunrise and the next, IndianOil Aviation Service refuels over 1500 flights from the bustling metros to the remote airports linking the vast Indian landscape, from the icy heights of Leh (the highest airport in the world at 10,682 ft) to the distant islands of Andaman & Nicobar. Jet fuel is a colorless, combustible, straight-run petroleum distillate liquid. Its principal uses are as jet engine fuel. The most common jet fuel worldwide is a kerosene-based fuel classified as JET A-1.The governing specifications in India are IS 1571: 2001 (7th Rev).

IndianOil is India's first ISO-9002 certified oil company conforming to stringent global quality requirements of aviation fuel storage & handling. IndianOil Aviation also caters to the fuel requirements of the Indian Defence Services, besides refueling VVIP flights at all the airports and remote heli-pads/heli-bases across the Indian subcontinent. IndianOil Aviation group regularly organises International Aviation conferences that act as a vital information facilitator with participation from leading international and all domestic airlines, allied industries, statutory aviation authorities and government agencies from over 35 countries.

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Bitumen:
Bitumen is a common binder used in road construction. It is principally obtained as a residual product in petroleum refineries after higher fractions like gas, petrol, kerosene and diesel, etc., are removed. Indian Standard Institution defines Bitumen as a black or dark brown noncrystalline soil or viscous material having adhesive properties derived from petroleum crude either by natural or by refinery processes. IndianOil produces bitumen from its refineries at Panipat, Mathura, Koyali, Haldia and Chennai and markets it in bulk as well as packed in steel drums. IndianOil also markets modified Bitumen CRMB and Emulsion. CRMB is produced at Panipat, Mathura Koyali, Haldia and CPCL refineries. IndianOil markets Bitumen Emulsion by the brand name Indemul and it is produced from emulsion plants located in Haldia and Panipat refineries. CRMB and Emulsion are available both in bulk as well as in packed drums.

General uses of Bitumen:

For civil engineering works

Constructions of roads, runways and platforms. Water proofing to prevent water seepage. Mastic floorings for factories and godowns. Canal lining to prevent erosion. Dump-proof courses for masonry. Tank foundation. Joint filling material for mason

Industries :

Electrical cables and junction boxes. In battery manufacture as sealing compound. Paint industries for manufacturing black paints and anti corrosive paints.

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Ceramics.

Diesel/Gas oil:
Petroleum derived diesel (called as petrodiesel) is a mixture of straight run product (150 C and 350 C) with varying amount of selected cracked distillates and is composed of saturated hydrocarbons (primarily paraffins including n , iso , and cycloparaffins), and aromatic hydrocarbons (including napthalenes and alkylbenzenes). Diesel is used in diesel engines, a type of internal combustion engine. Rudolf Diesel originally designed the diesel engine to use coal dust as a fuel, but oil proved more effective. Diesel engines are used in cars, motorcycles, boats and locomotives. Automotive diesel fuel serves to power trains, buses, trucks, and automobiles, to run construction, petroleum drilling and other off-road equipment and to be the prime mover in a wide range of power generation & pumping applications. The diesel engine is high compression, self-ignition engine. Fuel is ignited by the heat of high compression and no spark plug is used. The Indian Standard governing the properties of diesel fuels is IS 1460:2005 (5th Rev). Important characteristics are ignition characteristics, handling at low temperature, flash point. Diesel fuel often contains higher quantities of sulphur. In India , emission standards (equivalent to Euro II, Euro III, Euro IV) have necessitated oil refineries to dramatically reduce the level of sulphur in diesel in view of the auto fuel policy brought in force by Govt of India. BIS has brought out specification for "Diesel with 5% Biodiesel" that may be marketed in near future.

