Comparative study of Product Logistics for measuring Operating Efficiency - “A case study of Bijwasan & Rewari Terminal of IOCL” ABSTRACT The sources of petroleum products and other chemicals are generally concentrated in certain regions. Hence, it becomes necessary to transport those products either in the form of raw material or as refined ones to the various industrial and consumption centers. Transportation is generally carried out through shipping, cross country pipeline, rail and road. Indian Oil Corporation carries crude oil, imported from various producer countries, by tanker for
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Comparative study of Product Logistics for measuring Operating Efficiency -
“A case study of Bijwasan & Rewari Terminal of IOCL”
ABSTRACT
The sources of petroleum products and other chemicals are generally concentrated in
certain regions. Hence, it becomes necessary to transport those products either in the
form of raw material or as refined ones to the various industrial and consumption centers.
Transportation is generally carried out through shipping, cross country pipeline, rail and
road.
Indian Oil Corporation carries crude oil, imported from various producer
countries, by tanker for processing at our refineries. Further, crude oil from our own
indigenous source in Bombay high is brought through the tankers. Transportation from
port location to Refinery and Refinery to the consumption centers are carried out through
the cross-country pipelines in addition to road/ rail movement.
As on date, Indian Oil Corporation operates 6523 KM long cross-country
pipeline. Out of which 4136 KM long pipeline network carries petroleum products.
During the year 2000-2001, Indian Oil Corporation Ltd. carried total 38.77 MMT of
petroleum products and crude oil through its cross-country pipeline network. This works
out to be approx. 18% of total petroleum products consumed in the country during the
year
The product after dispatching from the refineries through the product pipeline or
railways comes in at the terminals. The terminals after receiving the product, first stores it
in the tanks gauge it & check its quality. After this quality check the product is than
dispatched for the refilling pumps with the help of tank trucks.
Here in this report I have mainly covered the product logistics of Bijwasan
terminal in Delhi & Rewari terminal in Haryana of IOCL. I have done a comparative
study than given some recommendations on the basis of study. I have also taken some
key factors which derive the logistics as a whole, for that purpose I had mad
questionnaire and taken the views of the officials here. On the basis of that had given
some recommendation
TABLE OF CONTENTS
CHAPTER – 1: Introduction of Petroleum Logistics 1.1: Introduction 1.2: components of Logistics management 1.3: Modes of Transportation 1.4: characteristics of different modes 1.5: Comparison between different modes 1.6: Logistics in Pyramidal FormCHAPTER – 2: Introduction of company 2.1: History 2.2: Vision 2.3: Mission 2.4: Values 2.5: ObjectivesCHAPTER – 3: General overview of Bijwasan & Rewari Terminal 3.1: Main departments at the depots 3.2: General working at the terminals 3.3: Procedure for TT filling 3.4: Overview of Bijwasan terminal 3.5: Overview of Rewari terminal
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CHAPTER – 4: Identification of problemCHAPTER – 5: Research methodology / design 5.1: Data source 5.2: Sample design 5.3: Methodology 5.4: Tools 5.5: QuestionnaireCHAPTER – 6: Logistical comparison between Bijwasan & Rewari TerminalCHAPTER – 7: Findings 7.1: Findings on the basis of questionnaire 7.2: Findings of the comparative study 7.3: RecommendationsCHAPTER – 8: Conclusion
Abbreviations References
CHAPTER- 1
INTRODUCTION
Supply chain management in the petroleum industry contains various challenges,
specifically in the logistics area, that are not present in most other industries. These
logistical challenges are a major influence on the cost of oil. However, opportunities for
cost savings in logistics still do exist.
Like all other sectors, petroleum sector too facing a lot of competition and how difficult
is it to survive in this competitive world we all know very well. Technological changes,
trends, price fluctuation, government & other norms & many other things derive the
market these days. It becomes very necessary for every sector to be updated every time.
The source of competitive advantage is found firstly in ability of the
organization to differentiate its product, in the eyes of the customer, from its competition
and secondly by operating at a low cost and hence greater profit.
In petroleum industry the product differentiation can be made by giving extra services to
waxes. This terminal is being operated by 23 officers, 16 white collar workers, 64 blue
collar workers & 37 security personnel.
