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e-Urja Oracle 11i End to End Implementation

CRM Standard Operating Procedures

Gujarat Urja Vikas Nigam Limited

Version 1.1April 2012

CRM – Standard Operating Procedures DISCOM

Statement of Confidentiality

This is a controlled document. Unauthorised access, copying, replication or usage for a purpose other than for which it is intended, are prohibited.

All trademarks that appear in the document have been used for identification purposes only and belong to their respective companies.

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Document Revision ListCustomer: Gujarat Urja Vikas Nigam Limited

Project: e-Urja Oracle 11i End to End Implementation

Release Notice Reference (for release)

Revision number

Revision date

Revision description

Page

number

Previous page number

Action taken

Addenda/New page

Release notice

reference

1.1 Apr-12 Incorporated changes for support phase

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Abbreviation and AcronymsAbbreviation Description(B) Button(M) MenuMGVCL Madhya Gujarat Vij Company LimitedPGVCL Pachim Gujarat Vij Company LimitedDGVCL Dakshin Gujarat Vij Company LimitedDGVCL Uttar Gujarat Vij Company LimitedOracle Apps or Apps Oracle Applications TCS Tata Consultancy ServicesSDO Sub Division OfficeDO Division OfficeCO Circle OfficeHO Corporate OfficeJE Junior EngineerDE Deputy EngineerEE Executive EngineerDFF Descriptive Flex FieldLOV List of ValuesTS Technical SanctionMR Material Requisition/Move OrderSub WO Sub Work OrderWO Work OrderSR Service RequestDOP Delegation of Power

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Table of Contents

NEW CONNECTION LT 10

SOP: CRM 01: CONTACT CENTER 10

SOP: CRM 02: CREATE SERVICE REQUEST 12

SOP: CRM 03: CREATING A TASKS 13

SOP: CRM 04: APPLICATION ENTRY 15

SOP: CRM 05: DOCUMENT DETAILS 17

SOP: CRM 06: REGISTRATION CHARGES FOR NEW CONNECTION 18

SOP: CRM 07: COLLECTION OF REGISTRATION CHARGES 19

SOP: CRM 08: SITE SURVEY 22

SOP: CRM 09: PREPARE ESTIMATE 24

GROUP CONNECTION IND/LIGHTING 26

SOP: CRM 10: CONTACT CENTER 26

SOP: CRM 11: CREATE SERVICE REQUEST 27

SOP: CRM 12: CREATING A TASKS 28

SOP: CRM 13: GROUP COMBINE 29

SOP: CRM 14: ESTIMATE APPROVAL 30


SOP: CRM 15: FIRM QUOTATION31

SOP: CRM 16: COLLECTION OF FIRM QUOTATION AMOUNT 32


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SOP: CRM 17: MATERIAL REQUISTION 35

SOP: CRM 18: SUB WORK ORDER CREATION 38

SOP: CRM 19: APPROVING SUB WORK ORDER 39

SOP: CRM 20: INSTALL 40

SOP: CRM 21: INTIMATION 41

SOP: CRM 22: MATERIAL RETURN 42

SOP: CRM 23: RECEIPT OF THE SERVICE ITEMS 44

SOP: CRM 24: RECEVING TRANSACTION OF THE SERVICE ITEMS 45

SOP: CRM 25: SITE INSPECTION 46

SOP: CRM 26: COLLECTION OF BILL FINALIZATION AMOUNT 48


SOP: CRM 27: AGREEMENT (Only For LT Industrial Group Connection with 51

Lighting-Industrial task template) 51

SOP: CRM 28: SUBMIT 52

SOP: CRM 29: INFORM TO CUSTOMER 53

SOP: CRM 30: TEST REPORT CHARGES 54

SOP: CRM 31: COLLECTION OF TEST REPORT CHARGES 55

SOP: CRM 32: METER ISSUE 58

SOP: CRM 33: RELEASE CONNECTION 59

SOP: CRM 34: ACCOUNT GENERATION 60

SOP: CRM 35: CHECK 61

SOP: CRM 36: LT CONSUMER FORM 62

SOP: CRM 37: CLOSING SERVICE REQUEST 63Confidential 6



SOP: CRM 38: CLOSING SERVICE REQUEST 64

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NEW CONNECTION LT

SOP: CRM 01: CONTACT CENTER

Purpose

Contact Center is used to record Consumer Information master which will be attached with him till he is associated with that company. Information which are captured in Contact Center are Name, Phone No, Email and Address of an Consumer. Once it is created in the system, user can enter other details of Addresses, Contact Points etc.

Scope

This is a Consumer Master which will contains information about Name, Phone No, Email and Address of an Consumer. On Dashboard user will be able to see the complete information about the consumer like Applied Load, Connected Load, Class, Category, Phase, Meter Information, LT & HT and TC details with Open Work Orders, Billing Information etc.

Responsibility

At

Sub Division : JE

Input

Consumer Type as Person/Organization If Person then First Name, Middle Name, Last Name. If Organization then name of

the Organization Land Survey No, Building Type, Plot No, Block No, Flat No, Area Type, Area Code,

Sub Area Code, Description of Premises Address1, Address2, Address3, State, District, Taluka, City, Postal Code, Village

Census Code.

Navigation

Navigation Path: eUrja: Customer Support User Customer Management Contact Center

Procedure

LT Consumer are registered at Sub Division Office Click on the ‘Create’ Button available on the right side of the ‘Contact Center’ form.

This will open a new form ‘Create Customer’. Select the Type of the Prospective Consumer. It could be person or an organization. Enter the name of Person or the Organization. Click on the DFF to open the new form of ‘Party Information’ and add the relevant

information. Village/Area Code and Village/Area Sub Code will have to be selected from List of Values (LOV) which will be used for generation of. Permanent Consumer Number. After entering the details, click on “Ok” button.

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Add other information in the “Create Customer” form like Phone, email etc. Click on Address Details button to open a form for the address entry and add

Address1, Address2, Address3, State, District, Taluka, City, Postal Code, and Village Census Code.

After entering all the details, click on “Save” button. System will generate a unique number for that particular customer.

Output

A Temporary Consumer will be created in the system with Temporary Consumer Number/Account Number.

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SOP: CRM 02: CREATE SERVICE REQUEST

Purpose

Service Request is created to register a request of a consumer. For one consumer we can register one service request at a time.

Scope

Once the Service Request is generated, it will be generate the unique number which will be given to the consumer for future reference. It will be used for tracking the consumer request.

Responsibility

Sub Division : JE

Input

Consumer Name Service Request Type

Navigation

Navigation Path: eUrja: Customer Support User Service Requests > Create Service Request

Procedure

Select the consumer name from the LOV against the Consumer Name field which will automatically populate the number.

In this process, two child SRs of type ‘New Connection LT’ is to be created. One SR will be of Industrial category and other will be of Commercial category.