XTRAMILE:
IndianOils XTRAMILE Super Diesel, the leader in the branded diesel segment, is blended with world-class multi-functional fuel additives. Commercial vehicle owners choose XTRAMILE because they see a clear value benefit in terms of superior mileage, lower maintenance costs and improved engine protection. A growing section of customers who own diesel automobiles, both in the lifestyle and passenger category, prefer XTRAMILE as a fuel for its added and

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enhanced performance. XTRAMILE has brought in a huge savings in the high mileage commercial vehicles segment.

Bulk/Industrial Fuels:

In the large volume consumer segment, IndianOil's provides complete Fuel Management Solutions to customers who require fuels in bulk and have dedicated facilities for storage and handling. These customers benefit from IndianOil's efficient sourcing and supplies matched to their usage patterns and inventory. The ptimization on and ptimization of supplies is especially relevant in the light of high-energy input costs in the recent past, which is expected to continue in the future too. IndianOil's tankages are strategically located across the country and are customdesigned to maintain low-cost supplies that can be rapidly transported through a sophisticated supply-chain management system. Whether it is an immediate need, a long-term supply contract or even setting up dedicated storage and handling facilities at your premises, IndianOil's network is at your service. IndianOil's marketing operations network of storage, distribution and supply hubs is backed by on-time logistics and round-the-clock after-sales service. Many institutional customers like the railways, steel plants, thermal power plants, textile mills, power plants, state transport undertakings, large corporates and fleet & logistics companies tie-up for long-term contracts backed by IndianOil's comprehensive fuel & lubricants consultancy-a formidable expertise that IndianOil has built over nearly five decades of working with a cross-section of customers from a

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wide-range of industrial sectors. IndianOil's bulk liquid fuel supply covers the complete gamut of fuels-Auto fuels, Light Diesel Oil, Low Sulphur Heavy Stock, Special Products and much more.

Indane Gas :
Indane is today one of the largest packed-LPG brands in the world and has been conferred the coveted Consumer Superbrand status by the Super brands Council of India. Having launched LPG marketing in the mid-60s, IndianOil has been credited with bringing about a kitchen revolution, spreading warmth and cheer in millions of households with the Introduction of the clean and efficient cooking fuel. It has led to a substantial improvement in the health of women, especially in rural areas by replacing smoky and unhealthy chulha. Indane is today an ideal fuel for modern kitchens, synonymous with safety, reliability and convenience. With the status of an exclusive business vertical within the Corporation, the Indane network delivers 1.2 million cylinders a day to the doorsteps of over 53 million households, making IndianOil the second largest marketer of LPG globally, after SHV Gas of The Netherlands. Indane is available in compact 5 kg cylinders for rural, hilly and inaccessible areas, 14.2 kg cylinders for domestic use, and 19 kg and 47.5 kg for commercial and industrial use.

LPG is a blend of Butane and Propane readily liquefied under moderate pressure. LPG vapour is heavier than air; thus it normally settles down in low-lying places. Since LPG has only a faint scent, a mercaptan odorant is added to help in its detection. In the event of an LPG leak, the

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vapourisation of liquid cools the atmosphere and condenses the water vapour contained in it to form a whitish fog, which is easy to observe. LPG in fairly large concentrations displaces oxygen leading to a nauseous or suffocating feeling. Suraksha LPG hose, flame retardant aprons and energy efficient Green Label stoves are recommended to enhance safety measures while using LPG as cooking fuel.

To prevent diversion, the Indane brand is being backed by RFID technology, a new concept that helps track the movement of LPG cylinders. Initial trials are currently going on, after which it will be implemented on a countrywide basis.

SERVO lubricants & greases:

Indian Oils SERVO is the brand leader among lubricants and greases in India and has been conferred the Consumer Super brand status by the Super brands Council of India. With over 500 commercial grades and 1,500 formulations encompassing literally every conceivable application, SERVO serves as a one-stop shop for complete lubrication solutions in the automotive, industrial and marine segments. Recognised for cutting-edge technology and high-quality products, SERVO is backed by IndianOil's world-class R&D and an extensive blending and distribution network.