Here at Bijwasan terminal product inlet is through Mathura Jalandhar pipeline
which has commenced on 27th April 1982 & is around 763 kms in length. This pipeline
runs around 147 kms from Mathura to Delhi with a capacity of about 3.70 MMPTA.
There are many automated system like Terminal
Automation System, Pump Automation System, Motor Operated valves, Tank House
Automation System etc. Tankage here in Bijwasan terminal is 165720 KLs catering 22
tanks for different products.
On an average 400 T/T were loaded per day with the help of 30 loading bays
& 23 pumps for different products at the terminal.
Many social activities are also conducted at the terminal like – health check
up & AIDS awareness program, free TT check up campaign, friendly cricket match
between Indian oil & transporters, award to meritorious children of tt crew, painting &
dance competition of children of tt crew & transporters employees & many more ,
clubbed under SAMBAMDH ACTIVITIES. They do organize the transporters/ dealers
meeting to clear the doubts & to make them aware of the new schemes & programs.
Overview of Rewari Terminal
Rewari IOCL was terminal of was commissioned in 1996 and covering an area of around
98.4 acres of land. This terminal covers the market of Rewari, Gurgaon, Faridabad &
around 40 consumers of Rajasthan. It also gives some of its product to HPCL, BPCL &
IBP through pipelines.
TT driver takes the TT out of the loading bay after filling
TT’s driver returns the magnetic card at the S & D dept.
Invoice generation by the S & D Dept.
Before generating invoice the officer at the S & D Dept. matches the time with the one mentioned on the FAN slip & if some strange thing seems, necessary action it taken immediately
TT moves out of the terminal and moves towards its location
Fig – 3.2 - PROCESS INVOLVED IN TT FILLING AT THE TERMINAL
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Rewari terminal handles motor spirit, high speed diesel, superior kerosene oil, bio diesel,
Xtra mile & Xtra premium. The terminal is being operated by 10 officers, 2 white collar
workers, 10 black white collar workers & 27 security personnel.
This terminal operates 24 bays from which 16 bays are being used for high
speed diesel, 4 bays for superior kerosene oil, 1 bay for motor spirit, 1 for Xtra premium,
1 is used for both motor spirit as well as high speed diesel at different times, like wise
another 1 is used for motor spirit as well as bio diesel.
For the purpose of storage over there are over all 22 tanks and used as 5 for
motor spirit, 3 for high speed diesel, 3 for superior kerosene oil, 1 for bio diesel, 2 tanks
for ethanol,
Input of the product is through Kandla Bhatinda Pipeline (KBPL) which is
around 1443 kms in length & Panipat Rewari Pipeline (PRPL) & it extends up to 155
kms. The KBPL carries around 2,22,823 kilo liters of product. These days KBPL is used
for transporting crude and not products, so the ma in source left for intake of products is
PRPL.
Bio diesel is also worked as on trial basis in Rewari terminal. This bio diesel is mixed
with high speed diesel in the ratio of 5% & 95% & is being given to Haryana roadways
buses in Gurgaon. This project is under trial for the last 2 years.
CHAPTER – 4
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Identification of Problem
The petroleum business is very asset intensive, with multiple islands of independent business units competing for profitability. This internal competition drives profit out of the system and hinders enterprise potential. For decades, the solution to this problem was beyond the reach of petroleum executives.
The major players in the field are IOCL, BPCL, HPCL etc. These days the main area of concern is logistical cost, being the reason that it comes just next to the crude oil cost in this industry as the various process are involved as a matter of fact the cost is concerned.
Every company is concerned how to make its logistics effective or how to make optimum utilization of its available resources. So my research is conducted on the same issue taking the case study of Bijwasan & Rewari terminal.
I personally visited the terminals and understood the whole working and than after implicated my study in the field, I had given some of the recommendations which might be the one on which the company would be working up on is & might be they are yet to be considered by the company.
CHAPTER - 5
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RESEARCH METHODOLOGY/ DESIGNThe project was completed in two phases:
FIELD RESEARCH: In this phase of project I had been at 2 location s of IOCL –
Bijwasan & Rewari terminal. There I understood the whole
working done at the terminals including various procedures
involved in TT filling starting from indent placement upto the
invoice generation.
DESK RESEARCH: In this phase I had reviewed a lot of data through internet like
e-books, had surf a lot of sites, had read some books than
after all this I had got to know various trends in the product
logistics, various modes for transportation, on what basis the
modes are chose etc.
