SUMMER TRAINING REPORT

On

Effectiveness of Rewards and Recognition for the Employees at TATA POWER DELHI DISTRIBUTION LIMITED

Submitted in partial fulfillment of the requirements of Post Graduate Diploma in Management

By

Manisha Jha

Batch: 2011-2013 Roll No.23

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Acknowledgement Vital to every operation is cooperation- Frank Tyger. Concentration, dedication & application are necessary but not sufficient to achieve any goal. These must be awarded by guidance, assistance and co-operation of some persons to make it tenable. I sincerely wish to acknowledge a deep gratitude for valuable guidance ; suggestions and generous help extended to me by Ms. Neha Aggarwal (__ post___________) and __________________. I thank them for being the source both of helpful criticism and encouragement. Gratitude is short lived, but when putdown in black and white, one hopes that it will enjoy a longer life. Many people have given their valuable time and idea to enable us to complete the report. We are deeply indebted to all for their ideas and assistance while bearing the entire responsibility for weakness in the report. (Names of few who filled the questionnaire) . In preparation of this report , I feel great pleasure because it gives us extensive practical knowledge in our career. We got idea about Rewards and Recognition schemes of , Delhi by this project. I also extend our thanks to my Mentor and guide Mr. Himanshu Mohan, for his continuous encouragement, Invaluable help and guidance without which this project would not have been successfully completed. Their encouragement during the difficult stages of this project, constructive discussion and useful interaction has proved to be core moral support behind this achievement.

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DECLARATION FORM

I hereby declare that the Project work entitled___________________________________________ _____________________________________________ (write the title in Block Letters) submitted by me for the Summer Internship during the Post Graduate Program to IILM College of Management Studies is my own original work and has not been submitted earlier either to IILM or to any other Institution for the fulfilment of the requirement for any course of study. I also declare that no chapter of this manuscript in whole or in part is lifted and incorporated in this report from any earlier / other work done by me or others.

Signature of Student: _____________ Name of Student: ________________ Designation: __________________________ Date: Place:

Signature of Company Mentor: ___________ Name of Company Mentor:______________

Date: Place:

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TABLE OF CONTENTS

S No.

Chapter

Page No.

Executive Summary (i) (ii) (iii) (iv) Objective/Scope of the study Company Profile Schemes

(v) (vi) (vii) (viii)

Finding And Conclusion Suggestions And Recommendation Limitations Of The Study Learnings

(ix) (x)

Questionnaire Bibliography Annexures

(xi)

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EXECUTIVE SUMMARY/INTRODUCTION In spite of theoretical knowledge gained through classroom study, a person is incomplete if not subjected to practical exposure of real corporate world and the challenges and problems that one has to face at the actual work place. In this context the study has been taken to make the person aware of happening of the real business world. The project entitled to EFFECTIVENESS OF REWARDS AND RECOGNITION of Employees with the special reference to TATA POWER DELHI DISTRIBUTION LIMITED, a Joint venture of Tata Group and Government of Delhi, has been done at Vidhansabha, HR & Admin Office as a summer training part of PGDM program and it helped me in understanding about the policies and procedures of a company and how these should be formulate together so that they solve the real purpose. It also gave me a chance to have an interaction with people at real workplace who are working at different positions with different authorities and responsibilities. The generosity & the patience of these people for spending their valuable time for having discussions and interactions has also been a rich experience for me. The study was made to formulate a manual by collecting relevant information about the contents with the help of Questionnaire survey and face to face interaction with the HR MANAGERS & HR OFFICERS of other branches / Offices of TPDDL as well from the valuable information & suggestions provided by the members of Vidhan Sabha TPDDL, Office itself (people from different departments and the sales force members). Secondary data was collected from the other manuals provided by the HR department and website of the company. The final outcome of the study is various schemes of rewards and recognitions for staff and officers of , which will help them in getting motivated and improvising their performance at workplace.

