The Hindu : Business : Indian Oil plans to open more `Xtracare' outlets

Online edition of India's National Newspaper
Saturday, Jul 15, 2006

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Business

Indian Oil plans to open more `Xtracare' outlets

Staff Reporter

Frontline pump attendants given special training

KOCHI: Indian Oil is in the process of setting up 51 `Xtracare' retail outlets in the State. As many as 15 have already been established.

Service upgradation, capability training, automation, loyalty programme and retail site management are the hallmarks of these outlets, Soman Mathews, chief divisional retail sales manager, said.

Mr. Mathews said fortnightly sampling and testing would be introduced in the outlets. The surveillance audits and certification are done by Bureau Veritas Industrial Services Private Limited, an external agency. The parameters for audit include hygiene, efficiency and customer satisfaction.

Training

The frontline pump attendants at these outlets are given special training. They are trained in customer service, personal hygiene and redressal of complaints.

The dealers are also imparted training in `retail site business management.' Best global practices in retail sales management are adopted here. The automation project of the `Xtracare' outlets includes setting up of temperature sensors and density measurement sensors.

Automatic tank level gauges and tank truck automation known as sealed parcel delivery system are employed here.

The system ensures electronic locking of trucks carrying petrol and diesel to the `Xtracare' outlets.

In Ernakulam district, `Xtracare' outlets will be set up at Udayamperoor, North Paravur, Nedumbasserry, Edapally, Wellingdon Island, Chembumukku, Thrikkakara, Palluruthy, Kothamangalam and Muvattupuzha.

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