FOR SURE - The Sign of a New Revolution
Bharat Petroleum recognises
that one of the basic needs of the customers is pure quality and correct
quantity of fuels. Bharat Petroleum is passionately committed to making
this need a reality at its Retail Outlets. As one of the major initiatives
in this direction, Bharat Petroleum has launched an 'Enhanced Fuel Proposition'
(EFP) programme - A nation-wide effort a dispensing pure quality and correct
quantity of fuel, and at the same time delivering courteous, fast and
The retail outlets covered under
this program display the 'Pure for Sure' sign - an outturned palm
forming a circle with the thumb and the first finger - also imprinted
on the dispensing units and on the back of the blue uniform sported by
DSMs, and TUV's certificate displayed at the outlet. At such Retail Outlets,
Bharat Petroleum guarantees that the correct quality and quantity are
dispensed. In order to be able to do so, strict quality control and tracking
measures have been put in place at every point from the Supply Point (Depot)
to the customer's fuel tank.
Special locks have been provided
in tank lorries and comprehensive sealing has been undertaken at the dispensing
units. Before certification, the Retail Outlets are subjected to stringent
tests by TUV SUDDEUTSCHLAND - INDIA, a renowned international agency,
to ensure that all parameters of the program are complied with. Mystery
audits and extensive inspections are carried out at these Retail Outlets
to ensure that they continue to comply with the requirements of the EFP
Expectations of the Customers
out of this program:
- Value for money from "Pure for Sure"
outlets as these outlets dispense right Quantity of pure fuel.
- Better mileage and lower maintenance expenses
on their motor vehicles.
- Efficient fuelling and courteous service
resulting in saving of time.
- Reduced pollution due to the use of
During the last
3 years Bharat Petroleum has implemented a set of Customer Service Standards,
which has been well appreciated by customers. The 'Pure for Sure' program
is an even more focussed, and intense effort towards ensuring Quality
and Quantity, courteous and quick service.
With the ultimate aim to inspire
complete trust in its retail outlets, Bharat Petroleum has adopted stringent
measures to ensure quality and quantity at every point - right to the
customer's fuel tank. To achieve this, two sets of Q&Q measures -
'Input measures', e.g., transportation of fuel to the outlet through pilfer
proof padlocked tanklorries, and sealing and calibration of the dispensing
units, etc. These special pilfer proof padlocks are provided with a set
of two keys - one in custody of the loading location, the other with the
dealer, thereby nullifying the risk of malpractice enroute.
Delivery of the right quantity
is ensured by comprehensive sealing and calibration of the dispensing
units which makes meter tampering impossible.
The 'Output Measures' involve rigorous
periodic and surprise checks, regular testing of samples both for clinical
and octane number, dedicated mobile vans, etc. Bharat Petroleum has collaborated
with an independent global agency 'TUV SEDDEUTSCHLAND INDIA' to build
a fully computerised format to be installed at every outlet. Adherence
by the supply locations as well as by dealers, to Bharat Petroleum's enhanced
standards will be certified by this German based agency, to promote overall
public confidence in regard to the impartial evaluation of the programme.
Only those outlets certified by 'TUV' would be eligible to come under
the 'Pure for Sure' programme.
Courteous service: Customers choose vendors on their value perceptions,
which include quality, reliability and expertise. Each time the customer
drives into the forecourt he needs to be recognised and acknowledged,
greeted with a smile, made to feel special, and cared for. It may perhaps
take three or four fills for the customer to notice an improvement in
Q&Q. But his first exposure to exemplary courtesy and personalised
service will make an instant impact, resulting in reinforced consumer
confidence and positive referrals.
Efficient fuelling: Here,
time is a vital factor. The level of service should be quick and efficient
so as to bring home the fact that precious time is not wasted on delayed
In adherence with its Q&Q promise
to the consumer, Bharat Petroleum is vigilantly tracking performance on
measures that monitor these efforts, as well as the resultant performance
on various elements like total time taken to fuel each vehicle, Q&Q
checks, etc. Performance is also tracked through mystery customer audits.
Feedback on an outlet, i.e. dealer/DSMs performance is obtained from customers
frequently patronising an outlet, through a questionnaire specially designed
for the purpose.