Select the Service Request Type as ‘New Connection LT’ from the LOV against the SR type field

After entering all the details, click on “Save” button. System will generate a unique Service Request Number.

Output

Service Request is generated for the Consumer Request. For one consumer we can register one service request at a time. This SR Number will be used to track the request of the consumer in future.

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SOP: CRM 03: CREATING A TASKS

Purpose

Tasks are the steps which will be required to be followed for the completion of that particular Request. User will have to follow one task after another task. For e.g. A1 Application entry is done then Registration charges task will come.

Scope

Once the task is created, users will have to follow the tasks step by step. User will not be allowed to go ahead unless and until last task is closed. In system user can create the task manually or can create a template which consists of various task which will be required to be followed for the completion of that Service Request. Once the entire tasks are closed, we can close the SR which means consumer request is closed.

Responsibility

Sub Division : JE

Input

Task Template Selection

Navigation

Navigation Path: eUrja: Customer Support User Service Requests > Create Service Request

Procedure

In Service Request form, go to Tasks tab. Click on Use Template button to select the template. This will open the ‘Create Tasks

from Template Group’ form. Select ‘LT Industrial Group Connection with lighting-Industrial’ task template

from the LOV against the Template Group for SR which will be of Industrial category. Select ‘LT Industrial Group Connection with lighting-Commercial’ task template

from the LOV against the Template Group for SR which will be of Commercial category.

Once you select template as Group Connection Process for a Industrial/Lightening for New Connection template and click on the ‘Create Tasks’ it will populate the entire tasks predefined for ‘Group Connection Process for a Industrial/Lightening for New Connection’.

Output

It will populate the entire tasks predefined for ‘Industrial Group Connection with lighting-Industrial’ and ‘LT Industrial Group Connection with lighting-Commercial’ task templates.

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SOP: CRM 04: APPLICATION ENTRY

Purpose

This form will be used to capture Class, Consumer Category, Phase, Schemes, Usage, Project Name, GPR/PPR category, proposed tariff, Industry Type, Combination Code, Cost Sheet Source, Appliance Name and Appliance Qty. This form will display total cooling load, heating load, lighting load and total load.

Scope

Filling of the A1 Application form as per the manual application form submitted by the consumer

Responsibility

Sub Division : JE

Input

Assignee Type, Assignee, Actual Start Date Consumer Category Usage Remarks Scheme Project Name GPR/PPR Category Proposed Tariff Combination Code Cost Sheet Source Appliance Details

Navigation

Navigation Path: Service Request Form Task Tab Select the Task ‘Application Entry’ Click ‘Task Dtls’ tab

Procedure

Select the task i.e. the Application Entry task in Task tab. Enter the Assignee Type, Assignee and Actual Start Date. Click on ‘Task Dtls’ tab which will open the ‘Consumer Appliance Form’ (A1

Application Form) Select the below mandatory information in the ‘Consumer Information Header’.

a. Consumer Categoryb. Usagec. Remarksd. Schemee. Project Namef. GPR/PPR Categoryg. Proposed Tariff

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h. Combination Codei. Cost Sheet Source

Select Load Name from the List of Values from Load Details and enter the Qty. Total Value will get automatically displayed once we click on Tab button.

Click on “Save” button, which will display the Lighting, Cooling, Heating and Total Load in Document Type Details.

Once all the detail has been entered click on “Close Task” button, to close the task of application entry. System will ask user about closing of the task. User will have to press Yes, No or Cancel button. If user presses Yes, then form will get closed and task will also get closed. If user presses No, then form will get closed and task will remain open. If user presses Cancel, then it will remain in the same form

Output

Data related to the consumer like Class, Category, etc will be captured in this form which will be used for further processing. Form and task will get closed.

SOP: CRM 05: DOCUMENT DETAILS

Purpose

Documents Checklist form is used to capture the documents which consumer has submitted with A1 Application form.

Scope

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To check the Documents submitted by the consumer

Responsibility

Sub Division : JE

Input

Assignee Type, Assignee, Actual Start Date Document Type Status Remark

Navigation

Navigation Path: Service Request Form Task Tab Select the Task ‘Document Details’ Click ‘Task Dtls’ tab

Procedure

Select the task i.e. the Document Details task in Task tab. Enter the Assignee Type, Assignee and Actual Start Date. Click on ‘Task Dtls’ tab which will open the ‘Document Checklist’. Select the Document Type from the List of Values. Select the Status whether which is used for checking whether some of the mandatory

document has been submitted or not. If submitted click on check box which will put a tick mark. If No then do not select the check box.

Remark is used for writing a comments of the users Click on “Save” button, which will save the data. Once all the detail has been entered click on “Close Task” button, to close the task

of Document Details. If user presses Yes, then form will get closed and task will also get closed. If user presses No, then form will get closed and task will remain open. If user presses Cancel, then it will remain in the same form

Output

Documents which are submitted with manual application form will get verified & checked and saved in the system. Form and task will get closed.

SOP: CRM 06: REGISTRATION CHARGES FOR NEW CONNECTION

Purpose

To take the registration charges for new connection from the consumer

Scope

Registration charges for new connection will be taken from the consumer

Responsibility

Sub Division : JEConfidential 14


Input

Assignee Type, Assignee, Actual Start Date

Navigation

Navigation Path: Service Request Form Task Tab Select the Task ‘Registration Charges for New Connection’ Click ‘Task Dtls’ tab

Procedure

Select the task i.e. the Registration Charges for New Connection’ task in Task tab.

Enter the Assignee Type, Assignee and Actual Start Date. Click on ‘Task Dtls’ tab which will open the ‘Charge Details’ form. It will display the

amount to be recovered from the consumer for the registration charges for the new connection.

Click on ‘Save’ button to save the data. Go to View menu and select the Request and run a report e-Urja – Application

Entry and issue it to the consumer. Enter the SR Number and Document Type in the parameters.

Take a printout of the report and issue a copy of it to the Consumer.

Output

It will display the amount of registration charges to be taken for the new connection.

SOP: CRM 07: COLLECTION OF REGISTRATION CHARGES

Purpose

To collect the registration charges for new connection from the consumer this was displayed at the time of registering of the application form.

Scope

Collection of the registration charges for new connection from the consumer

Responsibility

Sub Division : Cashier

InputConfidential 15


Receipt Type Payment Method Cash/Instrument No. Receipt Amount Activity Receipt Information in DFF SR No in DFF

Navigation

Navigation Path: Indian Local Receivables Receipts Receipts

Procedure

Select Receipt Type as Miscellaneous Select Payment Method as Cash Receipt. Enter Cash/Instrument No. This field is used for entering details of cash and cheque. Enter Receipt Amount. Click on Descriptive Flex Field which will open a new window of Receipt Information.

