This document outlines a proposed project called "Project Smile" which aims to provide customers with hassle-free electricity connections directly to their homes. The objectives of the project are to deliver quality power, grievance-free services, seamless customer interactions, and prevent accidents through customer education. It proposes outsourcing various connection processes to registered agencies and individual contractors. The focus is on streamlining work processes to reduce complexity and costs for customers while improving internal strengths and customer benefits. Flexible payment systems and inventory management are discussed to incentivize contractors' work. The best execution is seen as deploying the right talent, performance management, clear goals, and practical yet innovative approaches.

1. Project “smile”
Life time bond
with electricity.

2. Vision
To facilitate each
customer hassle free
electricity connection at
his door step.

3. a) Each consumer is precious for
the existence of the organization.
b) Each family of this State
should be registered consumer
of electricity by April,’2012.

4. Object
I . Quality power at door step.
Ii . Grievance free services.
Iii . Seamless interpersonal
relationship
Iv . Prevention of any untoward
accident by customer education.

5. Future scenario after project smile:-
120
100
80
60
40
20 Project smile
0 Current status
Previous status

6. How it will work?
We concentrate on lean work process by
developing concept on:-
I . Areas of elimination.
ii. Areas of adding unique value.
iii. Areas of reducing complexity.
iv. Areas of redefining/reengineering.

7. Area of activity that to be rendered
outsourced:-
i. Sale of application
ii. Filling of applications
iii. Verification of forms
iv. Earnest money application from CFO
v. Money deposition
vi. Inspection/osd information to office
vii. Quotation receipt from CFO
viii. Service line status inspection .
ix. Receipt of E/O from CFO after signature of Station Manager.
x. Persuasion to Contractor for connection.
xi. Issue /entry of meter number at CFO and installation at the premises with
thanks letter.
xii. Preparation of Master Card by CFO
xiii. Blue card preparation by Courier with intimation to the agency for information to
the customer.

8. Who can do this?
a) Registered agency like post office agent who is
the one stop solution for its customer and
mobilizes the process of deposit scheme.
b) Every complete transaction will cost Rs.50/- to
the company whereas at present the customer
pays premium to touts @ Rs. 100 to Rs. 400 for
application after excluding other costs up to
installation of meter i.e. total cost has been
assessed @ Rs.800 to Rs.1000/- to the customer.

9. Who can be an Electricity
customer care executive?
a) Criteria shall be of like Self-help at Rural and NGO
or individual who can work on unit rate contract
basis.
b) No fixed salary. All have to pass one examination
and should participate in training programme for
this job.
c) Exclusive registration for each worker with
security money deposition.
d)Quality of executive shall be the first criteria. Who
can travel extensively/communicate and be a
trouble shooter.

10. What WBSEDCL has to do?
a) Whole hearted support of Management.
b)Ensuring hassle free bill payment to the
agencies.
c)Effective grievance redressal system for
agencies.
d)Focus based action.
e) Flexibly in work process.

11. Concentration point
My Focus shall be terminal value for
improving the internal strength of
WBSEDCL Whereas the instrumental
value shall be excellent benefit to the
door step of the customer.

12. Flexible work process
It means financial implications to agencies:-
i. Work and reward should go hand in hand.
ii. Selected contractors should be linked with
registered agencies.
iii. Turn key should be specified with who and
how.
iv. “But if” and “fence sitters” should be
allowed to participate with star performers.

13. i. Pending payment status and proposed
payment to contractor working on
single point connection.
120
100
80 Erection work
60 Outsourcing work
40
New connection
20 work(proposed)
0
Category A Category B

14. How this can be ascertained:-
i. Cash must be highlighted with assurance
of payment.
ii. Payment must start with “0” base point of
pending at beginning and 15 days criteria
shall be the success point of Division.
iii. Break-even of payment shall be the
utmost performance point.

15. Inventory system:-
i. Throughput is to be ascertained with
assessment of each connection through
ERP.
ii. Work in process is the contractors part
and their payment should be based on
expenditure incurred.
iii. Inventory should be lean, if turn key is
the procedure.

16. Best way of execution
a) Deploy right talent at right job.
b) Ascertain performance management
c) Focus on right goal and setting accurate
direction.
d) Every practical execution has its own
theory point. Therefore, interesting story
always has great practical outcome.

17. Instead of directionless growth
approach we need more
innovativeness and systematic
measured progress.
Organizational growth on high cost
and inefficiency makes no sense.

18. Thank you
For you incredible patience.