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COMPANY PROFILE TATA POWER-DELHI DISTRIBUTION LIMITED

Tatapower-ddl 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 Vilyui Board. With a registered consumer base of around 12 lakh and a peak load of around 1350 MW, the company's operations span across an area of 510 sq kms. Tatapower-ddl has been the frontrunner in implementing power distribution reforms in the capital city and is acknowledged for its consumer friendly practices. Since privatisation, the Aggregate Technical & Commercial (AT&C) losses in Tatapower-ddl areas have shown a record decline. Today they stand at 13.2% ( As on March 31, 2011) which is an unprecedented reduction of over 75% from an opening loss level of 53%. On the power supply front too, Tatapower-ddl 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 company's 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. Tatapower-ddl 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. Tatapower-ddl believes in providing more value than just electricity and is even rewarding its consumers for timely payment. As a step towards captive generation, Tatapower-ddl has also established a 108MW gas based combined cycle power generating facility at Rithala, North Delhi in its distribution area. Tatapower-ddl has won several accolades for its pioneering efforts in power distribution reforms. It has the rare distinction of being the first power distribution utility from India to have received the prestigious
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honour in the international category by winning the 2008 Edison Award and again in 2009 for Policy Advocacy. Some of the other key recognitions include international Palladium Balanced Scorecard Hall of Fame award- 2008, SAP Ace award 2008; UPN, USA metering award; Asian Power Award 2011 ( 5th consecutive year), Asia's Best Employer Brand Award 2011, Falcon Media Group- Best Performing Utility (Urban), India Power Award- Research & Technology and the Asian Power Most Inspirational CEO of the Year 2008 award and many more. Being a TATA group member, Tatapower-ddl believes that the primary purpose of a business is to improve quality of life of people. Tatapower-ddl's VISION, MISSION and Corporate Sustainability policy set the overall direction for community initiatives. The identification of the key communities is done on the basis of geographical spread of business, i.e. consumers of Tatapower-ddl residing in North, North West Delhi.

Corporate Sustainability Tatapower-ddl has a three pronged CS strategy and broadly segments the community initiatives into

() Philanthropic CS : As the name suggests philanthropic activities are mostly carried out in the form of charities & donations. Tatapower-ddl believes that such initiatives have a long term business case for the societal well being. Such initiatives always bridge the gap of being privileged & being less privileged. These activities comprise of support to orphanages, child remand home, support to Multiple Sclerosis patients, blood donation, support to societies etc. (ii) Compensatory CS: These are the initiatives which are carried for the section of society which in some way gets affected by our business. JJ cluster residents who otherwise indulge in electricity theft are brought in the billing loop & are complemented through various income generation, health & educational programs to ensure their holistic development. Free health camps, drug de-addiction camps, accidental life insurance for jj cluster residents, vocational training, adult literacy program are few of the initiatives. The environment restoration initiatives to offset the environmental impact caused by our business are also taken into well consideration. (iii) Business Oriented CS: These are the initiatives which besides serving societal needs also help in building a brand image of business, e.g. Energy Conservation through Tatapower-ddl Energy Club, SA8000 and UNGC certification etc. NDPL Energy Club

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One often thinks what the future is going to look like with continuous exhaustion of natural resources on earth. In the times of ongoing power crisis and unavailability of even basic electricity supply to some of the inhabitants of Delhi, the future looks anything but Bright. To make a difference to the rampant power crisis and the general lack of concern and awareness, four years back a small lamp was lit to spread the light of awareness on Energy Conservation techniques. The unique initiative, a first of its kind, is based on the maxim of Collaborating to Conserve.

Children are one third of our population and all of our future. With the increased awareness levels of todays children, they play a formidable role in day to day decision making and simple choices - be it in choosing the colour of the car or what brand of Television the family should buy. Understanding their evolving importance NDPL wanted to collaborate with them to create change, to foster conservation. With this need of the hour as its forte, for bringing social and behavioural change, NDPL Energy Club is an endeavour in this direction by North Delhi Power Limited. The young turks of our nation, kids from classes VI-IX were made the change agent for this much needed social change. The Club seeks to sensitize school children of an impressionable age (Classes VI IX) in schools, on such issues relating to Energy Conservation.

The energy conservation drive in schools is rolled out first with Project CONSERVE (Conservation of Energy Resources through Verification and Experimentation) and secondly with Project NEST, (Neighbourhood Energy Sensitisation Task). The club also conducts feedback workshops that provide an interactive session where children clarify their doubts & apprehensions and share their learning. At the same time, events and contests like poster making, quiz, debate, nukkad natak and science model display is organized under the banner of Urja Mela once in a year to encourage students to demonstrate their understanding on energy conservation.

S. No. 1. 2. 3. 4. 5.

Phases

No. of schools

Sensitized (Students, neighbors, teachers) 12, 500 1,25,000 2,02,700 3,02,425 3,50,000 (Expected figures after the conclusion of program in Dec 2010)
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Phase 1 Phase 2 Phase 3 Phase 4 Phase 5

5 Public schools 15 Public + 10 Govt. schools 20 Public + 30 Govt. schools 30 Public + 60 Govt. schools 40 Public + 100 Govt. schools

TOTAL

9,92,625

NDPL Energy Club coverage

Phase- IV of Energy Club brought 40 new member schools on board making the total number of members to 90 schools. An Energy Conservation Team comprising of CS group members & volunteer employees went to these schools in their morning assemblies & zero period sensitizing students about energy conservation. Zonal team was also invited to volunteer in the same where their expertise on electricity related issues added stars to the program. The conclusion of Phase IV in August 2009 saw 3, 02,425 individuals inclusive of 31, 000 students from 40 new schools sensitized.