Select Transaction Name from List of Values as Reg Charges for New Connection. Select the Service request Number from List of Values. Click on the Full Amount. If amount entered in Receipt Amount does not match with the standard registration charges for the new connection amount then system will not accept the amount. If it matches, then system will put the value as ‘Y’.

Against the activity field in the Purpose region, select ‘Reg Charges for New Connection’ from the LOV

Click on ‘Save’ button to save the data.

Output

System will generate Document Number which is a Money Receipt Number. It is visible in the ‘More’ tab of the Receipt form.

Workflow notification will get launch to inform the SR Owner Task of ‘Reg charges for new connection’ will get closed GPR No will get generated

Workflow Notification

Navigation Path:

Navigation Path: eUrja: Customer Support Service Requests Workflow notification.

Responsibility

Sub Division : JE

Procedure

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Then select the where user will see the subject line as “Payment Against "Reg Charges for New Connection" for SR number "<SR Number>" has been received”. Once you click on the notification you will see the notification containing information about the payment made by the consumer.

Output

Workflow notification will display the information about the payment received from the consumer for registration charges for new connection.

Find Service Request

Navigation Path:

Navigation Path: eUrja: Customer Support Service Requests Find Service Requests

Responsibility

Sub Division : JE

Input

Service Request Number

Procedure

Enter the Service Request Number in Number Column. Click on Search button, which will display all the results based on the entered

parameter. Select any one of the result and click on Ok button, which will open a Service

Request form with data of that selected result. Once the Service Request is open, click on ‘Receipts’ tab which will open a form

Receipt window which will display information about the payment made by the consumer. GPR number will also get generated by the system which will also get viewed in this form.

Output

Receipt Information with GPR Number can be viewed by the user. Task of ‘Reg charges for new connection’ will get closed

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http://discomap.eurjadev.co.in:8008/OA_HTML/OA.jsp?OAFunc=FND_WFNTF_DETAILS&NtfId=143983&addBreadCrumb=Y&retainAM=Y&_ti=1466988603&oapc=4&oas=pOz-8_BpzYlnJNCNaD3IyQ..



SOP: CRM 08: SITE SURVEY

Purpose

To enter the site survey details like Transformer, Feeder, Sub Station, LT & HT Line details.

Scope

To capture the actual site survey information about the site where connection needs to be provided.

Responsibility

Sub Division : JE

Input

Assignee Type, Assignee, Actual Start Date Survey Category Length of LT Line Length of HT Line Area Code Sub Area Code Transformer Details Feeder Details Sub Station Details

Navigation

Navigation Path: Service Request Form Task Tab Select the Task ‘Site Survey’ Click ‘Task Dtls’ tabConfidential 18


Procedure

Select the task i.e. the Site Survey task in Task tab. Enter the Assignee Type, Assignee and Actual Start Date. Click on ‘Task Dtls’ tab which will open the ‘Check list for Site Survey’ form. Select the Survey Category from LOV. Survey category are A,B,C and D Select the Area Code which is mandatory for generation of Account

Number/Consumer Number. It will get populated if user had entered the data at the time of creation of the Consumer.

Select the Sub Area Code which is mandatory for generation of Account Number/Consumer Number. It will get populated if user had entered the data at the time of creation of the Consumer.

Manually enter the Length of LT Line Manually enter the Length of HT Line Enter the Transformer, Feeder and Sub Station details in Distribution Transformer,

Feeder Details and Sub Station Details respectively. Select value in Approval Workflow type field. By default it will be “Normal”, this is

for the Normal lighting connection and it will follow standard DOP. In case of Farm house connection, select “Farmhouse” here so that the DOP will be followed accordingly. Same way select “Underground cable” if Underground cable is to be used for providing the connection.

Click on ‘Save’ button to save the data. Once all the detail has been entered click on “Close Task” button, to close the task

of Document Details. If user presses Yes, then form will get closed and task will also get closed. If user presses No, then form will get closed and task will remain open. If user presses Cancel, then it will remain in the same form.

Go to View menu and select the Request and run a report e-Urja – Site Survey Check List for LT. Enter the SR Number in the parameters.

Take a printout of the report.

Output

Site Survey details will get captured which will be used for further processing. Form and task will get closed.

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SOP: CRM 09: PREPARE ESTIMATE

Purpose

It is used for the preparation of the estimate based on the application details and site survey details which will be further used for issuing a Firm Quotation to the consumer once estimate is approved.

Scope

We can prepare estimate considering all the combination of Consumer Category, Tariff, Load, Survey Category and Scheme.

Responsibility

Sub Division : JE

Input

Assignee Type, Assignee, Actual Start Date Group Items from the Cost Data Sheet.

Navigation

Navigation Path: Service Request Form Task Tab Select the Task ‘Prepare’ Click ‘Task Dtls’ tab

Procedure

Select the task i.e. the Prepare task in Task tab. Enter the Assignee Type, Assignee and Actual Start Date. Click on ‘Task Dtls’ tab which will open the ‘Reconciliation Form’ form. Transformer Information window will open once you click on Tab button.

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1. If C Category, User will have to select New Transformer Item Code and Old Transformer Item Code. Cost in INR and Capacity in KVA will be populated. The Transformer cost for C will be calculated.

2. If D Category, User will have to select New Transformer Item. Cost in INR and Capacity in KVA will be populated. The Transformer cost for D will be calculated.

Click on Close Window button which will Save, Close and calculate the cost borne by the consumer and cost borne by the company.

Security Deposit & Development Charges will get automatically populated. Click on the ‘Use Template’ button to select from standard bill of material which will

open Bill of Material form. Enter Group Code in the Group Details in the ‘Bill of Material’ form Click on Copy Details button will copy Group, Material and Labor item to

reconciliation form. Once the Group Item is copied, Consumer Total and Company Total value for the group will get calculated and displayed

User can change the quantity of the group level which will affect the consumer and company total and it will also affect the material and labor quantity.

After estimate has been prepared, click on Transfer Charges button to transfer the details to service request form.

Go to View menu and select the Request and run a report e-Urja – Estimate for Providing a Connection. Enter the SR Number in the parameters.


Output

Estimate will be prepared considering all the combination of Consumer Category, Tariff, Load, Survey Category and Scheme. Form and task will get closed.

Note : Follow the Steps from SOP: CRM 01 to SOP: CRM 09 for all the Consumer who are forming a group

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GROUP CONNECTION IND/LIGHTING

SOP: CRM 10: CONTACT CENTER

Purpose

Contact Center is used to create the Dummy Consumer in the system. Information which is captured in Contact Center is Name, and Address of a Consumer.

Scope

This will be used to create the dummy Consumer in the system Name and Address. Responsibility

Sub Division : JE

Input

Consumer Type as Person/Organization If Person then First Name, Middle Name, Last Name. If Organization then name of

the Organization Land Survey No, Building Type, Description of Premises Address1, Address2, Address3, State, District, Taluka, City, Postal Code, Village

Census Code.

