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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

Release Notice Reference (for release)........................................................................3RECONNECTION PROCESS............................................................................................6SOP: CRM 02: CREATE SERVICE REQUEST................................................................6SOP: CRM 03: CREATING A TASKS..............................................................................7SOP: CRM 04: APPLICATION FOR RECONNECTION.................................................8SOP: CRM 05: DOCUMENT DETAILS............................................................................9SOP: CRM 06: REGISTRATION CHARGES FOR RECONNECTION........................10SOP: CRM 07: COLLECTION OF REGISTRATION CHARGES.................................11SOP: CRM 08: SITE SURVEY........................................................................................14SOP: CRM 09A: SECURITY DEPOSIT CALCULATION.............................................16SOP: CRM 09B: PREPARE ESTIMATE.........................................................................18SOP: CRM 10: ESTIMATE APPROVAL........................................................................20SOP: CRM 11: FIRM QUOTATION................................................................................22SOP: CRM 12: COLLECTION OF FIRM QUOTATION AMOUNT.............................23SOP: CRM 13: MATERIAL REQUISTION....................................................................26SOP: CRM 14: SUB WORK ORDER CREATION.........................................................29SOP: CRM 15: APPROVING SUB WORK ORDER......................................................30SOP: CRM 16: INSTALL.................................................................................................31SOP: CRM 17: INTIMATION..........................................................................................32SOP: CRM 18: SUBMIT...................................................................................................34SOP: CRM 19: INFORM TO CUSTOMER.....................................................................35SOP: CRM 20: TEST REPORT CHARGES....................................................................36SOP: CRM 21: COLLECTION OF TEST REPORT CHARGES....................................37SOP: CRM 22: MATERIAL RETURN............................................................................40SOP: CRM 23: RECEIPT OF THE SERVICE ITEMS....................................................41SOP: CRM 24: RECEVING TRANSACTION OF THE SERVICE ITEMS...................42SOP: CRM 25: SITE INSPECTION.................................................................................43SOP: CRM 26: COLLECTION OF BILL FINALIZATION AMOUNT.........................45SOP: CRM 27: METER ISSUE........................................................................................48SOP: CRM 28: RELEASE CONNECTION.....................................................................49SOP: CRM 30: CHECK....................................................................................................50SOP: CRM 31: LT CONSUMER FORM.........................................................................51SOP: CRM 32: CLOSING SERVICE REQUEST............................................................52

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RECONNECTION PROCESS

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 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 as ‘Reconnection Process’ 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 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 ‘Reconnection Process’ from the LOV against the Template Group. Once you select template as Reconnection Process template and click on the

‘Create Tasks’ it will populate the entire tasks predefined for ‘Reconnection Process’.

Output

It will populate the entire tasks predefined for ‘Reconnection Process’.

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SOP: CRM 04: APPLICATION FOR RECONNECTION

Purpose

This form will be used to capture 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 Appliance Details

Navigation

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

Procedure

Select the task i.e. the Application for Reconnection 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 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.

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CRM – Standard Operating Procedures DISCOM SOP: CRM 05: DOCUMENT DETAILS

Purpose

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

Scope

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.

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CRM – Standard Operating Procedures DISCOM SOP: CRM 06: REGISTRATION CHARGES FOR RECONNECTION

Purpose

To take the Reg Charges for Reconnection from the consumer

Scope

Reg Charges for Reconnection will be taken from the consumer

Responsibility

Sub Division : JE

Input

Assignee Type, Assignee, Actual Start Date

Navigation

Navigation Path: Service Request Form Task Tab Select the Task ‘Reg Charges for Reconnection’ Click ‘Task Dtls’ tab

Procedure

Select the task i.e. the ‘Reg Charges for Reconnection’ 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.

Output

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

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CRM – Standard Operating Procedures DISCOM SOP: CRM 07: COLLECTION OF REGISTRATION CHARGES

Purpose

To collect the Reg Charges for Reconnection from the consumer this was displayed at the time of registering of the application form.

Scope

Collection of the Reg Charges for Reconnection from the consumer

Responsibility

Sub Division : Cashier

Input

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 Reconnection. 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 Reconnection’ from the LOV

Click on ‘Save’ button to save the data. From Billing System user can also collect the Charges.

Output

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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 Reconnection’ 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

Then select the where user will see the subject line as “Payment Against "Reg Charges for Reconnection" 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 Reconnection.

Find Service Request

Navigation Path:

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

Responsibility

Sub Division : JE

Input

Service Request Number

Procedure

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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..



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 Reconnection’ will get closed

SOP: CRM 08: SITE SURVEY

Purpose

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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’ tab

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. 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

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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

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

SOP: CRM 09A: SECURITY DEPOSIT CALCULATION

Purpose

This is used to capture new security deposit of a consumer.