SERVOXPRESS:
Vehicle servicing centres are one-stop shops for quick, easy and convenient auto care, offering a refreshing experience to motorists. Opened in convenient locations like malls, petrol pumps or as

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stand-alone units, SERVOXPRESS stations have facilities for engine oil change, tyre & battery check-upstairs-conditioner service, vacuum cleaning, perfuming,upholstery cleaning, polishing.

Servo Orchard Spray Oil:

This Oil is blended from high quality base stock especially for protection of apple trees from San Jose scale. The oil is sprayed in the form of oil-in-water emulsion on apple orchards during the months of December / January when the ambient temperature is around 3 to 40C. The emulsion dissolves the waxy protective shield of the insect and the oil film envelops it thereby killing the insect by cutting off its air supply. It can be used for protection of eucalyptus, cinchona etc. The oil does not have any toxic influence and is approved by Fruit Research Station, Shalimar.

Servo Rubber Spray Oil;

This Oil is a low viscosity product developed for use in rubber plantations. This oil has an excellent solvency power with copper oxychloride for spray on rubber plantations to combat the severe attack of fungus PHYTOPHTHORA which leads to abnormal leaf fall affecting the vitality of the trees and resulting in loss of latex yield. The mixture of oil and copper oxychloride is applied either by mini micron sprayers or aerial spraying. The spreading characteristics of the oil enable the copper particles to readily and uniformly distribute on the leaf surfaces and leaf stalks and at the same time not permitting copper to be easily washed out. It is approved by Rubber Research Institute of India, Kottayam.

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Automotive Greases Servo Grease:

Servo Grease C is calcium-base grease with extreme pressure properties. It resists water washout. It is recommended for general chassis lubrication including suspension and steering systems. It is also suitable for certain open and semi enclosed gears as well as chain drives of farm equipment. It is not recommended for high temperature applications due to its moderate drop point.

Servo Grease Wb:

Servo Grease WB is sodium base grease which gives excellent performance even when subjected to extremely heavy shear. This grease maintains its structural stability over long service and withstands excessive churning effectively.It is recommended for wheel bearings and various other automotive grease applications which are not exposed to moisture. It meets IS:10647:1983.

Servo Grease Mp:

Servo Grease MP is premium quality lithium base grease having a high drop point and good thermal and structural stability. It has high degree of resistance to oxidation and provides protection against rusting and corrosion. It is excellent multipurpose grease suitable for all automotive grease applications. It meets IS: 12203:1987.

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Soluble Cutting Oils

Servocut: Servocut S forms a milky emulsion with water and contains rust inhibitor to impart anti-rust, anti-corrosion properties and a biocide to prevent bacterial growth in the emulsion. This oil has superior cooling and lubricating properties which impart excellent surface finish and minimises tool wear. It is used in concentration of 5% and for grinding, more dilute emulsions are recommended. For stable emulsion oil should be added to water. It meets BIS: 1115 1986 specification and is recommended for a variety of cutting operations on ferrous and non-ferrous metals.

Servo cut Super:

Servocut Super is a superior quality soluble type metal working fluid which forms stable milky white emulsion and provides longer emulsion life. It gives excellent surface finish and extended tool life. It meets superior performance level of IS: 1115-1986. The most common emulsion strength used for machining ranges from 5 to 10 percent depending on the severity of machining.

Marine Fuels & Lubricants:

IndianOil caters to all types of bunker fuels and lubricants required by various types of vessels operating throughout the world in the shipping industry. Bunker supplies are made at all major ports of India; Mumbai, Kandla, Vasco, Chennai, Tuticorin, Vizag, Cochin, New Mangalore, Kolkata, Paradeep, JNPT, Port Blair and Haldia. Apart from Indian Navy, whose 100% bunker requirement is met by IndianOil, it also supplies bunker fuels to all major shipping and dredging companies of India. Spot requirement of different vessels calling at Indian ports are met through nominations received from local shipping agents and international bunker traders/brokers. While IndianOil supplies Furnace Oil (FO) and High Flash High Speed Diesel (HFHSD) meeting stringent BIS specifications, it also offers the entire range of SERVO brand marine grade lubricants.