Navigation

Navigation Path: eUrja: Customer Support Customer Management Contact Center

Procedure

Click on the ‘Create’ Button available on the right side of the ‘Contact Center’ form. This will open a new form ‘Create Customer’.

Select the Type of the Prospective Consumer. It could be person or an organization. Enter the name of Person or the Organization. Add other information in the “Create Customer” form like Phone, email etc. Click on Address Details button to open a form for the address entry and add

Address1, Address2, Address3, State, District, Taluka, City, Postal Code, and Village Census Code.

After entering all the details, click on “Save” button. System will generate a unique number for that dummy customer.

Output

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A Temporary Consumer will be created in the system with Temporary Consumer Number/Account Number.

SOP: CRM 11: CREATE SERVICE REQUEST

Purpose

Service Request is created to register a request of a consumer. For one consumer we can register one service request at a time.

Scope

Once the Service Request is generated, it will be generate the unique number which will be given to the consumer for future reference. It will be used for tracking the consumer request.

Responsibility

Sub Division : JE

Input

Consumer Name Service Request Type

Navigation

Navigation Path: eUrja: Customer Support Service Requests > Create Service Request

Procedure

Select the consumer name from the LOV against the Consumer Name field which will automatically populate the number.

Select the Service Request Type ‘Group Connection Ind/Light’ from the LOV against the SR type field

Go to Related Objects tab, attach an individual service request to a group service request by selecting the Service Request No. from LOV.

After entering all the details, click on “Save” button. System will generate a unique Service Request Number.

Output

Service Request is generated for the Consumer Request. For one consumer we can register one service request at a time. This SR Number will be used to track the request of the consumer in future.

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SOP: CRM 12: CREATING A TASKS

Purpose

Tasks are the steps which will be required to be followed for the completion of that particular Request. User will have to follow one task after another task.

Scope

Once the task is created, users will have to follow the tasks step by step. User will not be allowed to go ahead unless and until last task is closed. In system user can create the task manually or can create a template which consists of various task which will be required to be followed for the completion of that Service Request. Once the entire tasks are closed, we can close the SR which means consumer request is closed.

Responsibility

Sub Division : JE

Input

Task Template Selection

Navigation

Navigation Path: eUrja: Customer Support Service Requests > Create Service Request

Procedure

In Service Request form, go to Tasks tab. Click on Use Template button to select the template. This will open the ‘Create Tasks

from Template Group’ form. Select ‘LT Industrial Logical Group Connection with lighting’ from the LOV

against the Template Group. Once you select template as Group Connection Process for a Industrial/Lightening

template and click on the ‘Create Tasks’ it will populate the entire tasks predefined for ‘LT Industrial Logical Group Connection with lighting’

Output

It will populate the entire tasks predefined for ‘LT Industrial Logical Group Connection with lighting’.

SOP: CRM 13: GROUP COMBINE

PurposeConfidential 24


This task is used to combine the estimate of the child service requests.

Scope

Combining of the estimate of the child service requests.

Responsibility

Sub Division : JE

Input


Navigation

Navigation Path: Service Request Form Task Tab Select the Task ‘Group Combine’ Click ‘Task Dtls’ tab

Procedure

Select the task i.e. the Group Combine task in Task tab. Enter the Assignee Type, Assignee and Actual Start Date. Click on ‘Task Dtls’ tab which will combine all the TS details of the child and close

the task by putting the Actual End Date.

Output

The task combines all the TS of the child SR into the parent SR.

SOP: CRM 14: ESTIMATE APPROVAL

Purpose

Estimate Approval is used to take the approval of the estimate which was prepared by the user.

Scope

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It will send the estimate for the approval to higher authorities as per the DOP.

Responsibility

Sub Division : JE/SA/DEDivision : AO/EEAt Circle : AO/SEAt Corporate : AO/SE/GM/CE

Input


Navigation

Navigation Path: Service Request Form Task Tab Select the Task ‘Estimate Approval Click ‘Task Dtls’ tab

Procedure

Workflow will get launched with a message “Workflow Successfully Launched” The estimate approval will take the defined workflow for approval is as per DOP. Approver user will have facility to Approve, Reject and Request Information. If user

will click on Approve button it will go to higher authority for approval. If User rejects it, it will send a notification to SR Owner. User can Request information by selecting the user name. Once it is finally approved, the entire user which had approved as well as Service Request Owner will get notification regarding the approval

Output

An Approved Estimate with task of Estimate Approval as closed

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NEW CONNECTION LT

SOP: CRM 15: FIRM QUOTATION

Purpose

This functionality will be used issue a Firm Quotation to the consumer after generating the Invoice in the system. Invoice and SR will be unique No for accepting the payment from the consumer.

Scope

Issuing of a Firm Quotation to the consumer which will be used for the payment.

Responsibility

Sub Division : JE

Input

Assignee Type, Assignee, Actual Start Date SR Number

Navigation

Navigation Path: Service Request Form Task Tab Select the Task ‘Firm Quotation’

Procedure

Go to Charges tab and click on Submit button to generate the Firm Quotation. Go to View menu and select the Request and run a report e-Urja - Firm Quotation

Letter and issue it to the consumer. . Enter the SR Number in the parameters. Take a printout of the report and issue a copy of it to the Consumer.

Output

Firm Quotation letter will be generated in the system with complete details like SR No, SR Type, SR date, Name, Connection address, Billing address, Class, Category, Tariff, Scheme, Survey Category,

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Load Details and Group Items as Security Deposit, Development Charges, Agreement Fees, Breakeven Charges etc and approved TS group items.

SOP: CRM 16: COLLECTION OF FIRM QUOTATION AMOUNT

Purpose

To collect the firm quotation amount from the consumer. Scope

Collection of the firm quotation amount from the consumer

Responsibility


Input


Navigation


Procedure

Select Receipt Type as Standard Select Payment Method as Cash Receipt. Enter Cash/Instrument No. This field is used for entering details of cash and cheque. Enter Receipt Amount. Click on Descriptive Flex Field which will open a new window of Receipt Information.

Select Transaction Name from List of Values as Firm Quotation. Select the Service request Number from List of Values. Click on the Full Amount. If amount entered in Receipt Amount does not match with the standard registration charges for the new connection amount then system will not accept the amount. If it matches, then system will put the value as ‘Y’.

Select Trans Number as Invoice Number. Click on Save button to save the data which will generate system generated

Document Number (MR No.). Click on Apply button which will open Applications window and save the record.