Data Sources
Primary: The primary data was collected by interviewing the officers there in the
operations dept. as well as officers at the terminal, with the help of a
questionnaire. Also the data have been collected by visiting the terminals
and by asking various workers & staff personnel at the terminal.
Secondary: The secondary data is collected by visiting various Internet sites and
studying books on supply chain management, distribution & logistics
management & by reading articles in the newspapers.
Sample Design
Samples were collected by visiting various petrol pumps in Delhi, Gurgaon, & Rewari.
By visiting them I got to know from which terminal they are taking the delivery of the
product. As far as the questionnaire is concerned I had taken views of 8 people. So my
sample size is 8.
Methodology
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For the comparative logistical study of Bijwasan & Rewari terminal, firstly I had visited
to both these terminals & understood there working with the help of officers and staff
there at the terminal. Than after covering the general working there at the terminal like –
safety checks in the T/T, placing of the indent, issuing FAN, locking-unlocking, refilling,
invoice generation and many more, had collected some information from the officers &
workers like annual through put of products, number of T/T regularly loaded, products
handled etc.
On the basis of this data I have an empirical test and using graphs will be showing the
results. Other than that I will be making a questionnaire which will be more or less a case
study in the end of this comparative study. This questionnaire will be filled by the senior
officers in IOCL & will give an idea that which area is to focus upon from the options
taken, to make the logistics more effective and efficient.
TOOLS
I will be using the data I had taken from the officers and staff members at the terminal
and also some of it had also taken from the internet.
Comparing the data of both the terminal on the bases of intakes product wise, out takes,
number of T/T refilled on the daily basis, products handled, transportation charges paid
including Central Sales Tax, cost per worker & areas covered.
Data taken from internet and from the officials is than analyzed and through empirical
methods comparison is made.
Questionnaire is developed to have the views of the top officials that which head is more
important to focus from the given, in the logistics to make more effective and efficient.
In last conclusions will be on the basis of analysis & recommendations on the basis of
knowledge of the field.
Survey Questionnaire
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In this questionnaire I had taken some of the key driving factors of the logistics
industry & implementing those will really make the logistics more effective. The factors I
have covered here are –
Inventory management
Depots machinery automation
Refilling stations machinery automation
Effective & efficient workforce
Technical advancements
Some of these factors might not be concerned with the logistics directly but attributes
a lot in its procurement.
Inventory managementInventory management and its concepts are not actually practiced in Indian petroleum
industry but work is going on. Now the days had gone when companies use to invest
around 40% of its capital in maintaining the reserves, these days strategies are being
worked out to reduce this reserves while developing the logistics system in such a way so
as to reduce the reserves which in result also requires less space for storage, less
maintenance, less work force etc. in nut shell will reduce a large part of operating cost.
Automation in the machinery at depotsAutomation in the machinery at depots will reduce a lot of wastage, shortens the time
span to fill/empty a T/T, reduce the number of workers etc at the time of loading and
unloading. Automation will also safeguard the workers for machinery handling up to an
extent. Automation will also curb some of the malpractices by the laborers on the
terminal like – over filled T/T’s are reduced up to the required mark by the employees at
the loading bay manually, so mischief can be made by employee if he/she wants to.
Refilling stations machinery automationRefilling station are the last but the most important part of logistics being the reason that
the ultimate consumer comes in touch of this segment of logistics. It is here in this
segment the brand name will be created & if this segment of the company couldn’t able
to satisfy the customer than will reduce its sales and vice-versa. As far as the general
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public is concerned no body bother about that I need to get my car refueled at INDIAN
OIL or other OIL COMPANIES but the main area of concern is the service they will be
getting and the quality as well as the quantity they will be getting as a value for there
money. So if they see that the machines are fully automated at a refilling station, thus will
give the accurate quantity so will definitely go for that one.
Effective & efficient workforceWorkforce here represents the laborers at depots, refilling stations & there behavior to
the customers, as these are the laborers only who comes in contact of the consumers & if
he/she treats the customer well than can increase the companies market, being the reason
that product differentiation is very hard to make in this area. Perks are required to make
the workers motivated towards there job and to make him honest towards his/her duty on
the other hand. Customer satisfaction can only be achieved when the workers work
efficiently and this can only be happen when he/she is satisfied with there jobs.
