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Project Report for Customer Satisfaction on Ndpl (2)

Apr 03, 2018

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    A PROJECT REPORT

    FOR

    CUSTOMER SATISFACTION ON NDPL

    Submitted by

    ATUL BANSAL

    (04711301710)

    In partial fulfillment of requirements

    For the reward of the degree

    OF

    BACHELOR OF BUSSINESS ADMINISTRATION

    Under the supervision of

    MS. AMANPREET KAUR

    BERI INSTITUTE OF TECHNOLOGY, TRAINING ANDRESEARCH

    TIKRI KALAN, DELHI

    (Affiliated to Guru Gobind Singh Indraprastha University)

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    CERTIFICATE

    This is to certify that the project entitled Customer Satisfaction submitted by Atul Bansal,

    Enroll no. 04711301710 has been done under my guidance and supervision in partial fulfillment

    of Bachelor of Business Administration. The working analysis mentioned in this report has been

    undertaken by the candidate himself and necessary reference has been recognized.

    Ms. Amampreet kaur

    (Project guide)

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    ACKNOWLEDGEMENT

    We would like to take this opportunity to express my deep gratitude towards all those who have

    in various ways helped me in the completion of this project. I like this opportunity to extend my

    sincere thanks to Ms. Amanpreet Kaur who provided me this great opportunity to work on a

    project for the company.

    Once again I would like to express my sincere thanks to All Management Staff and employees of

    NDPL (North Delhi Power limited), New Delhi who encourage me and provided required

    helped me in completion of this project.

    ATUL BANSAL

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    CONTENTS

    Page Number

    CERTIFICATE2

    ACKNOWLIDGEMENT3

    CHAPTER 1

    INTRODUCTION...........................................................................................................................5

    CHAPTER 2

    LITERATURE REVIEW..............................................................................................................17

    CHAPTER 3

    RESEARCH METHODOLOGY....23

    CHAPTER 4

    DATA ANALYSING AND FINDINGS...26

    CHAPTER 5

    CONCLUSION AND SUGGESTION ...37

    QUESIONNAIRE..................................................................................................................41

    BIBLIOGRAPHY44

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    CHAPTER 1

    INTRODUCTION

    Company profile S.W.O.T Analysis of the Organization Competitor analysis

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    OBJECTIVE OF THE STUDY

    To know about the satisfaction level of customers of NDPLand to identify the strategies of

    companies to satisfy their customers and therefore analyze the satisfaction level of customers

    with respect to the various service provided by the companies. The main objective is study

    the differences in perception of the customers of the other companies towards various

    services provided by them and identify customer satisfaction variables which lead to building

    relationship with customers in the electricity providing companies.

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    COMPANY PROFILE

    NDPL (North Delhi power limited)

    North Delhi Power Limited (NDPL) is a joint venture between Tata Power Company and the

    Government of NCT of Delhi with the majority stake being held by Tata Power. It distributes

    electricity in North & North West parts of Delhi and serves a populace of 50 lakh. The company

    started operations on July 1,2002 post the unbundling of erstwhile Delhi Vidyut Board. With a

    registered consumer base of around 10 lakh and a peak load of around 1250 MW, the companys

    operations span across an area of 510 sq kms.

    NDPL has been the frontrunner in implementing power distribution reforms in the capital city

    and is acknowledged for its consumer friendly practices. Since privatization, the Aggregate

    Technical & Commercial (AT&C) losses in NDPL areas have shown a record decline. Today

    they stand at 14% ( as on March 31, 2010) which is an unprecedented reduction of over 74%

    from an opening loss level of 53%.

    On the power supply front too, NDPL areas have shown remarkable improvement. The company

    has embarked upon an ambitious plan to implement high-tech automated systems for its entire

    distribution network. Systems such as SCADA, GIS and OTS are the cornerstone of the

    companys distribution automation project. To fight the menace of power theft, modern

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    techniques like High Voltage Distribution (HVDS) System and LT Arial Bunch Conductor have

    been adopted.

    NDPL has to its credit several firsts in Delhi: SCADA controlled Grid Stations, Automatic Meter

    Reading, GSM based Street Lighting system and SMS based Fault Management System. To

    ensure complete transparency, the company has provided online information on billing and

    payment to all its 1 million consumers. This happened in the first year of operations itself. NDPL

    believes in providing more value than just electricity and is even rewarding its consumers for

    timely payment.

    NDPL is the first power distribution utility from India to have won the prestigious Edison Award

    in the international category. The prestigious award is given annually by the Edison Electric

    Institute (EEI) to honour both international and U.S. electric companies for outstanding

    contributions to the advancement of the Power industry.

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    SWOT ANALYSIS

    Strengths

    Successful public private relationship in generation, transmission and distribution: NorthDelhi Power Limited (NDPL) is a joint venture between Tata Power Company and the

    Government of NCT of Delhi with the majority stake being held by Tata Power. It

    distributes electricity in North & North West parts of Delhi and serves a populace of 50

    lakh.

    Distribution network: The Company has embarked upon an ambitious plan toimplement high-tech automated systems for its entire distribution network. Systems such

    as SCADA, GIS and OTS are the cornerstone of the companys distribution automation

    project. To fight the menace of power theft, modern techniques like High Voltage

    Distribution (HVDS) System and LT Arial Bunch Conductor have been adopted.

    Market share: Present registered consumer base is around 1 million and a peak load is1100 mw, the companys operation span across an area of 510 KM sq.

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    Weakness

    Area: Covers limited area: One of the weaknesses of NDPL is that it covers onlynorthern and north western parts of New Delhi.

    Opportunities

    Power Trading: India being developing country, its economy is growing at about 8% to9%. Due to rapid urbanization and change in the lifestyle of the people, the demand for

    power is increasing.

    Projects: The Company has created long-term sources by tying up with power projectslocated across the country and include thermal power projects based on coal and running

    of hydro power plants.

    Distribution Network: While India has the third largest transmission and distribution

    network in the world, there is still shortfall of electricity. This is also because of private

    sector does not have a major role in this segment.

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    Threats

    Coordination: Power sector faces challenges such as difficulties in debt collection,procedural delays and need for improved coordination between various governmental

    agencies.

    Distribution Sector: Pace of opening up distribution sector to private sector is slow.

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    COMPETITOR ANALYSIS

    1.NDMC (New Delhi Municipal Council)Delhi Set-up had recommended that a fresh law governing NDMC should be passed by the

    Parliament for proper organization and functioning of the New Delhi Municipal Council.

    Consequent upon enforcement of Constitution (Seventy Fourth Amendment) Act, several

    provisions in Punjab Municipal Act, 1911 had to be brought in tune with Part IXA of the

    Constitution before 31st May, 1994. Furthermore, there were several major differences between

    various functional regimes prescribed under the old law governing NDMC in comparison to the

    Delhi Municipal Corporation Act, 1957. It was generally recognized that there was need for a

    greater measure of commonality in the procedure adopted by the Municipal Corporation of Delhi

    and the New Delhi Municipal Council in matters relating to taxation, revenue, budgeting,

    contracts, accounts and audits, streets and sanitation, public health, public safety and suppression

    of nuisances etc.

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    The following were the most important objectives:

    To Provide New Delhi Municipal Council area with a new legislation repealing thePunjab Municipal Act, 1911.

    To bring uniformity as far as possible

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