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Petrol/Gasoline:
Automotive gasoline and gasoline-oxygenate blends are used in internal combustion sparkignition engines. These spark ignition engine fuels are primarily used for passenger cars. They are also used in off-highway utility vans, farm machinery and in other spark ignition engines employed in a variety of service applications. Gasoline is a complex mixture of relatively volatile hydrocarbons that vary widely in chemical & physical properties and are derived from fractional distillation of crude petroleum with a further treatment mainly in terms of improvement of its octane rating. An oxygenate is an oxygen-containing, ashless organic compound (such as an alcohol or ether) which can be used as a fuel or fuel supplement. Motor gasoline is sold at retail outlets where it is directly delivered into the automobile tank. In view of the auto fuel policy issued by Govt of India, more & more stringent specifications (equivalent to Euro II, Euro III, Euro IV) are being made applicable for the gasolines being marketed in India. This has led to reduction of environmentally polluting factors in gasoline.

XTRAPREMIUM:
Indian Oils XTRAPREMIUM is Indias leading branded petrol boosted with new-generation multifunctional additives known as friction busters that prevent deposition in the combustion chamber. XTRAPREMIUM is custom-designed to deliver higher mileage, more power, better pick-up, faster acceleration, enhanced engine cleanliness and lower emissions.

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Petrochemicals:
India is amongst the fastest growing petrochemicals markets in the world. Taking this into consideration and to enhance its downstream integration, IndianOil is focusing on increasing its presence in the domestic petrochemicals sector besides the overseas markets through systematic expansion of customer base and innovative supply logistics. Petrochemicals have been identified as a prime driver of future growth by IndianOil. The Corporation is envisaging an investment of Rs 30,000 crore in the petrochemicals business in the next few years. These projects will utilise product streams from the existing refineries of IndianOil, thereby achieving better exploitation of the hydrocarbon value chain.

Kerosene:
Kerosenes are distillate fractions of crude oil in the boiling range of 150-250C. They are treated mainly for reducing aromatic content to increase their smoke point (height of a smokeless flame) and hydrofining to reduce sulphur content and to improve odour, colour & burning qualities (char value). Kerosene is used as a domestic fuel for heating / lighting and also for manufacture of insecticides/herbicides/fungicides to control pest, weeds and fungi. Since kerosene is less volatile than gasoline, increase in its evaporation rate in domestic burners is achieved by increasing surface area of the oil to be burned and by increasing its temperature. The two types of burners which achieve this fall into two categories namely vaporisers & atomisers.

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Crude oil:
Crude oil - as petroleum directly out of the ground is called - is a remarkably varied substance, both in its use and composition. Crude oil is formed from the preserved remains of prehistoric zooplankton and algae, which have been settled to the sea (or lake) bottom in large quantities under anoxic conditions. It was formed over millions of years from the remains of tiny aquatic plants and animals that lived in ancient seas due to compression and heating of ancient organic materials over geological time. The oldest oil-bearing rocks date back to more than 600 million years, the youngest being as old as about 1 million years Although various types of hydrocarbons - molecules made of hydrogen and carbon atoms - form the basis of all crude oils, they differ in their configurations. The chemical structure of petroleum is composed of hydrocarbon chains of different lengths. Because of this, petroleum may be taken to oil refineries and the hydrocarbon chemicals separated by distillation and treated by other chemical processes, to be used for a variety of purposes. It can be a straw-colored liquid or tar-black solid. Red, green and brown hues are not uncommon.