Technical advancementsNow more and more logistics personnel are using technology to electronically transfer
large volumes of data with speed and accuracy; improving coordination and customer
satisfaction.
It helps in reducing inventory, systematize work, reduce wastage, reduce cost; all in all it
makes the logistics effective and more efficient.
By technology I mean all those stuff which will be helpful in making right thing in
right quantity to a right person & at a right time. This can also be a technique or software
which will make the product logistics more efficient, effective & safe.
So these are the options on which my whole questionnaire is based.
Rate the following options according to there importance in the given questions from 1 to
5, starting from 1 to the one which should be focused more & 5 to the least focused in
comparison to others.
Option A – Inventory Management
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Option B – Depots Machinery Automation
Option C – Refilling Stations machinery Automation
Option D – Effective & Efficient Workforce
Option E – Technological Advancement
Q1- How to increase the sales of the petroleum product?
A□ B□ C□ D□ E□
Q2 - How to reduce the wastage in the process of logistics like at the time of loading, unloading etc?
A□ B□ C□ D□ E□
Q3 - How the malpractices like-adulteration, meter setting to reduce the actual refilled product quantity practices at the refilling stations can be curbed?
A□ B□ C□ D□ E□
Q4 - How to reduce the overall transportation cost of the petroleum product in the process of supply chain?
A□ B□ C□ D□ E□
Q5 - How to reduce the overall time taken in the process of transportation of raw material up till it becomes a finished product?
A□ B□ C□ D□ E□
Q6 - How to maintain the quality of product in the whole supply chain starting from the raw material to the finished goods?
A□ B□ C□ D□ E□
Q7 – How to manage the storage requirements in the most efficient manner so as to reduce the cost for storage?
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A□ B□ C□ D□ E□
Q8 – How to minimize the reserves maintained?
A□ B□ C□ D□ E□
Q9 - How to reduce the hazardous properties in this process of logistics like at the time of loading-unloading of product, at the time of storage etc?
A□ B□ C□ D□ E□
Q10 – How to satisfy the customer for the amount they are paying for the fuel?
A□ B□ C□ D□ E□
CHAPTER - 6
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LOGISTICAL COMPARISOM BETWEEN REWARI & BIJWASAN TERMINAL
Area coveredBijwasan terminal of INDIAN OIL was commissioned in the year 1982 covering around
71 acres of land, where as the Rewari terminal is commissioned in 1996 and covers 98.4
acres.
Products handled Products supplied in Bijwasan are motor sprit (MS), high speed diesel (HSD), superior
This EOQ stands for economic order quantity. So by putting actual figures in this formula
we can get the minimum quantity of product that we should handle at a time, so that to
reduce the expenses of product handling like – storage, manpower to take care etc. and
also it will reduce the working capital which is blocked in maintaining high inventories.
DEPOT MACHINERY AUTOMATIONMachinery automation at the terminals will be of enormous help in improving the over all
logistics
It will reduce time taken in the process of loading unloading of the product
Will make the process of loading and unloading comparatively safe
Will result in reduction of wastage also in the process
Will use less of manpower as compared to the present scenario.
This way by using fully automatic machineries at the machineries at the loading bay &
making the locking system we can reduced the time taken in the process, makes the
loading safer when used by trained workers, will reduce the wastage & also curb the mal
practices in the process of transportation like adulteration etc.
EFFICIENT & EFFECTIVE WORKFORCEBy effective and efficient workforce I mean the workers at the refilling pumps and
workers at the terminals, there efficiency in work, there behavior to the customers, there
honesty level etc.
According to me, customer for a refilling pump can’t able to judge which
petrol is better because it is very difficult to have product differentiation in this industry
at economical cost in comparison to the other oil majors. More or less this industry is
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regulated by the government, this being the reason that the competitors could not attract
the customers by giving them the cost benefit.
The thing which comes into play here in this kind of services given to the
customer at there ends. This is the only reason why the oil companies are putting up
stores, drinking water, toilets, free air check in tyres, free news papers in the morning,
free cleaning etc. These all are the extra perks which can be different from company to
company. At the same time the workers at the pumps also work as the brand ambassador
of the company because they are the only person who comes in real contact with the
customers. Here if the behavior of the worker is not good towards the customer than the
company may lose its customer. Some important points like-
Employees/Workers should be perfectly trained
Should be educated enough to deal the customer up to his satisfaction level.
