Rao, in his address, explained the various actions being taken for developing and maintaining customer satisfaction in IOC in general and in Gujarat Refinery in particular. He also emphasised the need for an organisation to change due to the changes in customers requirements.

PN Parmar, Chief Manager (Management Services), Gujarat Refinery, gave details of the action plan for celebrating customer service year. Some of the short terms and long terms activities to be undertaken are as follows:
1. Six training programmes on Customer Satisfaction for workmen and officers till December '99.
2. One session on Customer Satisfaction in each training programme of two days' or more duration, organised in the Training Centre.
3. Activities like elocution, essay, slogan and drawing competition etc. These programmes to be organised throughout September 1999.
4. Publiicity of activities through bulletins and news magazines.
5. One very important facet of this action plan is Gujarat Refinery's commitment to customer delight, for which Customers' Redressal Cell has been constituted with effect from Indian Oil Day. This cell consists DGM (PN) as Chairman, CHRM, CFM, CMNM (CL), CMMM (ML), CTSM, SMTM (I/C) as members and Sr. HRD Manager as coordinator. The cell will work for internal as well as external customers.
6. More than 800 tankers are being filled daily at Gujarat Refinery. To give prompt service, production, in consultation with CISF and Marketing, will update computerised system at entry/exit of gates.
7. A survey would be conducted by HRD to know the status on satisfaction level of township residence on house maintenance services. Also, Civil and Electrical estate officers will visit each residence at least once in a year to know the customer feedback to enhance the services on maintenance.
8. Contract Cell will finalise the defined duration for single tender and emergency tender.

This action plan would be coordinated by Human Resource Development and the ED would review it every quarter for speedy and smooth implementation.