For the first time electricity bills were collected from students in Phase IV to assess the quantum of electricity conserved by them. A massive figure of 7 lakh units was saved by the students & individuals sensitized by them during the year long program.

Capturing the learning from Phase IV & feedbacks received from principal, teachers & students Phase V of NDPL Energy Club was launched in December 2009 with 50 new schools (40 Govt. +10 Public) making total strength of NDPL Energy Club 140. Along with energy conservation Climate Change & Electrical Safety were included for the in the program agenda. Very expressive & informative booklets on electricity conservation tips, electrical safety guidelines & climate change information have been designed & distributed to every student. Along with volunteers, zonal team is also invited to share inputs on electrical safety & energy conservation.

Volunteering at Tatapower-ddl
Tatapower-ddl, believe that voluntary participation by employee provides an immense satisfaction of having contributed to the betterment of community. With that belief in heart & mind, Tatapower-ddl management's efforts has always been directed towards employee's engagement in community development works. Tatapower-ddl Volunteering Matrix, which basically mentions the various capacities in which the employees can contribute to the social process initiated by Tatapower-ddl, was launched through the organPage 9

izational intranet for every employee to go through and enroll. A general circular is also issued providing a detail of CS activities & inviting volunteering requests. Based on the interest areas of volunteers they can opt for various CSR activities. 989 Tatapower-ddl employees have been registered till March 2010. Also 1042 volunteering days have been devoted by Tatapower-ddl employees in CSR intervention during FY 2009-10 making the total number of volunteering days 2466 till date. Free Health Camps for jj/resettlement colonies residents To cater to the medical needs of resettlement & jj colony dwellers Tatapower-ddl organizes free health check up camps on regular basis. Several medical facilities including Blood Sugar Testing, Haemoglobin Testing, ECG and consultancy by Specialist Doctors are provided free of cost. Free Medicines are also distributed in these camps. During FY 2009-10, 6253 beneficiaries availed benefits from these camps. Till date, a total of 17,767 slum dwellers and industrial workers have been benefited through these camps. Blood donation camps Blood Donation Camps are regularly organized in association with the Indian Red Cross Society of India & AIIMS for Tatapower-ddl employees. An organizational Donor card is issued to Tatapowerddl so that any employee, whether they have donated blood or not can avail the facility in times of need on the recommendation of Tatapower-ddl medical deptt. 425 units oof blood were collected during FY 2009-10 and 1180 units of blood have been collected from 11 such camps and sent to Red Cross Society of India.
Vocational Training at Tatapower-ddl Tatapower-ddl has ventured into the capacity building of women belonging to deprived community by establishing Vocational Training center in the year 2008. The center was established at CENPEID (Tatapower-ddl Training Institute) in association with All India Women's Conference. The center runs two vocations namely Beautician & computer training. The beneficiaries are mostly from near by resettlement colonies. Special emphasis is given to SC/ST& BPL categories. Till date 104 women have availed the benefit of vocational training in these two courses. Tatapower-ddl, in association with Navjyoti India Foundation, also funds vocational training center for underprivileged women at Jehangirpuri JJ Colony. This center runs 4 vocations namely Art & Craft; Beauty Culture, Stitching & tailoring and Typing & Shorthand. 294 beneficiaries have passed out from the Jehangirpuri VT center. 53 passed out beneficiaries are currently engaged in employment/self-employment.

Drug de-addiction camps Alcoholism in the low income earning classes of our society acts as a bane for such families, as a major part of their earning gets spent in drinking habits. The standard of living, education of children & social status of family; every thing gets severely hampered by this indulgence. Tatapower-ddl, in association with Brahm Kumari Ishwariya Vishwavidyalaya organizes drug de-addiction camps in jj/resettlement colonies where

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counseling & homeopathic medicines are given to the residents suffering from various addictions. A followup camp is also organized to track the impact level of the medicines & counseling. 4363 beneficiaries have been benefited from 32 camps held so far.

Adult Literacy Centers Tatapower-ddl, in association with Virmani Education Trust, is running 18 Adult Literacy Centers in jj/resettlement colonies. These centers provide computer based functional literacy to the deprived women. CBFL is special animation software designed to make functional learning easy & interesting for adult women most of whom are not even able to read the bus numbers. These 18 centers are running in all 12 districts of Tatapower-ddl. 755 women have already availed benefits from these centers.