Liquefied Petroleum Gas (LPG):

Indane is today one of the largest packed-LPG brands in the world. IndianOil pioneered the launch of LPG in India in the 1970s and transformed the lives of millions of people with the introduction of the clean, efficient and safe cooking fuel. LPG also led to a substantial improvement in the health of women in rural areas by replacing smoky and unhealthy chullahs with Indane. It is today a fuel synonymous with safety, reliability and convenience. LPG is a blend of Butane and Propane readily liquefied under moderate pressure. LPG vapour is heavier than air; thus it normally settles down in low-lying places. Since LPG has only a faint scent, a mercaptan odorant is added to help in its detection.

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Non Fuel Products

For the benefit of the customers, Indian Oil is promoting Energy efficient LPG stoves, Higher safety & longer life Suraksha LPG hose, Portable Fire Extinguishers, Fire Retardant Suraksha Kitchen Apron, Flame type LP Gas Lighters, Kitchenware etc through Indane Distributors at reasonable price. Indane Non Fuel Products Web (NFP) portal is designed to facilitate Indane distributors to indent their Non Fuel product requirement

Objectives & Obligations:

To serve the national interests in oil and related sectors in accordance and consistent with Government policies. To ensure maintenance of continuous and smooth supplies of petroleum products by way of crude oil refining, transportation and marketing activities and to provide appropriate assistance to consumers to conserve and use petroleum products efficiently. To enhance the country's self-sufficiency in crude oil refining and build expertise in laying of crude oil and petroleum product pipelines. To further enhance marketing infrastructure and reseller network for providing assured service to customers throughout the country. To create a strong research & development base in refinery processes, product formulations, pipeline transportation and alternative fuels with a view to minimizing/eliminating imports and to have next generation products. To optimise utilisation of refining capacity and maximize distillate yield and gross refining margin.

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To maximise utilisation of the existing facilities for improving efficiency and increasing productivity.

To minimise fuel consumption and hydrocarbon loss in refineries and stock loss in marketing operations to effect energy conservation. To earn a reasonable rate of return on investment. To avail of all viable opportunities, both national and global, arising out of the Government of Indias policy of liberalisation and reforms. To achieve higher growth through mergers, acquisitions, integration and diversification by harnessing new business opportunities in oil exploration & production, petrochemicals, natural gas and downstream opportunities overseas. To inculcate strong core values among the employees and continuously update skill sets for full exploitation of the new business opportunities. To develop operational synergies with subsidiaries and joint ventures and continuously engage across the hydrocarbon value chain for the benefit of society at large.

Obligations:

Towards customers and dealers:- To provide prompt, courteous and efficient service and quality products at competitive prices.

Towards suppliers:- To ensure prompt dealings with integrity, impartiality and courtesy and help promote ancillary industries.

Towards employees:- To develop their capabilities and facilitate their advancement through appropriate training and career planning. To have fair dealings with recognised representatives of employees in pursuance of healthy industrial relations practices and sound personnel policies.

Towards community:- To develop techno-economically viable and environmentfriendly products. To maintain the highest standards in respect of safety, environment protection and occupational health at all production units.

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Towards Defence Services:- To maintain adequate supplies to Defence and other para-military services during normal as well as emergency situations.

Financial Objectives:

To ensure adequate return on the capital employed and maintain a reasonable annual dividend on equity capital. To ensure maximum economy in expenditure. To manage and operate all facilities in an efficient manner so as to generate adequate internal resources to meet revenue cost and requirements for project investment, without budgetary support. To develop long-term corporate plans to provide for adequate growth of the Corporations business. To reduce the cost of production of petroleum products by means of systematic cost control measures and thereby sustain market leadership through cost competitiveness. To complete all planned projects within the scheduled time and approved cost.

Interface:
Do you have a comment about the IndianOil website, or of its brands and services? Mail us using the contact information of relevant people provided here. This will help us respond to you quickly and accurately. IndianOil has a vast network of LPG distributors and retail outlets.Find a distributor or a petrol pump nearest to you by accessing our list of LPG distributors and petrol pumps. The Ministry of Petroleum & Natural Gas has permitted IndianOil to charter ships for its own oil import. To know more about the procedures followed by IndianOil, visit the Ship Chartering section.