They should always be polite towards the customers
Should be honest towards his job
Should ask customer - what changes he would like to have
Also the workers at the terminals play an important role. There should always be surprise
checks at the pumps quite frequently to check the working of the employees. And also
there should be regular training programs in a time span (let say 6 months) to make them
aware of the latest things demanded by the customers.
They workers should be rated by the pump owners and the best employee will be
given some perk so as to get him interested in his job & also honest towards his job.
REFILLING STATIONS MACHINERY AUTOMATIONMachinery automation at the refilling station is really a key factor to attract more and
more customers. In general view, some settings are performed in the machinery at the
loading pumps so that it will always give less quantity than the once shown on the meter.
In this type of situation, it will create a good impression on the customers if the machines
are fully automatic.
The concept like self service can give a good response when the pumps are company
owned & company operated (COCO).
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Here the company can issue prepaid cards to the customers like in metro trains
and also can give some discounts on that cards.
A token service could also be worked like taking tokens from the counter and
refilling the vehicle
Can also have the combination of both the token & the prepaid card.
If this concept works out than the workforce can be reduced but would need to
have frequent checks and some guards will have to be there on 24 hours basis.
In this type the customer will be satisfied in comparison to the present
scenario, for the meter settings, mixing at the pumps etc being the reason the pumps are
owned & operated by the company itself.
FINDINGS FROM THE COMPARETIVE STUDY
By studying both these terminals in detail & also by comparing the product logistics
within these two I get to know many things which I will be discussing as under
Rewari terminal has captured more land area as compared to the Bijwasan
terminal but could not able to give more business as compared to the Bijwasan
terminal.
In Rewari terminal, automation is less as compared to the Bijwasan terminal. So
automation in machinery will surly enhances the working & as a result through
put will also improve.
Due to the Central Sales tax on the inter state transfer of petroleum the product,
the pump owners have to be take the product from the locations which are far
away as compared to the which is very near by but is in another state.
IBP pumps in Gurgaon & Faridabad have to go to the Rewari terminal to get
filled either than the Bijwasan terminal which will result in more transportation
cost.
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If permission for setup of pipeline infrastructure to the nearest pumps could be
granted than much of the transportation cost could be saved but will require huge
capital in its initial stage.
Bio-diesel and ethanol projects should be given more importance as these things
are profitable & environment friendly to. Like – Bio-diesel project is under trial
for the last 20 months on the Rewari terminal & no action to implement the same
on the other terminals, had been taken yet. In the same way ethanol requirement
for 5 % which had given green light by the government couldn’t be able to fulfill
yet and the government is in a mood to further extend it to 10% in the surgarcane
producing areas.
Refilling pumps are allotted the terminals where the transportation should be the
cheapest on the basis of the distance from the terminal like most of the pumps in
the Gurgaon & Faridabad should be filled at Bijwasan rather than Rewari terminal
Like the terminals account the deliveries under three categories –
1. FDZ (free delivery zone)
2. With in the state
3. In the adjoining states
So, after calculating the cheapest distance for transportation within the different
terminals pumps would be allotted for filling at that terminal from where it will be
cheapest to him.
The pumps under IBP should also be given the permission to get refill on the
IOC’s terminal also, so that the overall transportation cost can be reduced, if the
other option is available at the nearest.
Mostly trucks used at both these terminals are of capacity with 12 KL. These
trucks covers around 95% of the traffic at the terminal, if some trucks of high
capacity are taken on contract than much of the time will be saved when delivered
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at the pumps which carries 3 - 4 TT’s at a time & also will save a lot of time as
well as money.
At Bijwasan terminal ATF is pumped through to IGI Airport & is marketed and
handled by BPCL & refueling system is again of IOCL.
The additives which are used for kerosene, Xtra premium & Xtra mile are taken
from Neo-Petcorn. It has got its distributors/agents all India.
Additives Blended with Quantity
P994 Blended with MS to convert it intoXtra premium
600 ml per KL
EMDFA Blended with HSD to convert it intoXtra Mile
400 ml per KL
Dorf 1440 Blended with ethanol as an anti corrosive agent
200 ml per KL
Marker Blended to check the adulteration in kerosene
Blue Dye Blended with kerosene to give it blue color
TABLE 6.1 – various additives blended with products to improve there quality
The additives used with the products have to be transported through the plans and
comes first to the IGI airport than stored in the warehouse in the Janakpuri (New
Delhi), than after again supplied to the Bijwasan terminal which if transported
directly would reduce a lot of cost for transportation.