HIV/AIDS workplace intervention program Tatapower-ddl has signed MoC with Delhi State Aids Control Society & ILO for HIV/AIDS workplace intervention program to sensitize its workforce regarding HIV/AIDS. Tatapower-ddl has also adopted HIV/AIDS policy. 872 employees of Tatapower-ddl have been sensitized so far for the cause.

Support to Rohini's New Hope Foundation Tatapower-ddl has associated with Rohini's New Hope Foundation to provide free supplementary education to 400 kids. The students are mostly wards of construction laborers & rickshaw pullers studying in nearby MCD schools and can't afford a better education. Due to space constrain the Foundation carries out its classes in roadside platforms & District Park. The supplementary education provided by the foundation has reduced drop out rates of students from their respective MCD schools. Tatapower-ddl provides free study material & weekly refreshments to these kids. Volunteers from Tatapower-ddl take an active participation in this event.

Suraksha Jagriti Abhiyan Tatapower-ddl is running a public safety awareness campaign for common masses where information about electrical safety tips, energy conservation & negative impacts of misuse of electricity is disseminated through Nukad Nataks. These Nukad Nataks are conducted in the vicinity of major grid stations & HVDS lines. Seeing the impact level & good response for these Nukad Nataks, we started presenting it at our zonal & grid offices. Approximately 10,000 individuals from community & Tatapower-ddl offices have been touched by the program.

Support to Orphanages Tatapower-ddl is associated with SOS Children's Village at Bawana and Child Home at Badli and provides regular monthly medical check up to kids staying there. There are approx. 250 kids at SOS Bawana & 25 kids at Child Home Badli. Tatapower-ddl medical mobile van makes regular visit to these institutions. Tatapowerddl also logistically supported Child Remand home at Alipur during FY 2009-10.

Signatory to UNGC Tatapower-ddl is a signatory to United Nation Global Compact Society & abides by its 10 principles pertaining to Human Rights, Labor, Environment & Anti-corruption. An annual Communication on Progress is also sent to UNGC every year intimating them about the on-going initiatives & activities falling under these 4 fields. A team from UNGC society has also visited Tatapower-ddl to assess its Corporate Sustainability activities.

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Disability Program in Tatapower-ddl Being an equal opportunity employer, Tatapower-ddl is carrying disabled friendly initiatives to improve the accessibility of its PW stakeholders. While in new construction of buildings, disabled friendly access to offices is being taken care of, in the existing buildings also minor civil modifications are being carried out to improve the accessibility for PhDs. To start with the commitment for making Tatapower-ddl a disabled friendly avenue 5 PwDs were recruited as associates in FY 2008-09 & more are to be recruited in coming years.

Hands of Warmth

Tatapower-ddl regularly organizes warm clothes collection drive amongst its employees during winters for distribution to the poor & needy ones. Delhi is having a record of chilly winters as well as deaths due to cold. The clothes collected from employees are distributed to various resettlement colonies, shelter homes & street dwellers. We have associated with TCS, Nav Jyoti India Foundation & Aashray Adhikaar Abhiyan to channelize the distribution process.

Meri Dilli Meri Yamuna campaign - Tatapower-ddl associated with Art of Living & UNESCO in 'Meri Dilli Meri Yamuna' a people's movement for cleaning Yamuna. The Yamuna cleaning drive started from March 16 to March 24, 2010 where various corporate, NGOs, school & college students were invited for associating in the cleaning of Yamuna ghats. An overwhelming response was received from Tatapower-ddl employees and 142 volunteering days were utilized during the week long program. Participation of Team Tatapower-ddl in the event has been a great success story. Wide coverage was given to Tatapower-ddl's participation in the campaign by local as well as national media. Team Tatapower-ddl got accolades every day from fellow participants, the organizers, media persons and MTM members -- for the passion, commitment and involvement with which Team Tatapower-ddl contributed to this noble cause.

The next phase of the program is going to be Delhi Cleaning drive where places of historical importance & natural heritage will be manually cleaned.

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Awards and Recognitions Just seven years into the inception, NDPL is already recognised as employee ,consumer and community centric organisation and has set benchmarks.

S No. 1

AWARD National Award for meritorious Performance in Power Distribution

YEAR 17th Feb 09

IN RECOGNITION OF The Award, instituted by the ministry of the power , Govt. of India was conferred in recognition of s outstanding performance in power Distribution . Geospatial Applications for operations Resource Management in Power Sector Awarded for the significant Contribution to power distribution sector through transformation of ailing utility into consumer centric, value driven organisation while achieving unprecedented AT&C Loss

Geospatial Excellence Model

12th Feb 09

Power Utility of the year 2008Asia

2008-09

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reduction.