After saving the record close the window of Applications.Confidential 28


Output


Workflow notification will get launch to inform the SR Owner Task of ‘Firm Quotation will get closed PPR No will get generated


Navigation Path:


Responsibility

Sub Division : JE

Procedure

Then select the where user will see the subject line as “Payment Against "Firm Quotation" for SR number "<SR Number>" has been received”. Once you click on the notification you will see the notification containing information about the payment made by the consumer.

Output

Workflow notification will display the information about the payment received from the consumer for firm quotation.


Navigation Path:


Responsibility

Sub Division : JE

Input


Procedure

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Receipt window which will display information about the payment made by the consumer. PPR number will also get generated by the system which will also get viewed in this form.

Output

Receipt Information with PPR Number can be viewed by the user. Task of Firm Quotation will get closed

Note : Follow the Steps from SOP: CRM 15 to SOP: CRM 16 for all the Consumer who are forming a group


SOP: CRM 17: MATERIAL REQUISTION

Purpose

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This task will be used to do the requisition of material and issue of material from Division to Sub Division.

Scope

Requisitions for materials/items not available in the store/sub-inventory.

Responsibility

Sub Division : JE

Input


Navigation

Navigation Path: Service Request Form Task Tab Select the Task ‘Material Requisition’ Click ‘Task Dtls’ tab

Procedure

Select the task i.e. the Material Requisition task in Task tab. Enter the Assignee Type, Assignee and Actual Start Date. Click on ‘Task Dtls’ tab which will open the ‘Reconciliation Form’ form. Click on Material Requisition button, this will have 3 options “Request”, “Close

Task”, “Cancel”. If user selects “Request” automatically a Move Order gets generated. If user selects “Close Task” then the Task gets closed assuming that no material is required from Divisional store. If the user selects “Cancel” then the Material Requisition window stays open as it is.

Run the process at your end (Subdivision) with single request ‘e-Urja Request Move Order’ to generate the report of requested quantity of materials for the CRM against a particular Service Request Number. Enter the Move Order Number in the parameters.

Take a printout of the report and issue a copy of it to the DO Stores.

Output

System will generate the Requisition Number automatically on the DO from the SDO office for all the items which were estimated during the estimate preparation. Form and task will get closed.

Approving the Material Requisition

Navigation Path:

Navigation Path: India Local Inventory Move Orders Move ordersConfidential 31


Responsibility

At Division : Divisional Superintendent- Accounts (for MR Audit and approval)Divisional Stores Incharge (for transacting MR)

Input

Move Order No./Material Requisition No.

Procedure

Open the Move Order form by clicking the Move Orders menu item Click on Ctrl + F11 for the query the record. Enter the Move Order No which was

generated in Reconciliation Form. Click on Approve button. Approve button, when this button is clicked, if there is a

“planner” defined for this Ite, a approval notification will go to the planner, and when planner approve that notification the Move Order gets approved, else if there is no planner defined then on clicking “Approve” button on the Move order form, the Move order gets approved

For the planner to approve the Move order system send a separate notification for each Item in the move order, hence there is also a Custom form developed named “Move Order Approval” form, using which the approver can approve al the items in a move order in single click.

Output

Move Order No./Material Requisition No. will get approved.

Transact of Move Order

Navigation Path:

Navigation Path: Indian Local Inventory Move Orders Transact Move Orders

Responsibility

At Division : Divisional Superintendent- Accounts (for MR Audit and approval)Divisional Stores Incharge (for transacting MR)

Input

Move Order No. /Material Requisition No.

Procedure

Open the Transact Move Order form by clicking the Transact Move Orders menu item.

Enter the Move Order Number and click on Find Button.

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It will display all the items in that Move Order. Select the Item by selecting the check box. Click on View/Update Allocations

button and enter the Quantity and click on Transact button to issue the material to the Sub Division.

OR Another method is, if user wants to issue all the material or the multiple materials,

select all those material by click on select Check Box. Click on the Allocate button. It will allocate the items for that particular move order. Then again select the material by selected the check box, and click on Transact button. Transact button will issue the material to the Sub Division

While issuing the materials, a printout of the materials issued against the materials requested in given to the SDO by running a request ‘e-urja Issue Move Order’. Enter the Move Order number in the parameter field.

Take a printout of the report and issue a copy of it to the SDO Office.

Output

Material will get transacted from the DO Stores to SDO Stores.

SOP: CRM 18: SUB WORK ORDER CREATION

Purpose

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Sub Work Order is created in the system for issuing it to the contractor for start of the Labor Items mentioned in it.

Scope

Requisitions of labor works for CRM against the Service Request Number for the start of work.

Responsibility

Sub Division : JE

Input

Purchase Order Number / Annual Rate Contract Number Service Request Number Ship to Location

Navigation

Navigation Path: Indian Local Purchasing Purchase Orders Releases

Procedure

Select the Purchase Order Number / Annual Rate Contract Number from LOV in PO, Rev Field.

Release Number, Created, Supplier, Site, Buyer, Contact will get automatically populated.

Select Descriptive Flex Field name PO releases in release header. Select Context as “Service Request”. Select Service Request Number and Ship to

Location from List of Value and Click on OK Button. Once user will click on OK button, all the Labor Items with quantity will get populated

in the form. Click on Save button to save all the records.

Output

An Unapproved Sub Work Order will be created in the system which requires an approval.

SOP: CRM 19: APPROVING SUB WORK ORDER

Purpose

To approve Sub Work Order which was created in the system for issuing it to the contractor for start of the Labor Items mentioned in it.

Scope

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Approving of Sub Work Order of labor works for CRM against the Service Request Number for the start of work.

Responsibility

Sub Division : DE

Input

Purchase Order Number / Annual Rate Contract Number Release No.

Navigation

Navigation Path: Indian Local Purchasing Purchase Orders Releases

Procedure

Open the Release form by clicking the Release menu item Click on Ctrl + F11 for the query the record. Enter the Purchase Order Number and

Release No. Click on Approve button. Approve button will approve the Release i.e. Sub Work

Order. Go to View menu and select the Request and run a report e-Urja – Sub Work Order

Report and issue it to the Contractor. Enter the SR Number and in the parameters. Take a printout of the report and issue a copy of it to the Contractor.

Output

An Approved Sub Work Order will be created in the system.

SOP: CRM 20: INSTALL

Purpose

This task is used to issue a material to the contractor for starting the work.

Scope

Issue of materials only against an approved TS and Task.

Responsibility

Sub Division : JE

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Input

Service Request Number Assignee Type, Assignee, Actual Start Date

Navigation Path:


Procedure



Request form with data of that selected result. Once the Service Request is open, select the Install task. Click on “Task Dtls” tab which will open the Reconciliation form. Contractor Name, Annual Work Order No. (WON), Sub Work Order No. (WON)

will automatically populate. Then click on Contractor Issue button to send the material to debrief which will

finally get issued to the contractor. Reconciliation Form will automatically get closed. Go to View menu and select the Request and run a report e-Urja – Gate Pass

Report and issue it to the Contractor. Enter the SR Number and in the parameters.