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AUTOMATED UNIFIED SYSTEM (AUS) OF REFILL BOOKING FOR INDANE GAS CYLINDER.

1. IVRS. 2. WEB. 3. SMS.

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OBJECTIVE OF THE STUDY

The present research endeavor was masterminded with the following objectives: To provide better service to the customer To focus on various activities of the organization in terms of operating and marketing. To build customer value. To aware the customer about AUS. (IVRS, WEB, SMS) refill booking procedure of Indane gas cylinder. To know the problem of customer as well as dealer related to AUS of refill booking of Indane gas cylinder. To aware customer of Indane about the services given to him by IOCL. To aware the customers of Preferred Time Delivery Service. To offer suitable suggestions for improving the services given to the customer.

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In every heart... in every part

RESEARCH METHODOLOGY

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RESEARCH OBJECTIVES:
The objective of the research is to find the awareness of the customers towards Automated Unified System of refill booking and to know the satisfaction level & complaints of customers who are aware of this procedure

PRELIMINARY INVESTIGATON:
After getting through of the research objective I go through step of the preliminary investigation to find out the necessary information to fill out the objectives of the study.

RESEARCH DESIGN:
The basic step of any research is to find out the problem of the company, the problem may be inside in the company or outside of the company. Well Defined problem is half solved. The researcher has defined the problem of the organization which is converted in to the study topic.

SIZE & AREA OF THE REPRESENTATIVE SAMPLE

The size of the sample is 70 Area of study is Noida, UP METHOD OF SELECTING REPRESENTATIVE SAMPLE The method of representative samples will be based on judgments and convenience.

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DATA COLLECTION:
Primary Data: The data was collected by means of questionnaire filled in by the Indane customers of Noida, U.P. The purpose and objective of this method is to study and finds out that how far customers are satisfied by new booking procedure. The primary data was also collected by interviewing the office personnel of gas agencies. The data of customers taken from companys files & records. Secondary Data: The secondary data was collected and gathered from the other sources such as books reviews, library, journal, company manuals, directors report, company statement, company record & internet etc.

SAMPLING PROCEDURE
Random Sampling was carried out because from a finite population refer to that method of sample selection which gives each of possible sample of combination an equal probability of being picked up and each item in the entire population to have an equal chance of being included in the sample.

The Methodology adapted for the study includes in the following steps: Discussion with the customer relations department of the company to get general information about the customers.

Collection of data from Marketing manager and executive of the company. Collection of data from primary sources, i.e. questionnaire Collection of data from secondary sources, journal, company records.

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Detailed analysis of the project report available in the company and also the annual report.

DATA ANALYSIS AND INTERPRETATION

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Awareness of Automated Unified System (AUS) For Gas Booking

Out of 70 respondents 89 % are aware and 11 % were unaware of automated unified system for gas booking.

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Source of Awareness about AUS (IVRS, WEB, SMS, FWP)

Out of 62 respondents 73 % were aware from dealer, 19 % were aware from word of mouth, 5 % were aware through internet and 3 % were aware through media about Automated Unified System for gas booking.

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Period of Booking Indane cylinder.

Out of 62 respondents 17 % consumers book gas once in two weeks, 80 % book gas once in a month and 3 % book gas more than that.

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Most Appealing & Satisfactory Service under AUS while booking cylinder.

Out of 62 respondents 31 % of consumers prefer IVRS booking, 23 % prefer WEB booking, 32 % prefer SMS booking and 14 % prefer FWP booking of gas cylinder.

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Customer Registration through AUS.

27%

Yes 73% No

Out of 62 respondents 73 % of consumers registered conveniently and 27 % consumers not registered conveniently through AUS.

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Gas Booking Through AUS.