Edison Award 2008

2008-09

Edison Electric Institute recognises one US utility and one non US utility every year to honour distinguished leadership. is the first Indian organisation to win the Edison award in the International Category.

Overall Utility Performance in distribution Metering Award 2008 (Revenue Assurance Category)

2008-09

Recognition for consistent performance in Power Distribution NDPL has been awarded for its revenue Assurance Initiatives. The winner for the awards were selected amongst utilities from Europe ,Asia, Africa, Australia, The United States and Canada.

2008-09

Powering Utility of the year 2008 Power Reliability Award

2007-08

Recognising Contribution to Indian Energy Sector Significant Contribution to power distribution for year 2007 Expert Choice Award For Best IT initiatives

2007-08

9 10

Most Admired organisation in the Joint Sector/Private Sector Intelligent Enterprise Award

2006-07 2004&2005

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viz. CRM Module mainly New Connection, Automatic Meter. 11 CII EXIM AWARD for Strong Commitment to Excel NDPL is the youngest and only Power Distribution utility in India to have been bestowed with this prestigious award for exhibiting strong commitment to excel. 2009 Mitigating actions and processes put in place to bring about safe working environment (for consumers, employees and B.As) and universal adherence to safety procedures

12

Safety Innovation Award

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CORPORATE PHILOSOPHY

Vision To be the most trusted and admired provider of reliable & competitive power, and to be the company of choice for all stakeholders. Mission

To deliver quality and cost effective electricity. To ensure excellence in consumer care To create a work environment which encourages safety, teamwork, learning and innovation To meet or exceed all stakeholder expectations. To enrich quality of life in the society we operate in.

NDPL Core Values NDPL is a value driven organization and these values have continued to direct the companys growth and business. The six core values underpinning the way we do the business are: Integrity We must conduct our business fairly, with honesty and transparency. Everything we do, must stand the test of public scrutiny. Understanding We must be caring, respectful, compassionate and humane towards our colleagues and customers and always work for the benefit of the communities we serve. Excellence We must constantly strive to achieve the highest possible standards in our day-to-day work and in the quality of goods and services that we provide. Unity We must work cohesively with our colleagues across the group and with our customers and partners to build strong relationships based on tolerance, understanding and mutual co-operation Responsibility We must continue to be responsible and sensitive to the communities and environments in which we work , always ensuring that what comes to people goes back to people many times over.
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Agility We must work in a speedy and responsive manner and be proactive and innovative in our approach. Business Excellence Model NDPL Business Excellence is an integral part of Business Management and is the application of quality management theory and tools to run our business more efficiently. Business Excellence is the culture of NDPL, which works as an enabler to our commitment to higher customer satisfaction, increase in stakeholder value & better process management through the never-ending cycle of continuous improvement. Based on the principle of TQM & TBEM, we have instituted business excellence practices across functional areas. The thought of continuous and breakthrough improvement, preventive management and management by facts are being promoted through a range of BE initiatives. Some of the quality platforms & tools used are: Tata Business Excellence model (TBEM): TBEM is based on the Malcolm Baldrige National Quality Award Model of the U.S. The model helps the organization to get insights on business strengths and opportunities for improvement. NDPL scored 516 in its very first TBEM external assessment in the year 2006 and created history by scoring above 500 in its 1st attempt in the TATA group. Assessment score under TBEM is the indicator of organizations excellence maturity. Our TBEM score has moved from 544 in 2008 to 564 in 2009, thus getting into Emerging Industry Leader band. 5S Basic Quality Initiative: The concept of 5S has created a revolution in many industries and NDPL never thought 2nd time while adopting this quality tool. We have implemented 5S in all most all offices, Grids, Sub Stations etc and continuing this practice in order to bring excellence in our work environment. The 5S technique involved reduction in waste and also helping us in improving quality and confidence. Having originated in Japan, the technique is now being practiced in other countries too. Integrated Management System (IMS): IMS at NDPL integrates all our systems (ISO: 9001, ISO: 14001, SA 8000, OSHAS 18001, ISO 27001) and processes in to one absolute framework, enabling us to work as a single unit with unified objectives. IMS helps NDPL to become a process driven organization, with each function aligned behind a single