Take a printout of the report and issue a copy of it to the Contractor.

Output

Material will get issued to the contractor.

SOP: CRM 21: INTIMATION

Purpose

This task is used capture the details of the Electrical Inspection done by the government electrical inspector

Scope

To capture the details of the Electrical Inspection

Responsibility

Sub Division : JE

Input

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Assignee Type, Assignee, Actual Start Date General Information, H.T. Side, L.T. Side and Transformer Details

Navigation Path:

Navigation Path: Service Request Form Task Tab Select the Task ‘Intimation’ Click ‘Task Dtls’ tab

Procedure

Select the task i.e. the Intimation task in Task tab. Enter the Assignee Type, Assignee and Actual Start Date. Click on ‘Task Dtls’ tab which will open the ‘Electrical Inspection’ form. Once the form is open, it will populate Letter No, Letter Date, and Actual Work Start

Date. Enter the Engineer Name which is electrical inspector name is mandatory in General

Information tab. User will have to enter details in General Information, H.T. Side, L.T. Side and

Transformer Details tab. Click on ‘Save’ button to save the data. Once all the detail has been entered click on “Close Task” button, to close the task

of Document Details. If user presses Yes, then form will get closed and task will also get closed. If user presses No, then form will get closed and task will remain open. If user presses Cancel, then it will remain in the same form.

Go to View menu and select the Request and run a report e-Urja – Electrical Inspection Report. Enter the SR Number in the parameters.


Output

Electrical Inspection details will get captured. Form and task will get closed.

SOP: CRM 22: MATERIAL RETURN

Purpose

The task is used to return the material from the contractor to the SDO stores.

Scope

To return the material from the contractor to the SDO stores.

Responsibility

Sub Division : JE

Input

Assignee Type, Assignee, Actual Start Date Service Activity Item Code Qty

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Serial No or Lot No if required

Navigation

Navigation Path: Service Request Form Task Tab Select the Task ‘Material Return’ Click ‘Task Dtls’ tab

Procedure

Select the task i.e. the Material Return task in Task tab. Enter the Assignee Type, Assignee and Actual Start Date. Click on Debrief button and go to Material tab. Select the service activity as Debrief Item Retuned. Select the item codes from the LOV, enter the quantity to be returned, select the Sub

Inventory and locator Code from the LOV, select the Serial No or Lot No if required which user wants to be returned to the Sub Division.

Change the Assignment Status to Working and save. Then change the assignment status to Completed and Save. After this go Menu bar View - > Request - > Check Specific Request and click on Find. There will be a program called “Update Debrief line” running. Once it gets completed, close the window. Again go to Find Service Request and open the SR.

Then change Assignment status to Closed and save. After this go Menu bar View - > Request - > Check Specific Request and click on Find. There will be a program called “Update Debrief line” running. Once it gets completed, close the window. Again go to Find Service Request. With this all the material will get returned into the Sub Division.

Click on “Task Dtls” tab to open the Reconciliation form. User will see the Qty which he has returned in Returned Qty Column. Click on “Save” button, which will save the data. Click on Contractor Return button to close the task and the form.

Output

Material which had remained unused by the contractor will get returned into the SDO and Inventory of the SDO for the returned items will get increased.

SOP: CRM 23: RECEIPT OF THE SERVICE ITEMS

Purpose

This is used to receive the service items. In this user will enter the actual quantity of work done by the contractor. With this Contractor Bill Finalization and Consumer Bill Finalization will take place

Scope

To receive the service items from the contractor to the SDO stores.

Responsibility

Sub Division : JE

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Input

Purchase Order Number Release No Qty

Navigation

Navigation Path: Indian Local Purchasing Receiving Receipts

Procedure

Enter the Purchase Order Number & Release No. and click on the find button. Select the line item which you want to do the receiving by clicking the check box. User can change the quantity with the actual qty. Click on Save button to save all the records.

Output

Receiving of the service items from the contractor to the SDO stores.

SOP: CRM 24: RECEVING TRANSACTION OF THE SERVICE ITEMS

Purpose

This is used to inspect the service items which are already receipt by the JE of the SDO.

Scope

To inspect the service items received by the JE of the SDO.

Responsibility

Division : DE

Input

Purchase Order Number Release No

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Navigation

Navigation Path: Indian Local Purchasing Receiving Receiving Transaction

Procedure

Enter the Purchase Order Number & Release No. and click on the find button. Select the line item which you want to do the receiving by clicking the check box. User can change the quantity with the actual qty. Click on Inspect button and Click on Save button to save the records.

Output

Inspection of the service items already receipt by the JE of the SDO.

SOP: CRM 25: SITE INSPECTION

Purpose

This task is used for the reconciliation of the material and labor which will be used for Customer Bill Finalization if required. Material will get reconciled by the Item issued to Contractor with the Item Returned by the Contractor. User also has the facility to change the site inspection quantity. Labor will get reconciled with the issue of the Release and Receipt of the service items

Scope

This task is used for the reconciliation of the material and labor.

Responsibility

Division : JE

Input

Assignee Type, Assignee, Actual Start Date Site Inspection Qty if required

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Navigation

Navigation Path:


Procedure



Request form with data of that selected result. Select the task i.e. the Site Inspection task in Task tab. Enter the Assignee Type, Assignee and Actual Start Date. Click on ‘Task Dtls’ tab which will open the ‘Reconciliation Form’ form. Net Issue Qty which will automatically populated in Inspect Qty.Net Issue Qty is the

difference between Issue Qty, Returned Qty. User has the facility to change the Inspect Qty. User can increase or decrease the

qty. If user increases the Inspect Qty, Excess/Deficit Qty and Excess/Deficit Amount will show negative. If user decreases the Inspect Qty, Excess/Deficit Qty and Excess/Deficit Amount will show positive.

User has the facility to enter the Qty in Amount Cons. Charge Qty field will charge or refund the amount from the consumer.

In Labor Tab, user will see the Inspect Qty will be populated from receipt made at the time of receiving of the material, Unit value will also get populated from the Purchase Order. So Excess /Deficit Qty and Amount will be calculated.

Once user clicks on Freeze button once the reconciliation is over. It will send the amount that needs to be charged to the consumer or to be refunded from the consumer to Service Request form in Charges tab as 96 MISCELLANEOUS PAYMENT.

Go to Charges tab and click on Submit button to generate the Invoice.

Output

Reconciliation of the material and labor will be done and amount will be charged to the consumer.

