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

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CRM – Standard Operating Procedures DISCOM

Document Revision ListCustomer: Gujarat Urja Vikas Nigam Limited

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

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1.1 Apr-12 Incorporated changes for support phase

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CRM – Standard Operating Procedures DISCOM

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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CRM – Standard Operating Procedures DISCOM

Table of Contents

PERMANENT DISCONNECTION REQUEST (PDC).....................................................6SOP: CRM 01: BILLING CONCURRENT PROGRAM...................................................6SOP: CRM 02: FIND SERVICE REQUEST......................................................................7SOP: CRM 03: CREATING A TASKS..............................................................................8SOP: CRM 04: METER RETURN.....................................................................................9SOP: CRM 05: MATERIAL RETURN............................................................................10SOP: CRM 06: CHECK....................................................................................................11SOP: CRM 07: LT CONSUMER FORM.........................................................................12SOP: CRM 08: CLOSING SERVICE REQUEST............................................................13

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CRM – Standard Operating Procedures DISCOM

PERMANENT DISCONNECTION REQUEST (PDC)

SOP: CRM 01: BILLING CONCURRENT PROGRAM

Purpose

This is used to generate the Service Request based on the PDC Consumer data populated by billing in the case of HT. But for LT SR needs to created manually by selecting Permanent Disconn Request (PDC) as Service request type.

Scope

Daily billing system will populate the PDC Consumer data into the interface table of CRM and CRM Schedule Concurrent Program will create a service request in the Case of HT but for LT user will create SR.

Responsibility

Sub Division : JE

Input

Consumer Name Service Request Type

Navigation

Navigation Path: eUrja: Customer Support View Request Submit a New Request e-Urja Create Service Requests

Procedure

Go to View menu and select the Request and run a report e-Urja Create Service Requests. This is a schedule request.

System will create those service request for which data is populated in the interface table of the CRM with PDC for each consumer

Service Request Type as ‘Permanent Disconn Request (PDC)’ will be auto created in the case of HT. For LT user has to create SR manually.

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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CRM – Standard Operating Procedures DISCOM

SOP: CRM 02: 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. Go to Workbench Tab; select a DFF “Additional Information for Agents”.

From List of Values select Permanent Disconn Request (PDC). Enter PDC date.

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

Output

Service Request will get opened. Data of Readings are captured

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CRM – Standard Operating Procedures DISCOM

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 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 Consumer Disconnection Request - Permanent disconnection’

from the LOV against the Template Group. For HT consumer, select ‘HT Consumer Disconnection Request - Permanent

disconnection’ from the LOV against the Template Group. Once you select template as written and click on the ‘Create Tasks’ it will

populate the entire tasks predefined for ‘LT Consumer Disconnection Request - Permanent disconnection’ or ‘HT Consumer Disconnection Request - Permanent disconnection’.

Output

It will populate the entire tasks predefined for ‘LT Consumer Disconnection Request - Permanent disconnection’.

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CRM – Standard Operating Procedures DISCOM

SOP: CRM 04: METER RETURN

Purpose

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

Scope

It is used to return the meter to the consumer

Responsibility

Sub Division : JE

Input

Assignee Type, Assignee, Actual Start Date Service Activity Item Code Qty Serial No

Navigation

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

Procedure

Select the task i.e. the Meter 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 Material Return. 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 the meter will get returned to the subdivision.

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Output

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

SOP: CRM 05: MATERIAL RETURN

Purpose

The task is used to return the material from the contractor or departmental 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 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.

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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 the material will get returned to the subdivision.

Click on “Save” button, which will save the data.

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 06: 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

Assignee Type, Assignee, Actual Start Date

Navigation

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 07: 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.

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CRM – Standard Operating Procedures DISCOM

SOP: CRM 07: 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 Assignee Type, Assignee, Actual Start Date

Navigation

Navigate: Customer Support Service Request Extension LT Consumer Form

Procedure

Select the Consumer/Account Number from the list of values. Once he has selected the Consumer/Account Number, click on Find button. Click on Return Meter button to return the Meter. System will open a new form

which will show old meter and old meter reading. 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.

Once all the data has been filled and user feels that information is required to be passed to DO/CO/HO then click on Launch Workflow button which will send notification to DO/CO/HO.

Output

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

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CRM – Standard Operating Procedures DISCOM

SOP: CRM 08: 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

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

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, 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.

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