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goal: improving the performance of the entire organization. An integrated system presents a clear, holistic picture of all aspects of our organization. SHINE- Systematic and Holistic Improvement InitiativAes at NDPL through Employees Engagement: This is the platform for Improvement and Innovation at NDPL. DNA for improvement and innovation is present, but the ignition of minds needs flashpoint! And SHINE platform is all about this ignition. It helps us to think differently to innovate and then facilitate our thought process to convert the same into reality. SHINE doesnt stop there until one is rewarded and recognized for his/her effort to bring improvement at NDPL. Quality Circle - The term Quality Circles refers to small groups of line employees who meet periodically to discuss ways to improve the quality of products & services they produce. Quality circles were considered one of the secrets of Japanese industrial success. At NDPL we have also started SMS i.e. Suggestion Management Scheme under the umbrella of Quality Circle initiatives at all Zones, where our field staffs along with business associate people have started sharing many suggestions and all those inputs are translated into many QC projects, which will bring improvements in our area of operations. Six Sigma - Six Sigma stands for Six Standard Deviations (Sigma is the Greek letter used to represent standard deviation in statistics) from mean. Six Sigma methodology provides the techniques and tools to improve the capability and reduce the deviations in any process. At NDPL we have started applying Six Sigma method to improve our commercial processes. T-2/2 - Dedicated brainstorming platform to trigger improvement at NDPL: T-2/2 meetings take place to identify improvement & innovation opportunities. T-2/2 to be held every 2nd half of 2nd Thursday every month by concerned HOG / HOD. The platform is helping NDPL in institutionalizing PDCA (Plan-D0-Check-Act) wheel in each group for Improvement / Innovation. SANCHAY- NDPLs Knowledge repository: SANCHAY is the one stop shop for all knowledge and information of NDPL. All the knowledge is classified in to two categories Tacit (SEEKH/SHIKHA/Ask the Guru/Knowledge Caf) and Explicit (NDPL-o-PEDIA). Knowledge is captured, stored and disseminated through SANCHAY across organization. Through Tacit platforms e.g. SEEKH, people share their knowledge with others. Organizational documents of importance e.g. IMS documents, Policy Documents etc. are made available through NDPL-o-PEDIA. Ask the Guru Get your query answered by Experts: A panel of experts is identified based on knowledge domains, who answer your query through this platform (Available in SANCHAY). You can post your query on selected subjects, Query will reach to experts automatically and once experts answer your query, you will get the alert of that answer also. Whole Ask the Guru platform is automated to increase effectiveness. Around 500 questions are already posted as your ready reference.

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Knowledge Caf Online discussion Forum: A virtual meeting room has been created for all the people who would love to interact and share knowledge / information online. Any user of Sanchay can start a discussion in K-Caf which is relevant for NDPL and invite other colleagues to join the discussion. More than 20 discussions already happening, you are welcome to join any or can start a new discussion on your own.

PIONEERING INITIATIVES NDPL is credited with several pioneering initiatives and has set several benchmarks in power distribution reforms in India. Automation Initiatives & GIS NDPL embarked on automating all its 66 kV & 33 kV Grids and in line with the same has already automated 34 grids with a view to operate all equipments from Central command center. This has expedited the resolution time for faults. The entire electrical network has been mapped through GIS for enabling quicker fault location, speedy redressal and the Outage Management System is being upgraded to be automated on GIS platform. Complaint Management System NDPL has a unique SMS based Fault Management system using GSM which ensures that the No supply complaints lodged by a consumer gets addressed quickly and consumer feedback is also institutionalized as part of the process. NDPL had a very rudimentary consumer care facilities in July 2002. Each of the 12 districts now has an online consumer care center each handled by Customer Care Executives under the supervision of Customer Relation Officers and Customer Service Officers. Business Development Group With a view to leverage on Tatapower-ddl's domain expertise and with an objective of providing end to end solutions to power utilities, Tatapower-ddl Business Development Group has been constituted. The Group draws experience from some of the best known names in the Indian Power Sector fraternity, who have played a major role in their respective fields, contributing to Tatapower-ddl's success. Our core competence lies in conceptualizing workable solutions and delivering immediate to long term sustainable results.

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Introduced online connection management by consumers: NDPL uploaded the Billing details of all its consumers on its website www.ndpl.com. Consumers can view their Bill, know the consumption pattern and can even print Duplicate Bill and make online bill payments. Door Step delivery of new connections A unique first in India To ensure that the consumer is provided with a new connection with absolutely no hassles, an NDPL representative visits the consumers premises and completes all formalities required for provision of a new connection there itself. NDPL has also started the SMS/email alert facility for new connection applicants as a reminder to make payment. Privileged Consumer Scheme To acknowledge and encourage its regular paying consumers, NDPL has institutionalized a privileged consumer scheme through which discounts are offered to its consumers. Consumer Relationship Management

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NDPL has institutionalized a structured approach towards Consumer Relationship Management as it organizes regular meetings with consumer representative groups such as RWAs, IWAs etc on 1st Friday of every month in each district. Automated Bill Payment Kiosks for consumer convenience NDPL has introduced Automated Bill Payment Kiosks, a first in Delhi and NCR region. These unique ATM like kiosks accept both cash and cheque payment towards electricity bills and even issue a receipt to the consumer. They are operational 365 days a year from 8 AM- 8 PM.