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SOP: CRM 26: COLLECTION OF BILL FINALIZATION AMOUNT

Purpose

To collect the final bill amount from the consumer. Scope

Collection of the final bill amount from the consumer

Responsibility


Input


Navigation


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Procedure

Select Receipt Type as Standard Select Payment Method as Cash Receipt. Enter Cash/Instrument No. This field is used for entering details of cash and cheque. Enter Receipt Amount. Click on Descriptive Flex Field which will open a new window of Receipt Information.

Select Transaction Name from List of Values as Bill Finalization. Select the Service request Number from List of Values. Click on the Full Amount. If amount entered in Receipt Amount does not match with the standard registration charges for the new connection amount then system will not accept the amount. If it matches, then system will put the value as ‘Y’.

Select Trans Number as Invoice Number. Click on Save button to save the data which will generate system generated

Document Number (MR No.). Click on Apply button which will open Applications window and save the record.

After saving the record close the window of Applications.

Output


Workflow notification will get launch to inform the SR Owner Task of ‘Site Inspection’ will get closed


Navigation Path:


Responsibility

Sub Division : JE

Procedure

Then select the where user will see the subject line as “Payment Against "Bill Finalization" for SR number "<SR Number>" has been received”. Once you click on the notification you will see the notification containing information about the payment made by the consumer.

Output

Workflow notification will display the information about the payment received from the consumer for final bill.

Find Service RequestConfidential 43




Navigation Path:


Responsibility

Sub Division : JE

Input


Procedure




Receipt window which will display information about the payment made by the consumer.

Output

Receipt Information can be viewed by the user. Task of Site Inspection will get closed

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NEW CONNECTION LT

SOP: CRM 27: AGREEMENT (Only For LT Industrial Group Connection with

Lighting-Industrial task template)

Purpose

This task is used for doing the agreement between electricity company and consumer. In the agreement details about load and other parameters of connection is to be written. Onsumer and company representatives is to be present at the time of agreement. Scope

This task is used for doing the agreement. User will close the task when the consumer submits the details about agreement..

Responsibility

Sub Division : JE

Input


Navigation Path:

Navigation Path: Service Request Form Task Tab Select the Task ‘Agreement’ Click ‘Task Dtls’ tab

Procedure

Select the task i.e. the Agreement task in Task tab. Enter the Assignee Type, Assignee and Actual Start Date. Click on ‘Task Notes’ in the SR form and fill the details about connection parameters

and the formalities regarding representatives. Save the record there. After this, click on Task Dtls tab which will close the task by putting the Actual End Date.

Output

This task is used for doing the agreement between Electricity Company and consumer. In the agreement details about load and other parameters of connection is to be written. Consumer and company representatives are to be present at the time of agreement.Confidential 45


SOP: CRM 28: SUBMIT

Purpose

This task is used for issuing the 2 months notice from the date of completion of task. Within this 2 month user will have to submit the Test Report. If Inform to Customer task is not closed system will launch the workflow to SR owner for completion of 2 months and data will get transfer to billing with consumer number generated and as an unconnected consumer.

Scope

This task is used for considering the 2 months from the date of completion of task. User will close the task when the Contractor submits the Work Completion Report.

Responsibility

Sub Division : JE

Input


Navigation Path:

Navigation Path: Service Request Form Task Tab Select the Task ‘Submit’ Click ‘Task Dtls’ tab

Procedure

Select the task i.e. the Submit task in Task tab. Enter the Assignee Type, Assignee and Actual Start Date. Click on ‘Task Dtls’ tab which will close the task by putting the Actual End Date.

Output

Once the contractor has submitted the work completion report user will close the task which will help system to calculate the 2 months unless and until the next task of Inform to Customer is not closed. After 2 months system will launch a notification to SR Owner about the completion of time and generate the consumer number and send to billing as an unconnected consumer.

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SOP: CRM 29: INFORM TO CUSTOMER

Purpose

This task is used for entering Appliance details at the time of Test Report. User will not be able to increase the load more than the applied load.

Scope

Appliance details at the time of Test Report

Responsibility

Sub Division : JE

Input

Assignee Type, Assignee, Actual Start Date Load Details

Navigation Path:

Navigation Path: Service Request Form Task Tab Select the Task ‘Inform to Customer’ Click ‘Task Dtls’ tab

Procedure

Select the task i.e. the Inform to Customer task in Task tab. Enter the Assignee Type, Assignee and Actual Start Date. Click on ‘Task Dtls’ tab which will open the ‘Consumer Appliance Form’ Click on Show Details button which will display Load Details which was selected at

the time of A1 Application Form. User will have to change the Appliance Details. User will have facility to reduce the

Load but not increase the Load. Click on “Save” button, which will display the Lighting, Cooling, Heating and Total

Load in Document Type Details. Once all the detail has been entered click on “Close Task” button, to close the task

of application entry. System will ask user about closing of the task. User will have to press Yes, No or Cancel button. If user presses Yes, then form will get closed and task will also get closed. If user presses No, then form will get closed and task will remain open. If user presses Cancel, then it will remain in the same form

Output

Data related to the consumer load will be captured in this form. Form and task will get closed.

SOP: CRM 30: TEST REPORT CHARGES

Purpose

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To take the test report charges from the consumer

Scope

Test Report Charges will be taken from the consumer

Responsibility

Sub Division : JE

Input


Navigation

Navigation Path: Service Request Form Task Tab Select the Task ‘Test Report Charges’ Click ‘Task Dtls’ tab

Procedure

Select the task i.e. the Test Report Charges task in Task tab. Enter the Assignee Type, Assignee and Actual Start Date. Click on ‘Task Dtls’ tab which will open the ‘Charge Details’ form. It will display the

amount to be recovered from the consumer for the test report. Click on ‘Save’ button to save the data.

Output

It will display the amount of test report charges to be taken from the consumer.

SOP: CRM 31: COLLECTION OF TEST REPORT CHARGES

Purpose

To collect the test report charges from the consumer this was displayed at the time of Test Report Charges task. Scope

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Collection of the test report charges from the consumer

Responsibility


Input


Navigation


Procedure

Select Receipt Type as Miscellaneous Select Payment Method as Cash Receipt. Enter Cash/Instrument No. This field is used for entering details of cash and cheque. Enter Receipt Amount. Click on Descriptive Flex Field which will open a new window of Receipt Information.

Select Transaction Name from List of Values as Test Report Charges. Select the Service request Number from List of Values. Click on the Full Amount. If amount entered in Receipt Amount does not match with the standard registration charges for the new connection amount then system will not accept the amount. If it matches, then system will put the value as ‘Y’.

Against the activity field in the Purpose region, select ‘Test Report Charges’ from the LOV

Click on ‘Save’ button to save the data.

Output


Workflow notification will get launch to inform the SR Owner Task of ‘Test Report Charges’ will get closed


Navigation Path:

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Responsibility

Sub Division : JE

Procedure

Then select the where user will see the subject line as “Payment Against "Test Report Charges " for SR number "<SR Number>" has been received”. Once you click on the notification you will see the notification containing information about the payment made by the consumer.