ScopeConfidential 15


This is used to capture new security deposit of a consumer. Apart from this it will also display the amount already paid by the consumer

Responsibility

Sub Division : JE

Input


Navigation

Navigation Path: Service Request Form Task Tab Select the Task ‘Security Deposit Calculation’ Click ‘Task Dtls’ tab

Procedure

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

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.

User does not have to enter any value but has to verify that values populated in this screen is correct or not

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.

Output

New Security that consumer has to pay is displayed on the screen which is then used in Prepare task

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SOP: CRM 09B: 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

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CRM – Standard Operating Procedures DISCOM 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. 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.

Output

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

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SOP: CRM 10: ESTIMATE APPROVAL

Purpose

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

Scope

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

Responsibility

Sub Division : JE/SA/DEDivision : AO/EEConfidential 19

CRM – Standard Operating Procedures DISCOM At 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 follows

If TS amount is between 0 to Rs 200000 it will follow below approval processInitiator (JE) Approver 1(Dy Sr.Asst/ Sr Asst) at SDO Approver 2 (DE - Technical) at SDO

If TS amount is between Rs 200000 to Rs 600000 it will follow below approval processInitiator (JE) Approver 1(Dy Sr.Asst/ Sr Asst) at SDO Approver 2 (DE - Technical) at SDO Approver 3 (Supdt|Accounts) at DO Approver 4 (EE|Technical) at DO

If TS amount is between Rs 600000 to Rs 1000000 it will follow below approval processInitiator (JE) Approver 1(Dy Sr.Asst/ Sr Asst) at SDO Approver 2 (DE - Technical) at SDO Approver 3 (Supdt - Accounts) at DO Approver 4 (EE -Technical) at DO Approver 5 (AO - Accounts) at CO Approver 6 (SE - Techincal) at CO

If TS amount is above Rs 1000000 it will follow below approval processInitiator (JE) Approver 1(Dy Sr.Asst/ Sr Asst) at SDO Approver 2 (DE - Technical) at SDO Approver 3 (Supdt - Accounts) at DO Approver 4 (EE -Technical) at DO Approver 5 (AO - Accounts) at CO Approver 6 (SE - Techincal) at CO Approver 7 (GM - Accounts) at HO Approver 8 (CE) at HO

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 closedConfidential 20


SOP: CRM 11: 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

InputConfidential 21


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

SOP: CRM 12: 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

Receipt Type

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

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


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. From Billing System user can also collect the Charges.

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

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CRM – Standard Operating Procedures DISCOM 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




form 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

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SOP: CRM 13: MATERIAL REQUISTION

Purpose

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


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CRM – Standard Operating Procedures DISCOM 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 which will generate the Requisition Number

automatically.

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 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 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 will approve the Move Order.

Output

Move Order No./Material Requisition No. will get approved.Confidential 26


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. 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

Output

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

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SOP: CRM 14: SUB WORK ORDER CREATION

Purpose

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

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CRM – Standard Operating Procedures DISCOM 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 15: 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

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

ProcedureConfidential 29


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 16: 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

Input

Service Request Number Assignee Type, Assignee, Actual Start Date

Navigation Path:


Procedure

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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. After that Click on Debrief button and go to Material tab.

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.

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, then refresh then close the form and reopen the specific service request, now install task is 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 17: 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

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CRM – Standard Operating Procedures DISCOM Sub Division : JE

Input

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.

Take a printout of the report.

Output

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

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SOP: CRM 18: 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

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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.

SOP: CRM 19: 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.

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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


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 20: TEST REPORT CHARGES

Purpose

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.Confidential 35


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 21: 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

Collection of the test report charges from the consumer

Responsibility


Input


Navigation


Procedure

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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


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. From Billing System user can also collect the Charges.

Output


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


Navigation Path:


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

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CRM – Standard Operating Procedures DISCOM 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




form 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 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 Serial No or Lot No if required

Navigation

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

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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. Then change the assignment status to Completed and then to Closed. 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

Input

Purchase Order Number Release No Qty

Navigation

Navigation Path: Indian Local Purchasing Receiving Receipts

Procedure

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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

Navigation

Navigation Path: Indian Local Purchasing Receiving Receiving Transaction

Procedure

Enter the Purchase Order Number & Release No. and click on the find button. Confidential 41


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

Navigation

Navigation Path:

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CRM – Standard Operating Procedures DISCOM Navigation Path: eUrja: Customer Support Service Requests Find Service Requests

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


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.

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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.


Navigation Path:Confidential 45





Responsibility

Sub Division : JE

Input


Procedure




form 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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SOP: CRM 27: 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 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.

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Change the Assignment Status to Working. Then change the assignment status to Completed and then to Closed. 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 28: 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

Input

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


task of application entry. System will ask user about closing of the task. User will Confidential 48


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: 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

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.

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SOP: CRM 31: 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 Form

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.

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

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

SOP: CRM 32: 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



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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