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HR Vision
To create a learning organisation , which nurtures talent , innovation and provides competitive environment that makes the favoured company to work for.

Ethics Pledge & Ethics Management Policy:

The Major Objective behind the crystallisation of the concept of ethics along with clear work instructions is to: Establish organisational roles to manage ethics Schedule ongoing assessment of ethics requirements Establish required operating values and behaviours Align organisational behaviours with operating values. Develop awareness and sensitivity to ethical issues. Integrate ethical guidelines to decision making. Structure mechanisms to resolve ethical dilemmas Facilitate on going evaluation and updates to the programme. Make it understood that every significant management decision has ethical value dimensions.

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ORGANIATION STRUCTURE AND TYPE OF EMPLOYEES

CEO & MD

CTO COO

CFO
Head- ADMIN &HR
CENPEID HOG (Training) Advisor (Training) HOG-1

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HOD-Governance

HOG Health & Services) CORP.ADMIN

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Name of the Award Shining Star of the Quarter

Description of the Award

Frequency Quarterly Quarterly

Eligible Designations Managers/ Asst. Managers/Executives/ Officers Supervisors Workmen

Award Details Gift Coupons+ Certificate

Employee of the Quarter

Quarterly

Champion Workman of the year Best Workman/ Lady workwoman Award

1 Per Year Workman

Holiday for 2+2 Champion Officer of the Year Best Officer Award Champion Manager of the Year Best Manager Award 1 Per Year Sr. Manager/Managers/Asst. Managers International Holiday Package for 2 1 Per Year Officers Holiday for 2+2

Samridhi Merit Award Best Lady Workman Award

1 Per Year

Lady Workman

Gift Voucher

Suraksha Samman

For timely Reporting of any Near miss and / or Possible hazard at Workplace.

Anytime

All Employees

Certificate

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Consumer Confidante Award Customer Service Recognition Award Focus Group of the year

1 Bi- annually

Employees Of Consumer care Cells

Dinner for the employees of the cell and their spouses with GM(Comm.)

1 Per Year

TBEM Focus Group

10grm Gold Coin /Visit to a TATA Group Of Company.

Catalyst Award Shabash Award Recognise the sincere efforts and work done by the employees Best Engineer Trainee (ET)/ Management Trainee( MT) 2 ETs , 2 MTs on yearly Basis All ETs , MTs Anytime All Employees

Certificate

Gold and Silver Medals respectively and a letter of commendation

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Rewards and Recognition NDPL has bouquet of rewards for recognising high performance and exceptional potential, both at the team and individual levels. All the achievements are published through sandesh. The R&R bouquet is published through a separate handbook and events are published widely to motivate the recipients. Various rewards and recognitions covered under the schemes as under:

Purpose of NDPLs Rewards and Recognition Scheme

NDPLS Vision and Mission inspires to its employees to become consumer centric .To Deliver value to the consumer, continuous improvement is required in all processes of the organization. Employees

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across NDPL contribute individually as well as in teams, towards achieving this objective and growth of the organisation. This Reward & Recognition Scheme is an effort to recognise such contributions and reward deserving employee. Guiding Principles Rewards will be given for outstanding performance that advance the organisations goal and will be tied to a specific accomplishment. These awards are designed to reflect the unique nature of the organisations work culture. Types of REWARDS: A set of Reward and Recognition programmes have been developed to recognise achievements and ac complishments that contribute to the overall objectives of the organisation. They fall under two categories: 1. Designed Rewards 2. Overall Recognition Programmes Designed Employee Rewards : This approach is characterised by scheduled ways of acknowledging contributions and accomplishments of an individual or team. This approach is formal and provides more frequent opportunities to recognise employees. Rewards and Recognition under this approach are categorised as: Period Based Awards- Periodic acknowledgement of Significant contributions of employees. Shining Star of the quarter: Employee of the quarter . First among equals awards: Yearly facilitation of outstanding performance from each cadre . Champion workman of the year- Best workman / lady workwoman Award. Champion officer of the year- Best Officer award. Samridhi merit Award-Best lady workwoman award. The CEO order of excellence - THE CEO AWARD

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Area Specific awards: awards for the most commendable performances in areas of paramount importance Consumer Confidante Award: Customer service recognition award Sparkling workplace: overall excellence in discipline and housekeeping. Shining Zone: Performing zone award. Shining Grid: Power systems award for business unit. Mission accomplished: Project excellence award. Breakthrough ideas: employees suggestions awards Valour Award: Brave work award

Sports person of the year: Outstanding sports performance award.