General Recommendations
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1. Terminal/depot on the highway should have a pump for general public at its out skirts
which is to be managed by the terminal itself, will increase the profit as it will utilize
the empty space & also gives more coverage and sales too, being the reason that,
according to the general mass of public, its one of the company owned as well as can
have the usual check of the terminal officers quite frequently, so these pumps
obviously provide good fuel as well as service.
2. Workers at petrol pumps should be well trained because they are the only one who
comes directly in contact with the customers & here they plays the role on the
companies behalf.
If we think from the point of view of the general public, there is nothing
like product differentiation in companies in the public sector, so that’s why it’s just
the service & treatment which builds the whole image.
3. As the guidelines had been given for new pumps like space factor, toilets provision,
drinking water provision, beverages stall etc all these things should be applied to the
older refilling stations also, as they are also a part of chain.
4. Mobile testing labs should be there. A group have to be formed to check the mal
practices at the petrol pumps & they should make surprise visits to the refilling
stations and take tuff action against them so that to create an example for others.
5. More of high capacity T/T should be used for the pumps of usually high throughputs like those once which use to take 2-3 T/T at a same time. This will reduce transportation cost, time, 1 truck will be used instead of 3 etc, in nut shall it will make transportation quite cheaper.
CHAPTER - 7
46
Conclusion
The main area of concern is the area covered and the business given, like Rewari covers
more area and gives lesser business in comparison to the Bijwasan terminal. Automation
of the machinery used at the loading bay in Rewari terminal is also lesser automated as
compared to the Bijwasan, so it might be one of the reasons of lesser through put in
comparison at the same time a lot of difference is there in the manpower at both the
terminals, terminal in Rewari there are just 22 people as compared to the 103 people in
Bijwasan covering officers, blue collar workers as well as white collar workers.
Central sales tax (C.S.T) has been an area of concern for the interstate transfer of the
petroleum products. A lot of transportation cost can be saved if a resolution can be made.
The IBP petrol pumps are allowed to get filled at the IOCL terminals also, so that apart of
transportation cost can be saved & the best option as per the distance can be taken out. It
will also be of great benefit in the long run if the near by petrol are connected through the
direct pipelines, it will be capital intensive in the initial stage.
Ethanol projects are very important area for a company like IOCL, so
proper arrangement should be made for the suppliers to cater the need of Ethanol to mix
it with MS. Government is making its mind to give green signal to 10 % blending of the
Ethanol with MS and here in IOC we could able to made available the 5% Ethanol
requirement..
The additives used in the process of blending are imported through
IGI airport than shifted to Delhi (Janakpuri) for storage, than taken back to Bijwasan. All
this process requires lot of time and at the same time extra cost too. So being the reason
company have got much vacant space at the terminal, we can store the additives at the
terminal it self
Most of the TT’s used at the terminals are of 12 KL capacity, apart form these
some of the TT’s should also be of higher capacity of the pumps which have got the
requirement of 2-3 TT regularly, it will reduce a lot of transportation cost, time &
maintenance cost too. .
As from the questionnaire also it had been revealed that our Indian petroleum industry
requires a lot of technological advancements to improve its operations & to make itself more
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effective as well. This technological advancement should be made to the machineries used in
operations as well as to maintain the records & day to day working.
In the machinery our best effort is to reduce the wastage which is done at the time of
loading & unloading of the product. To curb this particular fact and also to make the product
logistics more effective the petrol pumps should be connected directly with a pipeline from
the terminal itself. This will be costly in the initial stage but will cut a lot of unusual costs in
the process of transportation at the same time a lot of time will also be saved as there would
not be any loading unloading of the product at the terminal. And also by implement SAP at
the petrol pumps also we could make a regular check in the inventory being send to the
pumps & maintaining the regular records of the sales the malpractices at the pumps will also
be curbed. By maintaining the regular records if some change in the inventory comes into
play that means there is some mixing being done at the pumps.
So, by this way we can make our working in logistics fast and effective too.
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Reference:
Books
1. Logistics & Supply Chain Management
(Strategies for reducing cost & improving services)