25%

Yes 75% No

Out of 62 respondents 75 % of consumers gas booked conveniently and 25 % consumers gas not booked conveniently through AUS.

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Confirmation Message after Booking through AUS.

Out of 62 respondents 58 % of consumers gas booked conveniently and 42 % consumers gas not booked conveniently through AUS.

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Satisfaction with IVRS (Interactive Voice Response System)

Out of 62 respondents 45 % of consumers are satisfied, 28% not satisfied with IVRS service and 27 % have not tried.

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Satisfaction with SMS Gas Booking System

47%

43% Yes No Not tried 10%

Out of 62 respondents 43 % of consumers are satisfied, 10% are not satisfied with SMS gas booking service and rest 47% have not tried.

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Satisfaction with WEB Gas Booking System

Out of 62 respondents 23 % of consumers satisfied with WEB booking system, 8% are not satisfied & rest 69% have not tried yet.

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Opinion about Positive Points of AUS.

40%

36% Convenient Tim saver e 24*7 Service 24%

Out of 62 respondents 36 % of consumers opinion that AUS. is convenient 24% thinks it is time saving system and 40% like because of 24 hr. Service.

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Delivery on Time Performance

2% 5% 19% Highly Unsatisfied 43% 31% Unsatisfied Neutral Satisfied Highly Satisfied

Out of 62 respondents 2% of customers are highly unsatisfied,19% are unsatisfied,31% are neutral,43%are satisfied and 5% are highly satisfied with delivery on time performance.

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Complaints Regarding AUS. Satisfactorily Solved By the Dealer.

45% 55%

Yes No

Out of 62 respondents 55% customer respond that complaints regarding AUS are satisfactorily solved by dealer and 45% respond that complaints are not solved by the dealer regarding AUS.

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CUSTOMER SATISFACTION THROUGH DIFFERENT METHODS OF BOOKING.

30 25 20 15 10 5 0 IVRS SMS WEB 3 FWP 14 28 27

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RESULT DISSCUSSION

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FINDINGS:
Attracting and retaining customers is very important. I think company must focus on the attracting customers. There are very few people who are not aware about automated unified system of refill booking. Illiterate or senior citizens are not able to use this procedure of refill booking. Most of the customers are get aware about AUS through dealers. IVRS & SMS service is preferred mostly by the customers for booking cylinder. Mostly Customers dont get confirmation message after booking gas through SMS. Customers using WEB service are facing the problem of abbreviations used in the website. In IVRS Customer facing the problem that the call has been received but there would no reply. Some of the customers are not able register because of prefix added before there consumer no. like some of the consumer numbers of aghnihotri is merged in mithila gas agency so there consumer no. is starting from prefix A which creates a problem in registration through IVRS. Some customers who booked the gas through IVRS, WEB, SMS and get booking confirmation then also after few days when they dont get delivery. They come to know from agency that either the data is not received by agency or their booking has been cancelled. Customer wants that manual booking should remain continued till this system would become by zero errors. Tenants customers are facing a problem of registration due to same address. One of the most important problem is that the customers whose booking get cancelled will not able to book again before 21 days of the last booking.

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 Many customers are very much satisfied with this Automated system of gas booking as they it is very convenient and time saving procedure by which they can book refill anytime from anywhere.

RECOMMENDATIONS:
After study I recommended that there should be more advertisements about various booking techniques launched many customers who are illiterate dont know the procedure how to book refill through IVRS, WEB, SMS. In my area of study i.e. Noida I have tried my best to create awareness about new techniques of booking which is comparatively new to the existing ones and tried to recommend better solutions for the betterment of booking services. In my study I found many customers preferred IVRS, SMS. WEB booking is not preferred because of some lack of resources like, computer, internet connection etc, and some are not known about how to book promotional skills. The new services of booking provided to the consumers it is just that it need to be implemented just having the services will not help consumers so, organization has to look over it. The number 9911554411 for booking refill should become toll free because many customers get their call wasted in dialing again & again and some are not able to book refill and call is discarded by the system. Phone numbers for booking should be more than one because many customers facing a problem that the number is busy. There is lack of technical assistance for the consumers who are having complaints regarding Automated Unified System so, some technical assistance service provided to the consumers which are having issues related to AUS. refill by WEB system which shows lack of marketing and

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I strongly recommend the organization to take steps in educating the consumers who are illiterate and senior citizen about the procedure of refill booking through Automated Unified System and this service of booking is very convenient so, it should be launched in every part of the country including rural areas.