Catalyst Award: Focus group of the year Change Agents award: Quality initiative awards 4. Partners in excellence : Yearly awards to our associates who provide the highest quality product or services and help us fulfil our requirements in an economical and efficient manner. Preferred Associate of the year: Overall Recognition Programmes: This approach provides the means by which the organisation felicitates the employees at any time for demonstration of values of the organisation, exhibiting behaviours that make the organisation proud and any other commendable contribution to the organisation or to the community . These programmes are also designed to recognise the outstanding performers particularly amidst younger echelon of the organisation. The programme entails : 1. Sterling Performance : Impromptu recognition 2. Best Engineering trainee(ET)/ /management trainee(MT)/ Technician trainee(TT) of the year AWARD DETAILS

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Shining star of the quarter Frequency: quarterly Applicable to : Manager/assistant manager/ executives /officers Gift coupons from the leading store like Westside or Vishal Megamart . A certificate signed by GM (HR) and HEAD OF FUNCTION. Nos. 2 Per Quarter SUPERVISORS: Gift coupons from the leading store like Westside or Vishal Megamart . A certificate signed by GM (HR) and HEAD OF FUNCTION. Nos. 2 Per Quarter WORKMEN: Gift coupons from the leading store like Westside or Vishal Megamart . A certificate signed by GM (HR) and HEAD OF FUNCTION. Nos. 2 Per Quarter.

NOMINATIONS AND APPOVAL PROCESS: The immediate reporting officer will send nominations of outstanding performance of that month to HR-R&R desk by the 5th of the following month in the standard template( Form No: HR/04/QA/R01) , through the respective zone/ restrict / circle/systems/ common functions/ corporate function head. The HR department , based on the proposals received through the concerns head for the last three months, will forward the nomination to a committee comprising GM(HR) and 1 GM/DGM by rotation and headed by CFO. Champion Officer/workman of the year: Frequency: yearly Applicable to: Officers: Holiday for 2+2 (Recipient is to avail the offer within three months). No.s: 1 per year Workmen :

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 Holiday for 2+2( Recipient is to avail the offer within three months). No.s: 1 per year. The holidays will be booked through authorised travel agent of the company and reimbursement will be taken from the company for the sanctioned amount. In addition , special leave will be sanctioned by corporate (HR) For sanctioned days, as per the award duration. SAMRIDHI MERIT AWARD: Frequency: yearly Applicable to: Lady workmen Consumer durables for the winner (recipient is to avail the offer within three months) . The purchase is to be spread over a particular week, after receiving the cheque for the sanctioned amount in the name of the vendor. Nos. 1 CHAMPION MANAGER OF THE YEAR: Frequency: yearly Applicable to: senior managers/ managers/ assistant managers. International Holiday Package for two, in the Indian and Asian peninsula as per policy. (Recipient is to avail the offer within three months) Nos. 1 NOMINATION AND APPROVAL PROCESS AGM & above will nominate personnel for the award and send nominations in the standard template (form no. form no.HR/04/WA/R01) to the HR-R&R Desk which in turn will consolidate all the nominations and forward them to a committee comprising three functional heads GM(HR) ,GM(SPG) and the other CFO- to decide the recipient . CONSUMER CONFIDANTE AWARD: Frequency: Bi-annually Applicable to: Employees of consumer care cells Dinner for the employees of the cell and their spouses , with the GM (Commercial)in a reputed hotel /banquet . Nos. 1 NOMINATION AND APPROVAL PROCESS:

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Immediate reporting officer will send nominations in the standard template( form no. HR/04/CSRA/R01) to corporate HR through the respective District head with justifications . The HRR&R Desk based on the proposal received through the concerned district head will put up nominations to functional head who will decide the recipient. Sparkling workplace Frequency: - Bi-annualy Applicable to: Departments/ Zone /Grids /Districts Lunch for all team members, plus a memento. Nos. 1+1( Runner up) Per quarter.

NOMINATION AND APPROVAL PROCESS: The OSD (ADMIN) will compile and send the nominations in the standard template to the HR-R&R Desk with justifications, on a quarterly basis which will be averaged for bi annualy. The highest ranking , as per the data obtained above, is to be certified by the DGM(Admin). Shining Zone Frequency: Yearly Applicable to : All zones Gift coupons from a leading store, like west side, vishal super market , for each member of the winning team whose attendance in that zone has been more than 200 days. Trophy for the winning zone. The Runners up .

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