Output

Workflow notification will display the information about the payment received from the consumer for test report charges.


Navigation Path:


Responsibility

Sub Division : JE

Input


Procedure




Receipt window which will display information about the payment made by the consumer..

Output

Receipt Information can be viewed by the user. Task of ‘Test Report Charges’ will get closed

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SOP: CRM 32: METER ISSUE

Purpose

This task will be used for the issue of meter to the consumer through the debrief functionality.

Scope

It is used to issue the meter to the consumer

Responsibility

Sub Division : JE

Input

Assignee Type, Assignee, Actual Start Date Service Activity Item Code

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Qty Serial No

Navigation

Navigation Path: Service Request Form Task Tab Select the Task ‘Meter Issue’ Click ‘Task Dtls’ tab

Procedure

Select the task i.e. the Meter Issue task in Task tab. Enter the Assignee Type, Assignee and Actual Start Date. Click on Debrief button and go to Material tab. Select the service activity as Debrief Item Issued. Select the item codes from the LOV, enter the quantity to be returned, select the Sub

Inventory and locator Code from the LOV, select the Serial No which user wants to be issue to the Consumer.

Change the Assignment Status to Working and save. Then change the assignment status to Completed and Save. After this go Menu bar View - > Request - > Check Specific Request and click on Find. There will be a program called “Update Debrief line” running. Once it gets completed, close the window. Again go to Find Service Request and open the SR.

Then change Assignment status to Closed and save. After this go Menu bar View - > Request - > Check Specific Request and click on Find. There will be a program called “Update Debrief line” running. Once it gets completed, close the window. Again go to Find Service Request and open the SR.With this all the material will get issued into the Consumer.

Output

Meter will get issued to the consumer and it is not installed at consumer premises. Task will also get closed automatically.

SOP: CRM 33: RELEASE CONNECTION

Purpose

This task is used for entering Appliance details at the time of Test Report. User will not be able to increase the load more than the test report load.

Scope

Appliance details at the time of Release Connection

Responsibility

Sub Division : JE

InputConfidential 52


Assignee Type, Assignee, Actual Start Date Load Details

Navigation Path:

Navigation Path: Service Request Form Task Tab Select the Task ‘Release Connection’ Click ‘Task Dtls’ tab

Procedure

Select the task i.e. the Release Connection task in Task tab. Enter the Assignee Type, Assignee and Actual Start Date. Click on ‘Task Dtls’ tab which will open the ‘Consumer Appliance Form’ Click on Show Details button which will display Load Details which was selected at

the time of Test Report.s User will have to change the Appliance Details. User will have facility to reduce the

Load but not increase the Load. Click on “Save” button, which will display the Lighting, Cooling, Heating and Total

Load in Document Type Details. Once all the detail has been entered click on “Close Task” button, to close the task

of application entry. System will ask user about closing of the task. User will have to press Yes, No or Cancel button. If user presses Yes, then form will get closed and task will also get closed. If user presses No, then form will get closed and task will remain open. If user presses Cancel, then it will remain in the same form

Output

Data related to the consumer load will be captured in this form. Form and task will get closed.

SOP: CRM 34: ACCOUNT GENERATION

Purpose

This task is used for generating the Permanent Account/Consumer Number

Scope

Generation of the Permanent Account/Consumer Number

Responsibility

Sub Division : JE

Input


Navigation Path:

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Navigation Path: Service Request Form Task Tab Select the Task ‘Account Generate’ Click ‘Task Dtls’ tab

Procedure

Select the task i.e. the Account Generate task in Task tab. Enter the Assignee Type, Assignee and Actual Start Date. Click on ‘Task Dtls’ tab to generate the Consumer/Account Number. The Task of Account Generate will get closed.

Output

It will generate the Permanent Consumer Number.

SOP: CRM 35: CHECK

Purpose

This task is used to check the LT Consumer Form which is a consumer master which contains data related to LT & HT Poles, Transformer Center, Feeder and Sub Station details, Security Deposit etc , Meter and Seal Information.

Scope

Check the LT Consumer Form which is a consumer master form.

Responsibility

Sub Division : JE

Input


Navigation

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Navigation Path: Service Request Form Task Tab Select the Task ‘Check’ Click ‘Task Dtls’ tab

Procedure

Select the task i.e. the Submit task in Task tab. Enter the Assignee Type, Assignee and Actual Start Date. Go to SOP: CRM 31: LT CONSUMER FORM Click on ‘Task Dtls’ tab which will close the task by putting the Actual End Date.

Output

This task will tell user to go to the LT Consumer Form.

SOP: CRM 36: LT CONSUMER FORM

Purpose

This is used to check the LT Consumer Form which is a consumer master which contains data related to LT & HT Poles, Transformer Center, Feeder and Sub Station details, Security Deposit etc , Meter and Seal Information.

Scope

Update the LT Consumer Form which is a consumer master form.

Responsibility

Sub Division : JE

Input


Navigation

Navigate: Customer Support Service Request Extension LT Consumer FormConfidential 55


Procedure

Select the Consumer/Account Number from the list of values. Once he has selected the Consumer/Account Number, click on Find button. Consumer Details will automatically populated in Additional Information, Meter

Details and Seal Details Select the Terminal Cover Seals and MMN Seal Serial Number in Seal Details tab. Click on Update button to update data related to billing. If user does not rights to

update, then click on Billing button which will send the information to billing person for the updating of the billing data only.

Output

Consumer Master will be updated and can be used for future reference.

SOP: CRM 37: CLOSING SERVICE REQUEST

Purpose

Purpose of closing the Service Request means that all the task or work related to the SR type is finished and now it does not require any updation. Once we close the service request, all the data will get transferred to billing. Unless and until it is not closed data will not flow from CRM to Billing.

Scope

Closing the Service Request will send the data to the billing.

Responsibility

Sub Division : JE

Input

Status

Navigation


Procedure


parameter.

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Select any one of the result and click on Ok button, which will open a Service Request form with data of that selected result. Once the Service Request is open, change the status from Open to Closed. Once the Service Request is closed user will not be able to make any changes in Service Request.

Output

Service Request is closed user will not be able to make any changes in Service Request and all the data will get transferred to billing.


SOP: CRM 38: CLOSING SERVICE REQUEST

Purpose

Purpose of closing the dummy Service Request means that all the task or work related to the SR type is finished and now it does not require any updating.

Scope

Closing the Service Request will not allow user for any further modification.

Responsibility

Sub Division : JE

Input

Status

Navigation


Procedure



Request form with data of that selected result. Once the Service Request is open, Confidential 57


change the status from Open to Closed. Once the Service Request is closed user will not be able to make any changes in Service Request.

Output

Service Request is closed user will not be able to make any changes in Service Request.

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