LIMITATIONS OF THE STUDY:

Even though every effort has been done to minimize the variations and present a factual picture with the help of statistical methods, but still contain certain loopholes, which can be discussed as: The survey is subjected to the bias and prejudices of the respondents. Hence 100% accuracy cant be assured The researcher was carried out in a short span of time, where in the researcher could not widen the study. The study could not be generalized due to the fact that researcher adapted personal interview method Peoples are not cooperative & willing to respond properly, specially people with the rural mindset

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CONCLUSION

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CONCLUSION:
The most important point bear in mind when considering AUS procedure for refill booking is that there are many positive aspects like it is a convenient and time saving procedure of booking by which consumer can book their refill anytime from anywhere that makes customer satisfied because has not to go gas agency to booked the refill So, after the analysis of data it was found that the procedure of booking is very helpful to the consumer as well as to the organization as it can control the bookings & able to stop black marketing of cylinders.

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REFERENCE:
Books: 1. Kothari CR, Research Methodology New Age publication, Newdelhi, 2010. 2. Chabra T.N, Marketing Management, 2010.

Websites: 1. http://www.iocl.com/AboutUs/profile.aspx 2. http://www.citemarketing.com 3. http://www.iocl.com/AboutUs/Vision.aspx 4. http://www.fuel4arts.com 5. http://www.google.com.

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APPENDIX

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QUESTIONNAIRE
Dear sir/mam, I am doing summer training on the topic job satisfaction in HR branch from IOCL for the partial fulfillment of MBA degree. So far that I need your suggestion so kindly give your views on the following..

Consumer Name: Contact No. Address : :

Consumer No.

Gas Agency Name :

Gender Age Qualification

: : :

Male

Female 20-40

40-60 Above 60

Below 20

Q1. Are you aware of Automated Unified System (AUS) for gas booking? Yes No

Q2. How did you come to know about AUS (IVRS, WEB, SMS, FWP)? Dealer Word of Mouth Internet Advertising/Media

Other, please specify:

Q3. .How often you refill your Indane cylinder?

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Once a week

Once in Two weeks

Once in a month

More than that

Q4. Which service under AUS you find most appealing and satisfactory while booking Cylinder? IVRS WEB SMS FWP

Q5. Is The Customer registration done conveniently through AUS? Yes No

Q6. Is the gas booked conveniently through Automated Unified System (AUS)? Yes No

Q7. Do you receive all confirmation messages after booking through AUS. ? Yes No

Q8. Are you satisfied with IVRS (Interactive Voice Response System)? Yes No Not Tried

* If No support your reason:

Q9. Are you satisfied with SMS. gas booking system ? Yes No Not Tried

*If No support your reason:

Q10. Are you satisfied with WEB Gas booking system? Yes No Not Tried

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*If No support your reason:

Q11. In your opinion what are the positive points of AUS System? Convenient Time saver 24*7 service

Other, please specify:

Q12. On the scale of 1-5, how would you rate our delivery on time performance and our Commitment to meet your delivery expectation? Highly Unsatisfied 1 Unsatisfied 2 Neutral 3 Satisfied 4 Highly Satisfied 5

Q13. Complaints regarding AUS. Are satisfactorily solved by the dealer? Yes No

Q14. What would you suggest in order for us to improve Automated Unified System (AUS.)

Date:

Signature:

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